Job Description:

Our support processes and team are already established. We therefore need someone who can take ownership of the function, proactively review support performance, identify recurring issues and gaps, drive corrective actions, engage proactively with customers, and continuously look at prospects for automation and improvement.

About the Role
We are looking for an experienced, proactive and process-oriented Customer Support & Success Manager
to lead our customer support function and ensure a consistently high level of customer satisfaction and
success.
Our support processes and team are already in place. This role is therefore not about merely managing
tickets or creating basic support processes. The person will be expected to continuously review support
performance, identify gaps and recurring issues, proactively take corrective and preventive actions, and
improve the way we engage with and support customers.
The ideal candidate should have experience managing customer support or customer success for a B2B




SaaS or enterprise software product and should be comfortable working closely with customers as well as
internal functional, implementation, product and development teams.
Key Responsibilities
Customer Support Management
 Own and manage the overall customer support function and customer experience.
 Ensure customer issues are acknowledged, prioritized, tracked and resolved within defined SLAs.
 Monitor pending and ageing tickets and proactively drive them towards closure.
 Ensure effective escalation of critical or unresolved issues and appropriate follow-through.
 Coordinate with functional, implementation, product and development teams wherever required.
 Ensure customers receive timely and meaningful communication until resolution.
Customer Success & Proactive Engagement
 Establish a structured mechanism for proactive customer engagement and periodic reviews.
 Understand whether customers are deriving the expected value from th

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