Key skills
Customer Support ManagementClient Success StrategySaaS ExperienceOperational ManagementTeam LeadershipCommunication SkillsCoachingIssue ResolutionCustomer Health ScoringPresentation SkillsMentoringSaaSLeadershipCommunicationCustomer SuccessAccount Management
About this role
Fullsteam is an innovative company that develops premier SaaS solutions for associations and nonprofits. They are seeking a Manager of Customer Support & Client Success to lead a team focused on delivering exceptional service and ensuring clients successfully adopt and optimize their platform, ClearVantage.
Responsibilities:
- Lead, mentor, and develop a high performing team of Customer Support Analysts
- Oversee support operations, ensuring consistent adherence to SLAs, quality standards, and issue resolution workflows
- Maintain ownership of high risk escalations and guide the team in de-escalation strategies
- Own the business level strategy for retention for our association clients
- Guide strategic conversations with association leadership teams (e.g., executive directors, membership directors, program heads)
- Monitor client health across the customer base and intervene when risks emerge
- Serve as an internal champion for the needs, challenges, and strategic priorities of our clients
- Analyze support trends, platform usage patterns, and client behavior to identify opportunities for improvement
- Drive initiatives that reduce ticket volume through automation, documentation, and training
Requirements:
- 5–7+ years in Customer Support, Customer Success, or Account Management within a SaaS environment
- 2+ years of leadership or team management experience
- Strong operational management skills—able to scale processes, create structure, and improve service quality
- Exceptional communication and executive‑level presentation skills
- Experience with customer health scoring, and lifecycle management
- Experience in the membership/nonprofit/association industry using an AMS highly preferred
- Excellent oral and written communication skills
- Ability to coach, mentor, and develop a high performing team‑performing team
- Confident presentation and facilitation skills
- Ability to triage, diagnose, and resolve complex product issues
- Experience managing escalations or guiding teams through them