Customer Support Manager

A company is looking for a Manager of Customer Support & Client Success to lead a team focused on client partnership and service excellence.

Key Responsibilities

Lead and develop a high-performing team of Customer Support Analysts while overseeing support operations

Own the client retention strategy and guide strategic conversations with association leadership teams

Analyze support trends and drive initiatives to improve service quality and reduce ticket volume

Required Qualifications

5-7+ years in Customer Support, Customer Success, or Account Management within a SaaS environment

2+ years of leadership or team management experience

Experience in the membership / nonprofit / association industry using an AMS is highly preferred

Strong operational management skills to scale processes and improve service quality

Experience with customer health scoring and lifecycle management