Job Role : Customer Support Manager - SaaS B2B Location: Hyderabad Work Mode: Work from Office only. Travel: Candidate should be open to travel based on business demand **Travel to client locations for up to 3 to 4 days per quarter based on business requirement Experience: 10+ Years of relevant experience in Customer Support including 4+ Years in Team Management. ** SaaS-B2B Customer Support Experience is mandated. **Prior experience in sales is a strong advantage. Industry: SaaS / Technology Educational Background: Bachelors degree in Computer Science, IT, Business Administration, or related field (MBA preferred). Job Overview: We are seeking a seasoned Customer Support Manager with a strong background in technical support and proven experience in managing high-performing teams within a SaaS environment. The ideal candidate should have 10+ years of overall experience with at least 3 years in a leadership capacity, driving support excellence. This is a work-from-office role that requires close collaboration with the Delivery team and other cross-functional teams. Occasional client visits (3 to 4 days per quarter) are expected based on business needs. Candidates with a tech support background, prior sales experience, and familiarity with AI tools will be given preference. Key Responsibilities Lead and manage the customer support team to consistently deliver world-class support experiences Handle team development, performance management, coaching, and professional growth Establish and continuously improve support processes, KPIs, and quality standards Manage escalations and ensure swift resolution of high-priority or complex client issues Collaborate closely with the Delivery team, Product, Engineering, and Sales to drive holistic customer satisfaction Plan and execute customer site visits (approx. once per quarter) to strengthen relationships and understand customer needs Drive the adoption and integration of AI-based support tools and technologies Ensure the development and upkeep of internal and external knowledge resources Analyze support trends and customer feedback to inform strategic decisions Build a culture of ownership, accountability, empathy, and problem-solving within the team Key Skills People Management & Team Leadership Conflict Resolution & Stakeholder Management SaaS Customer Support Experience Technical Support Expertise Excellent Communication (Hindi and English preferably) & Customer Handling Skills Support Metrics & Performance Analysis CRM & Support Tools (e.g., Zendesk, Freshdesk, Salesforce) Escalation & Crisis Management Process Optimization & Knowledge Management Collaboration with Cross-Functional Teams (Delivery, Product, Sales) Familiarity with AI Support Tools / Automation Qualifications Bachelors degree in Computer Science, IT, Business Administration, or related field (MBA preferred) 10+ years of relevant experience in customer support, with at least 4 years in a team leadership role. Strong experience in SaaS-B2B based customer support is mandatory. Previous experience in technical support roles is highly preferred. Prior experience in sales or customer success is a strong advantage Exposure to AI-driven support tools will be a plus Willingness to travel to client locations for up to 3 to 4 days per quarter Must be comfortable working full-time from the office Role: Customer Success Manager Industry Type: IT Services & Consulting Department: Customer Success , Service & Operations Employment Type: Full Time, Permanent Role Category: Customer Success Education: B.Tech/B.E. in Any Specialization Show more Show less
As a Customer Support Manager in the SaaS B2B industry, you will play a crucial role in leading and managing a dedicated team to consistently deliver exceptional support experiences to enterprise clients. With over 10 years of relevant experience, including at least 4 years in team management, you will be responsible for driving support excellence within a SaaS environment. Your primary focus will be on establishing and enhancing support processes, quality standards, and KPIs to ensure customer satisfaction. Working closely with cross-functional teams such as Delivery, Product, Engineering, and Sales, you will collaborate to address high-priority client issues, optimize support tools and technologies, and drive overall customer success. Occasional client visits are expected to strengthen relationships and gain insights into customer needs. Candidates with a technical support background, sales experience, and familiarity with AI tools will be preferred for this role. Key Responsibilities: - Lead and manage the customer support team to deliver world-class support experiences - Develop team members through coaching, performance management, and professional growth - Establish and improve support processes, KPIs, and quality standards - Manage escalations and ensure timely resolution of complex client issues - Collaborate with cross-functional teams to enhance customer satisfaction - Conduct customer site visits to strengthen relationships and gather feedback - Drive the adoption of AI-based support tools and technologies - Maintain internal and external knowledge resources - Analyze support trends and customer feedback to drive strategic decisions - Foster a culture of ownership, accountability, empathy, and problem-solving within the team Key Skills: - People Management & Team