Customer Support Manager

Responsibilities:

• Directly manage and performance-coach a small team of CSMs, establishing clear operating cadences and enforcing CRM hygiene.
• Build, implement, and enforce playbooks across onboarding, account reviews, and renewals to keep operations running smoothly.
• Own key metrics including adoption, customer health, churn prevention, and Net Retention Rate.
• Work closely with Sales and Product leadership to align feedback loops and forecast expansion.

Qualifications:

• 5+ years of leadership experience in Customer Success, Account Management, or Post-Sales within a SaaS environment.
• Proven track record of building structure, streamlining processes, and elevating team performance.
• Hands-on experience with CS tooling, health-scoring models, and retention forecasting.

Work Environment:

• Must provide own workstation, computer, headset, and reliable internet connection.
• May need to pass background checks and provide government-issued photo ID.
• Must work standard business hours based on Pacific time.

About Us:

• SalesCloser is an advanced conversational AI platform that automates sales operations across multiple languages.
• The company offers a dynamic environment with a global, multi-cultural team and opportunities for growth.