Catharine Coleman

Vice President of Customer Success and Support @Netwrix Corporation

Complaint Resolution SpecialistService Quality ManagerCustomer Retention SpecialistChief Customer Officer (CCO)Customer Success ManagerHelp Desk SupportCustomer ServiceTechnical Support AgentCall Center TrainerSupport SpecialistCustomer Support RepresentativeCall CenterComputer engineerEngineer

I am a senior executive leader in Customer Success and Global Technical Support with deep expertise in enterprise SaaS, cybersecurity, and AI-enabled customer operations. Throughout my career, I have built and scaled global post-sales organizations of 150+ professionals across the US, EMEA, India, and APAC, transforming support from a traditional cost center into a strategic growth engine that drives retention, expansion, and measurable revenue impact. I have worked many years as a Support Engineer and as a developer. Across public, private, and PE-backed companies, I have consistently delivered exceptional customer outcomes, including >98% CSAT, +30% NPS growth, and 95–98% renewal rates. I have led post-acquisition integration efforts across 13+ acquisitions, unified global operating models, and implemented AI/ML-driven workflows that reduced time-to-resolution, lowered escalations, improved self-service adoption, and reduced cost-to-serve. I modernized global support operations, launched customer learning and certification programs, expanded digital self-service strategies, and strengthened cross-functional alignment with Product, CRO, and executive leadership. Earlier in my career, I scaled support organizations from the ground up, generated $1M+ in incremental support revenue, improved NPS from 52 to 70+, reduced backlog by 85%, and maintained 98% renewal rates. I am known for combining operational rigor, AI-driven transformation, and executive partnership to deliver durable retention, expansion, and long-term enterprise value.

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Work Background

Vice President of Global Technical Support

Netwrix CorporationVice President of Global Technical Support

Nov. 2023Leveraging AI/ML products, agents, in-house and AI/ML vendor offerings to support 10,000+ Enterprise Class Cybersecurity endpoint protection, Active Directory, DAG, vulnerability management customers. Managing a team of 120+ Global Team with over a portfolio of 18+ products.

Vice President Of Global Customer Support and Learning

EverbridgeVice President Of Global Customer Support and Learning

Jul. 2018 - Nov. 2023Burlington, MAOne of the earliest Technology Leaders to take Everbridge Critical Event Management Platform live with AI/ML CRM implementation and enable our customers and Technical Support teams to leverage agentic applications for greater productivity. Managing 150+ person Customer Support organizations across multiple countries, time zones and suite of products. Deliver organizational resilience on an unprecedented scale. Through real-time threat intelligence, situational awareness, and integrated response and collaboration across the enterprise, users gain a common operating picture of all critical event types.

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LavastormDirector Of Support

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Nov. 2015 - Aug. 2016Burlington, MA

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Feb. 2005 - Oct. 2010

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Sep. 1994 - Feb. 2005Software Engineer working on the IQ Product (Data Warehouse product) responsible for maintaining bitmap part of the codeline. Fixing defects, writing unit tests. Developed some areas of multiplex feature of IQ.

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Digital Equipment CorporationSoftware Support Engineer

Jan. 1987 - Dec. 1994

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