Leadership - Conflict Resolution & Stakeholder Management - SaaS Customer Support Experience - Technical Support Expertise - Excellent Communication Skills (Hindi and English) - Support Metrics & Performance Analysis - CRM & Support Tools Proficiency (e.g., Zendesk, Freshdesk, Salesforce) - Escalation & Crisis Management - Process Optimization & Knowledge Management - Collaboration with Cross-Functional Teams - Familiarity with AI Support Tools & Automation Qualifications: - Bachelor's degree in Computer Science, IT, Business Administration, or related field (MBA preferred) - 10+ years of customer support experience, with 4+ years in a leadership role - Strong background in SaaS-B2B customer support - Previous technical support roles are advantageous - Sales or customer success experience is a plus - Exposure to AI-driven support tools is beneficial - Willingness to travel to client locations occasionally - Full-time office-based role If you meet the qualifications and are passionate about delivering exceptional customer support in a SaaS environment, we encourage you to apply for this rewarding Customer Support Manager position.,
Role Overview: As a Customer Support Manager in the SaaS B2B industry, you will lead and manage a dedicated team to provide exceptional support experiences to enterprise clients. Your main focus will be on establishing and enhancing support processes, quality standards, and KPIs to ensure customer satisfaction. Collaborating with cross-functional teams, occasional client visits, and fostering a culture of ownership and problem-solving are key aspects of this role. Key Responsibilities: - Lead and manage the customer support team to deliver world-class support experiences - Develop team members through coaching, performance management, and professional growth - Establish and improve support processes, KPIs, and quality standards - Manage escalations and ensure timely resolution of complex client issues - Collaborate with cross-functional teams to enhance customer satisfaction - Conduct customer site visits to strengthen relationships and gather feedback - Drive the adoption of AI-based support tools and technologies - Maintain internal and external knowledge resources - Analyze support trends and customer feedback to drive strategic decisions - Foster a culture of ownership, accountability, empathy, and problem-solving within the team Key Skills: - People Management & Team Leadership - Conflict Resolution & Stakeholder Management - SaaS Customer Support Experience - Technical Support Expertise - Excellent Communication Skills (Hindi and English) - Support Metrics & Performance Analysis - CRM & Support Tools Proficiency (e.g., Zendesk, Freshdesk, Salesforce) - Escalation & Crisis Management - Process Optimization & Knowledge Management - Collaboration with Cross-Functional Teams - Familiarity with AI Support Tools & Automation Qualifications: - Bachelor's degree in Computer Science, IT, Business Administration, or related field (MBA preferred) - 10+ years of customer support experience, with 4+ years in a leadership role - Strong background in SaaS-B2B customer support - Previous technical support roles are advantageous - Sales or customer success experience is a plus - Exposure to AI-driven support tools is beneficial - Willingness to travel to client locations occasionally - Full-time office-based role,
Acads360 is a young start-up which has built a disruptive product PRM360. PRM360 is a global e-Procurement solution provided to our clients. The Role You Will Be Responsible For Driving product adoption and customer value at key accounts and identifying additional opportunities for customer expansion. Collaborating with the sales team on account strategy development for assigned customers. Defining best practices, metrics and goals and leading the Customer success teams towards achieving these. Ensuring a high degree of customer renewals. Building strong product expertise and providing training & ongoing support to key accounts as required. Providing feedback and advocacy on customer pain-points to internal teams. Ensuring strong customer service levels are met in line with Company objectives. Supporting the customer service team in resolving escalated issues or complaints. Collaborating effectively with supply chain, sales and other teams to ensure prompt and accurate order processing and delivery. Developing plans to improve customer experience and satisfaction along with other internal stakeholders. Recruiting, training, coaching and performance managing the customer service team. Managing a team of 6-10 people. Ideal Profile You have at least 10 years experience within a Customer Service or Customer Success role, ideally within the IT Services and Software / SaaS industry. You possess excellent interpersonal as well as written and verbal communication skills. You have working knowledge of b2b saas, saas, enterprise clients, customer success, customer support, production support, customer experience and customer support b2b saas You are highly goal driven and work well in fast paced environments You are a strong networker & relationship builder You are a strong mentor and coach who can build high performing teams You are willing to undertake 0-30% travel. What's on Offer? Work alongside & learn from best in class talent Leadership Role A role that offers a breadth of learning opportunities