Senior Manager, Customer Support

About the role

As a Senior Manager of Customer Support, you will oversee 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 of Customer Support. 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 delivering best-in-class Customer Support that drives customer satisfaction, retention, and expansion in our customer base and annual recurring revenue.

This role requires an in-depth understanding of NAVEX products and services. You will interact directly with customers on management escalations to mitigate issues and drive resolution, and 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.

What you’ll do

• 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 in alignment with defined metric targets
• Evaluate and understand 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

Requirements

• 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)
• 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
• Ability to fuel performance and outcomes by leveraging job competencies and championing NAVEX’s core values

Benefits

• Meaningful purpose: your work helps organizations operate with integrity and protect their people at a scale few companies can match
• High-performance environment: move with urgency, set ambitious goals, and expect excellence with real ownership and support
• Candid, supportive culture: open communication, challenge ideas—not people—and value bold thinking and continuous improvement
• Growth that matters: authentic feedback, strong accountability, and leaders invested in your success
• Rewards for results: clear, competitive compensation designed to recognize measurable outcomes and real impact

Pay

The starting pay for this role is $125,000 per annum with a 10% MBO.