Hybrid Senior Manager, Customer Support & Experience

NAVEX Global, Inc.; Lake Oswego, Northern (OR, KY); Hybrid; USD 113,000 - 138,000; Full time

Job summary

NAVEX Global, Inc. is seeking a Senior Manager of Customer Support to oversee a team delivering best‑in‑class post‑implementation support and customer success initiatives. You will coach and mentor staff, escalate issues, and collaborate with Product, Engineering, and Sales to optimize the customer lifecycle.

You will drive metrics, retention, and expansion while leveraging NAVEX’s methodologies and a strong focus on customer outcomes in a hybrid work environment.

Qualifications

• 5+ years of experience in customer support or related leadership roles
• 3+ years of experience leading high performing teams in SaaS/tech
• Strong operational management and analytical skills
• Ability to manage multiple projects with clear objectives and ownership

Responsibilities

• Coach and develop a team of Customer Support Specialists to achieve key performance metrics
• Collect and report metrics specific to the team’s performance
• Focus on customer satisfaction and retention aligned with targets
• Evaluate influencers of customer satisfaction and ensure tools and processes support a superior experience
• Serve as escalation point for customer issues
• Ensure teams deliver on key metrics
• Identify and implement improvements to internal processes
• Hire, lead, and mentor support professionals fostering advocacy and retention

Skills

Team leadership

Operational management

Process optimization

Analytical skills

AI readiness

Tools

Salesforce

Gainsight

Job description

NAVEX Global, Inc. is seeking a Senior Manager of Customer Support to oversee a team delivering best‑in‑class post‑implementation support and customer success initiatives. You will coach and mentor staff, escalate issues, and collaborate with Product, Engineering, and Sales to optimize the customer lifecycle.

You will drive metrics, retention, and expansion while leveraging NAVEX’s methodologies and a strong focus on customer outcomes in a hybrid work environment.