Customer Support Manager

Job Description

NetScore Technologies, an award-winning Oracle NetSuite Partner, is currently looking for talented individuals to join our growing cloud ERP practice in Hyderabad. Headquartered in Vienna, Virginia with a strong focus on building AI powered cloud applications for Retail and Wholesale Distribution verticals. NetScore is an Inc. Power Partner and TiE50 award winner. For more information, please visit our website: www.netscoretech.com Why NetScore? We encourage our teams to innovate, experiment and build world-class applications. We are seeking a proactive and customer-focused Customer Support Manager to lead to customer satisfaction and success initiatives. The role focuses on building strong support systems, nurturing long-term relationships, driving retention, and maximizing customer value. Key Responsibilities: Build and manage customer support systems (ticket categorization, FAQs, help portals, CSAT/NPS, analytics, etc.). Lead post-go-live onboarding to ensure effective production support and adhere to customer SLA’s. Maintain and strengthen customer relationships, acting as a key point of contact. Conduct regular check-ins to monitor satisfaction, identify pain points, and recommend solutions. Gather and relay customer feedback to Product and Engineering teams. Design and implement customer-centric best practices to ensure ongoing success. Analyze trends and proactively address recurring customer issues. Monitor contract renewals, reduce churn, and secure renewals. Collaborate with Sales to identify upsell/cross-sell opportunities. Track and resolve client issues promptly and manage stakeholder expectations. Promote high user adoption through training, content (videos, guides), and support. Required Skills & Qualifications: Bachelor's degree in a relevant field. 5–8 years of progressive experience; minimum 3 years in SaaS customer success/support roles. Proven success in building and managing customer support ecosystems. Strong understanding of SaaS product implementation and client lifecycle. Excellent spoken and written communication skills. Experience with US and APAC customer engagement. Proficiency in JIRA and advanced Excel skills for ticket analysis. Willingness to work US night shift. Strong interpersonal and relationship-building skills. Data-driven mindset with experience in customer analytics and reporting. Desirable Skills: Experience in both customer success and product development functions. Familiarity with CRM and ERP systems. Exposure to data warehouse tools, AI/ML applications for customer success. Ability to create interactive help content (videos, cheat sheets). Experience managing or scaling customer support teams in a SaaS setting. Show more Show less