Senior Manager, Customer Support

NAVEX; Portland (OR); Hybrid; USD 125,000 - 138,000; Full time

Benefits offered by this job

Meaningful Purpose

High-Performance Environment

Candid, Supportive Culture

Growth That Matters

Rewards for Results

Job summary

NAVEX, a global leader in integrated risk and compliance software, seeks a Senior Manager of Customer Support to oversee post-implementation engagement. In a hybrid Portland-area role you will coach, motivate, and manage team members to deliver best-in-class customer support, driving satisfaction, retention, and expansion across our customer base.

You will partner with Product, Engineering, Customer Success, Implementation, and Sales to optimize processes, escalate management issues, and promote

Qualifications

• 5+ years in customer support or related leadership roles.
• 3+ years leading and developing a high-performing SaaS team.
• Strong operational, analytical, and project-management skills.

Responsibilities

• Coach and develop a team of Customer Support Specialists to achieve key performance metrics
• Collect and report metrics specific to team’s performance
• Focus on customer satisfaction and retention in alignment with defined metric targets
• Evaluate and understand the customer satisfaction influencers and ensure tools, training and processes to deliver a superior customer experience
• Serve as a point of escalation for customer issues
• Ensure teams deliver on key metrics
• Collaborate with Product, Engineering, Customer Success, Implementation, and Sales teams

Skills

Customer leadership

Team leadership

Operations management

Project management

CRM systems

Analytics

Strategic initiative

Tools

Salesforce

Gainsight

Job description

At NAVEX, we're transforming the world-making it safer, more ethical, and ensuring every voice is heard. That's real impact. Our high-performance culture is driven by our values. We move with speed, passion and purpose - as one team. We are bold in our ideas, accountable in our actions, and committed to doing the right things right. We are the worldwide leader in integrated risk and compliance management software and services. As a Senior Manager of Customer Support, you will be responsible for the oversight of Customer Support professionals dedicated to providing high quality engagement activities and best-in-class support for our customers post-product implementation. This position reports directly to the Director, Customer Support. In this role, you will coach, motivate, and manage team members to achieve operational excellence while leveraging NAVEX’s award-winning methodologies and processes. You will be responsible for the professional development and growth of team resources and for the delivery of best-in-class Customer Support that drives customer satisfaction and retention while promoting expansion in our customer base and in our annual recurring revenue. This role requires an in depth understanding of NAVEX products and services. Additionally, you will interact directly with customers on management escalations to mitigate issues and drive resolution; and you will collaborate with cross-functional teams to ensure customer lifecycle management. You’ll thrive in this hybrid role surrounded by an engaged, collaborative team deeply committed to your success. Join us and help shape what’s next!

What you’ll get:

• Meaningful Purpose.Your work helps organizations operate with integrity and protect their people- at a scale few companies can match.
• High-Performance Environment.We move with urgency, set ambitious goals, and expect excellence. You'll be trusted with real ownership and supported to do the best work of your career.
• Candid, Supportive Culture.We communicate openly, challenge ideas- not people, and value teammates who embrace bold thinking and continuous improvement.
• Growth That Matters.You can count on authentic feedback, strong accountability, and leaders invested in your success so you can achieve real growth.
• Rewards for Results.We provide clear, competitive compensation designed to recognize measurable outcomes and real impact.

What you’ll do:

• Coach and develop a team of Customer Support Specialists to achieve key performance metrics
• Collect and report metrics specific to team’s performance
• Focus on customer satisfaction and retention in alignment with defined metric targets
• Evaluate and seek to understand the customer satisfaction influencers and ensure teams have the tools, training and processes to deliver a superior customer experience
• Serve as a point of escalation for customer issues
• Ensure teams deliver on key metrics
• Identify and implement enhancements to existing internal processes and procedures
• Hire, lead, and mentor Support professionals fostering a culture of customer advocacy, accountability, continuous improvement and retention
• Collaborate closely with Product, Engineering, Customer Success, Implementation, and Sales teams

What you’ll bring:

• 5+ years of experience in customer support, service delivery, or related customer-facing leadership roles
• 3+ years of experience leading and developing a high-performing team in customer relationship roles in a SaaS or technology environment
• Strong operational management, process optimization, and analytical skills
• Demonstrated ability to effectively manage multiple projects simultaneously, including developing objectives, prioritizing responsibilities, delegating tasks, executing deliverables and tracking and measuring projects to successful completion
• Familiarity with support systems (Salesforce, Gainsight, or similar)
• The ability to plan, direct and own strategic initiatives with minimal management supervision
• High level of attention to detail, excellent follow through and reliability
• Culture Agility.Comfort working in a fast-paced, candid environment that values innovation, healthy debate, and follow-through
• AI Readiness.Curiosity and willingness to use AI and emerging technologies to elevate your work and deliver smarter outcomes
• Fuel performance and outcomes. Leverage your job competencies and champion NAVEX’s core values

Our side of the deal:

• We'll be clear, we'll move fast, and we'll invest in your success. You deserve to be supported, challenged, and rewarded for the impact you make—and we commit to doing that every step of the way.
• The starting pay for this role is $125,000 per annum with a 10% MBO. Discover how you can grow, lead, and make an impact by visiting our career page to learn more. NAVEX is an equal opportunity employer committed to including individuals of all backgrounds, including those with disabilities and veteran status.