Senior Customer Solutions Manager, Global SaaS Support

Impact; Columbus (OH); Hybrid; USD 90,000 - 110,000; Full time

Benefits offered by this job

Medical, Dental, and Vision insurance

RSU equity program

Flexible PTO and 401(k)

Parental leave policy

Coursera access and growth benefits

Technology stipend for home office

Job summary

impact.com is expanding its global support organization and seeks a seasoned Customer Solutions Manager in Columbus. Hybrid role requiring in-office presence three days per week, overseeing a high-performing team of Support Specialists across time zones.

You will drive operational rigor, develop talent, and own escalations while leveraging AI tooling to automate routine tasks and improve customer outcomes. Salary range reflects market norms in the region.

Qualifications

• Seasoned leadership in support teams in a fast-paced SaaS environment.
• Hands-on CRM QA tooling experience (Freshdesk, Zendesk).
• Familiarity with MarTech, affiliate, creator, or partnership marketing spaces.
• Proven ability to build and maintain high-performing teams and formal performance management.
• Strong data literacy with ability to extract insights and drive action.
• Affinitiy for AI tooling to improve operational efficiency.
• Excellent written and verbal communication with cross-functional stakeholders.

Responsibilities

• Drive operational rigor and hit KPIs for the Columbus support team.
• Develop talent and drive accountability through coaching and career pathing.
• Manage performance with coaching, PIPs, and standards for the team.
• Own escalations and represent Voice-of-the-Customer to Product and Eng teams.
• Establish reporting discipline and make data-driven decisions to improve performance.
• Champion AI-enabled automation to reduce repetitive work and elevate problem solving.
• Navigate ambiguity and coordinate with global teams across time zones.

Skills

Leadership

CRM & QA discipline

MarTech affinity

High performance standards

Operational & data literacy

AI & technology fluency

Exceptional communication

Tools

Freshdesk

Zendesk

Job description

impact.com is expanding its global support organization and seeks a seasoned Customer Solutions Manager in Columbus. Hybrid role requiring in-office presence three days per week, overseeing a high-performing team of Support Specialists across time zones.

You will drive operational rigor, develop talent, and own escalations while leveraging AI tooling to automate routine tasks and improve customer outcomes. Salary range reflects market norms in the region.