Customer Support /Success Managers

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 opportunities 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

1. 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.

2. Customer Success & Proactive Engagement

Establish a structured mechanism for proactive customer engagement and periodic reviews.

Understand whether customers are deriving the expected value from the software and identify adoption

gaps.

Identify customers with recurring issues, low engagement or dissatisfaction before they become

escalations.

Proactively communicate important product enhancements, capabilities and best practices to customers.

Capture customer feedback and ensure relevant inputs reach the appropriate internal teams.

3. Support Process Review & Continuous Improvement

Regularly review the effectiveness of existing support processes, SLAs, escalation mechanisms and

customer communication practices.

Monitor support operations to identify gaps, delays, bottlenecks, recurring escalations and areas where

processes are not being followed effectively.

Proactively identify patterns in customer issues and initiate corrective and preventive actions (CAPA),

rather than addressing issues only on a case-by-case basis.

Conduct periodic reviews of ageing tickets, repeat complaints, reopened issues and customer

escalations and ensure appropriate corrective actions.

Perform or facilitate Root Cause Analysis (RCA) for significant and recurring issues and ensure identified

actions are taken to closure.

Identify whether recurring support issues can be addressed through product improvements, configuration

changes, better customer training, documentation, automation or changes in internal practices.

Review whether existing SOPs, escalation matrices, checklists and support practices continue to remain

effective as the customer base and product evolve.

Track agreed corrective actions to closure and subsequently review whether the actions have actually

resulted in improvement.

Continuously look for opportunities to make customer support more proactive, efficient, predictable and

scalable.

4. Automation & Self-Service

Identify repetitive customer queries and recurring support work that can be reduced or eliminated.

Develop and continuously improve FAQs, troubleshooting guides, knowledge bases and self-service

resources.

Explore automation for ticket classification, routing, acknowledgement, reminders, escalations and follow-

ups.

Evaluate appropriate use of AI, chatbots and other tools for first-level support and knowledge retrieval.

Use support data to recommend product or process changes that permanently eliminate recurring

support requirements.

5. Customer Support Analytics

Establish and monitor meaningful dashboards and KPIs covering ticket volumes, response time,

resolution time, SLA compliance, ageing tickets, reopened tickets, recurring issues, escalations and

customer satisfaction.

Use support data and trends to identify risks, improvement opportunities and preventive actions.

Present periodic customer support and success reviews to management with observations and action

plans.

6. Team Management

Lead, mentor and develop the customer support team.

Define and reinforce clear responsibilities and accountability within the team.

Monitor individual and team performance and improve product knowledge .