Lead High-Touch customer success for existing clients, manage and develop the team, drive KPI-based retention and adoption, and standardize support operations.
About this role
This role leads the customer support function for a B2B SaaS and AI product, with responsibility for shaping how Support contributes to customer satisfaction, continued use, and churn reduction. It sits at the intersection of customer operations, organizational development, and collaboration with Customer Success, Sales, CRE, and Product.
The work includes managing daily Support operations, supporting and developing team members, handling escalations, and designing onboarding, feedback, and 1-on-1 processes. The manager will define and improve KPIs such as inquiry volume, first-contact resolution, response quality, productivity, and customer satisfaction; analyze inquiry data, customer data, and voice-of-customer information; and plan, execute, and evaluate improvement initiatives. Other responsibilities include designing multi-channel support using email and phone, improving escalation flows and operating rules, advancing FAQ and help-page knowledge management, standardizing and automating workflows, and exploring AI-enabled support improvements. Applicants must have practical Customer Support experience in B2B SaaS, experience leading or managing a Support team, and experience developing members, managing operations, using data and KPIs to improve work, designing processes, and resolving customer or organizational issues with other departments.
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