Customer Support Lead or Manager B2B SaaS

Role: Customer Support Lead / Manager - B2B SaaS

Location:

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Role Snapshot:

We are looking for a seasoned Customer Support Leader who brings deep SaaS expertise, strong people leadership, and a passion for customer excellence. This is a mission-critical leadership role that shapes how our customers experience our product, our teams, and our brand.

The ideal candidate is someone who has scaled support teams, built resilient processes, handled enterprise escalations, and driven transformation using technology and AI-enabled tools. This is a high-visibility, work-from-office leadership role requiring close collaboration with Product, Engineering, Delivery, and Sales.

Key Responsibilities:

• Lead, mentor, and scale a high-performance customer support organization delivering consistent, world-class experiences.
• Drive support strategy, operational excellence, KPIs, and service quality standards across enterprise customers.
• Own critical escalations, crisis situations, and executive-level client interactions with speed and confidence.
• Build a strong performance culture through structured coaching, reviews, and growth frameworks.
• Partner closely with Delivery, Product, Engineering, and Sales to ensure seamless issue resolution and proactive customer success.
• Lead quarterly on-site client visits (34 days) to strengthen partnerships and uncover deeper business needs.
• Own customer renewals in collaboration with Sales and Customer Success teams, ensuring high retention and minimized churn.
• Identify, influence, and execute upselling and cross-selling opportunities through strong customer engagement, usage insights, and value positioning.
• Champion the adoption of AI-powered support tools, automation, and intelligent ticket routing.
• Drive knowledge management, documentation standards, and internal enablement for faster resolution.
• Convert support data, trends, and feedback into strategic insights for leadership and product roadmap decisions.
• Build a culture grounded in ownership, accountability, empathy, and outcome-driven problem solving.

Key Skills:

• 10+ years of proven experience in Customer Support, including 3+ years in a people leadership role.
• Mandatory experience in B2B / Enterprise SaaS customer support.
• Strong roots in technical support with the ability to understand product architecture and integrations.
• Prior exposure to Sales, Customer Success, or Project Management is a strong advantage.
• Hands-on experience with CRM & Support platforms such as Zendesk, Freshdesk, Salesforce, or similar.
• High proficiency in support metrics, SLA governance, performance analytics, and continuous improvement frameworks.
• Exceptional communication, negotiation, and conflict resolution skills (Hindi & English preferred).
• Strong exposure to or keen interest in AI-driven support automation and intelligent workflows.
• Comfortable operating in a fast-paced, high-accountability, office-first environment.

Qualifications:

• Bachelors degree in Computer Science, IT, Business Administration, or related discipline (MBA preferred).
• 10+ years of relevant experience in customer support with 3+ years in a leadership capacity.
• Enterprise SaaS support experience is mandatory.
• Prior experience in technical support is highly preferred.
• Exposure to AI-based support tools and automation platforms is a strong plus.
• Open to travel for client engagements up to 34 days per quarter.
• Must be comfortable working full-time from the Hyderabad office.

Why This Role is a Career-Defining Opportunity?

• Lead the frontline of customer experience for a high-growth SaaS product.
• Drive enterprise-scale impact with direct influence on product, revenue, and retention.
• Work alongside senior leadership and cross-functional experts.
• Build, scale, and transform support operations with AI and automation.
• A high-ownership role with strong visibility, growth potential, and long-term leadership trajectory.