Senior Manager, Customer Success & Support

Position Overview

We are seeking a Senior Manager of Customer Success & Support — a self-motivated, action-oriented leader with exceptional strategic planning, operational execution, and business development skills. This role combines visionary leadership with hands-on management of customer success, support, enablement, and implementation teams to deliver best-in-class secure identity solutions serving the access control market.

The ideal candidate will be an outstanding communicator with a deep background in customer relationship management, professional services, and client success. You will lead with empathy and accountability, ensuring that every customer interaction strengthens trust, retention, and value realization.

Key Responsibilities

Leadership & Team Management

• Lead, mentor, and coach a team of Support Engineers, cultivating future company leaders and promoting cross-organizational growth.
• Develop and execute strategic plans that align customer success operations with overall company objectives and revenue growth.
• Monitor team performance and establish clear KPIs (response time, resolution time, customer satisfaction).
• Foster a culture of accountability, continuous improvement, and customer empathy.

Customer Operations & Service Excellence

• Oversee all aspects of customer support operations, ensuring adherence to SLAs, high satisfaction, and a customer-centric service culture.
• Serve as the senior escalation point for critical client issues, working directly with enterprise and top-tier accounts to ensure outcomes and retention.
• Maintain low customer churn, even in dynamic market conditions or product evolution cycles.
• Collaborate with Product and Engineering to influence roadmap priorities and develop client-driven product specifications and best practices for access control.

Process Innovation & Enablement

• Design and implement structured onboarding and training programs that accelerate time-to-value for new customers.
• Introduce scalable processes, knowledge bases, and automation within platforms such as Zendesk, HubSpot, NetSuite, Jira and Confluence to increase transparency and operational efficiency.
• Drive continuous improvement through feedback loops, performance metrics, and proactive support analytics.

Business Growth & Cross-Functional Impact

• Partner with Sales, Product, and Channel teams to identify expansion opportunities and drive account growth through exceptional service delivery.
• Develop professional service offerings and delivery models that expand the company’s value proposition and market competitiveness.
• Champion customer advocacy and ensure that every engagement reinforces the company’s reputation for reliability, innovation, and trust.

Skills & Experience

• 8 years of progressive experience in Customer Success, Support, or Professional Services leadership within a technology environment.
• Proven success managing high-growth, global teams and navigating complex, customer-facing challenges.
• Deep operational expertise across customer support systems (e.g., Zendesk, Jira, HubSpot, NetSuite) and experience integrating internal IT infrastructure for efficiency.
• Strong communication and relationship-building skills, capable of engaging directly with executives and enterprise clients.
• Demonstrated track record of reducing churn, scaling service functions, and leading teams through transformation.
• Strategic thinker who can balance tactical execution with long-term business planning. Willingness to undergo a security background check and participate in annual security training.

Preferred Qualifications

• Experience in the physical access control, mobility and/or IoT industry.

• Background supporting enterprise-level or Fortune 200 customers in global markets.

• Exposure to distributed global teams and scaling support functions.