Customer Support Manager

Job Summary

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