Customer Support Manager

• Directly manage and performance-coach a small team of Customer Success Managers
• Establish operating cadences, enforce CRM hygiene, and focus the team on results
• Build, implement, and enforce playbooks for onboarding, account reviews, and renewals
• Own adoption, customer health, churn prevention, and Net Retention Rate metrics
• Create action plans for at-risk accounts
• Collaborate with Sales and Product leadership on feedback loops and expansion forecasting
• Foster a high-accountability, customer-first culture
• Continuously refine processes to support a growing customer base
• Reduce churn and improve customer outcomes through strategic engagement
• Support renewal motions and maintain customer alignment
• Track and analyze KPIs including adoption, engagement, churn risk, and retention
• Share insights to improve products, processes, and customer experience

• 5+ years of leadership experience in Customer Success, Account Management, or Post-Sales within a fast-paced SaaS environment
• Proven track record of building structure, streamlining processes, and elevating team performance
• Strong organizational and analytical skills
• Hands-on experience with CS tooling, health-scoring models, CRM data hygiene, and retention forecasting
• Experience building or optimizing CS playbooks and automation workflows
• Strong writing, phone, and general communication skills
• Technical, analytical, and results-driven; able to multitask in a fast-paced environment
• Fluent in English (spoken and written)
• Knowledge of a second language is considered an asset
• Must provide a valid government-issued photo ID after hiring
• Must be prepared to work standard business hours based on Pacific time
• Must provide own workstation, computer, headset, and fast, reliable internet connection

• Comprehensive training program and regular performance reviews to facilitate your success
• Great referral programs with incentives and bonuses
• Amazing growth opportunities for your personal development
• Competitive compensation based on experience and proven abilities
• Exciting and dynamic environment with a great leadership team
• Global workforce of multi-cultural and talented colleagues
• Own workstation, computer, and headset provided by candidate; fast and reliable internet connection required