Customer Support Leader - Drive CX & Retention

Netclaim; Lake Oswego (OR); Hybrid; USD 113,000 - 138,000; Full time

Job summary

NAVEX is seeking a Senior Manager of Customer Support to oversee Customer Support professionals delivering high-quality post-implementation engagement and best‑in‑class support. This role reports to the Director, Customer Support and drives customer satisfaction, retention, and expansion of our ARR.

You will coach, motivate, and manage teams to achieve operational excellence while collaborating with Product, Engineering, Customer Success, Implementation, and Sales to shape the customer lifecycle

Qualifications

• 5+ years in customer support, service delivery, or related leadership roles.
• 3+ years leading and developing a high-performing team in SaaS/tech.
• Strong operational management, process optimization, and analytical skills.
• Ability to manage multiple projects with objectives, priorities, and delivery.

Responsibilities

• Coach and develop a team of Customer Support Specialists to hit key metrics.
• Collect and report metrics specific to team performance.
• Focus on customer satisfaction and retention aligned with targets.
• Understand influencers of customer satisfaction and ensure tools and training are available.
• Serve as escalation point for customer issues and drive resolution.
• Collaborate with Product, Engineering, Customer Success, Implementation, and Sales.

Skills

Leadership

SaaS

Ops management

CRM

Analytics

Tools

Salesforce

Gainsight

Job description

NAVEX is seeking a Senior Manager of Customer Support to oversee Customer Support professionals delivering high-quality post-implementation engagement and best‑in‑class support. This role reports to the Director, Customer Support and drives customer satisfaction, retention, and expansion of our ARR.

You will coach, motivate, and manage teams to achieve operational excellence while collaborating with Product, Engineering, Customer Success, Implementation, and Sales to shape the customer lifecycle