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At Clover Health, every member interaction builds trust and shapes health outcomes. We are hiring a Quality Assurance Lead to own and mature the Quality Assurance program for Clover’s Houston...

At Clover Health, every member interaction builds trust and shapes health outcomes. We are hiring a Quality Assurance Lead to own and mature the Quality Assurance program for Clover’s Houston...

Headquarters: United States, Remote

Our Mission:

6sense's mission is to multiply what matters: growth, retention, and efficiency.  We envision a future where companies, teams and people reach their full potential.

Our People:

People are the heart and soul of 6sense. We serve with passion and purpose. We live by our Being 6sense values of Win as One Team, Stay Curious, Do The Right Thing, Own the Outcome, and Create Belonging.  Every 6sensor plays a part in defining the future of our industry-leading technology.  6sense is a place where difference-makers roll up their sleeves, take risks, act with integrity, and measure success by the value we create for our customers.  We want 6sense to be the best chapter of your career. 

The Role

As a Manager, Customer Success, you will lead a team of approximately 7-8 Customer Success Managers responsible for a combined portfolio of Upmarket customers with annual contract values ranging from $100K to $500K and representing approximately $15M-$20M in ARR.

You will be responsible for driving customer retention, adoption, customer value realization, and operational excellence across your team's portfolio while developing and coaching a high-performing team of Customer Success Managers. This role requires a strong people leader who can balance business performance, talent development, forecasting discipline, and customer outcomes.

Success in this role requires the ability to develop top talent, create accountability, establish operational rigor, and partner cross-functionally to ensure customers realize measurable business value from their investment in 6sense.

You will work closely with Sales, Professional Services, Support, Product, Marketing, and Revenue Operations to help customers achieve their goals while contributing to the continued growth and scale of the Customer Success organization.

What You'll Do

Lead and Develop a High-Performing Team

• Lead, coach, and develop a team of approximately 7-8 Customer Success Managers supporting Upmarket customers.
• Create a culture of accountability, customer-centricity, collaboration, and continuous improvement.
• Conduct regular coaching sessions, performance reviews, talent assessments, and career development conversations.
• Establish clear expectations and operating rhythms that drive consistent execution and customer outcomes.
• Recruit, onboard, and develop Customer Success talent while supporting succession planning across the organization.
• Inspire and motivate a team that consistently delivers exceptional customer experiences and business results.

Drive Customer Success Outcomes

• Lead a team responsible for customers with annual contract values between $100K and $500K and a combined portfolio of approximately $15M-$20M in ARR.
• Drive strong Gross Revenue Retention (GRR), customer adoption, customer satisfaction, and value realization across the portfolio.
• Coach Customer Success Managers on account strategy, executive stakeholder engagement, success planning, renewal strategy, risk mitigation, and value delivery, ensuring they understand and own the renewal process.
• Ensure Customer Success Managers proactively identify customer risks and execute strategies to improve retention outcomes.
• Partner with Sales leadership to align on customer health, growth opportunities, and strategic account planning.
• Drive a high level of customer engagement and executive alignment across key accounts.

Drive Operational Excellence

• Own portfolio forecasting processes, renewal inspections, customer health reviews, and risk management practices.
• Ensure consistent execution of success plans, Executive Business Reviews (EBRs), account reviews, and customer engagement standards.
• Use data and analytics to identify trends, improve performance, and drive informed decision-making.
• Drive adoption of Customer Success processes, tools, and best practices across the team.
• Champion initiatives that improve efficiency, scalability, forecast accuracy, and customer outcomes.

Partner Across the Business

• Collaborate closely with Sales, Product, Professional Services, Support, Marketing, and RevOps to deliver a world-class customer experience.
• Act as a voice of the customer and advocate for customer needs across the organization.
• Support strategic initiatives focused on customer retention, product adoption, operational scale, and customer value realization.
• Help shape the future of Customer Success programs, processes, and operating models as the business continues to grow.

What We're Looking For

• 5+ years of people leadership experience leading customer-facing teams within a SaaS organization.
• 8+ years of experience in Customer Success, Account Management, Professional Services, Consulting, or other customer-facing roles.
• Proven track record of building, developing, and retaining high-performing teams.
• Experience leading teams responsible for customer retention, adoption, and customer outcomes.
• Strong understanding of SaaS business models and key metrics, including GRR, churn, forecasting, customer health, and product adoption.
• Experience coaching teams on executive engagement, account strategy, value realization, and risk management.
• Excellent communication, coaching, and leadership skills.
• Demonstrated ability to drive operational rigor and accountability through data-driven management practices.
• Strong analytical and problem-solving skills with the ability to translate data into action.
• Comfortable leveraging AI-powered tools and workflows to improve team productivity, customer insights, coaching effectiveness, and operational scale.
• Ability to thrive in a fast-paced, high-growth environment.
• Ability to travel up to 25% for customer meetings, team events, and company programs.

Preferred Qualifications

• Experience leading Customer Success teams supporting enterprise or upmarket SaaS customers.
• Experience managing teams responsible for portfolios between $15M and $20M in ARR.
• Experience within MarTech, AdTech, SalesTech, Revenue Technology, or related B2B SaaS industries.
• Familiarity with Salesforce, Gainsight, Clari, Gong, and other customer success technologies.
• Experience helping scale Customer Success organizations, teams, and operating models.

Why 6sense

At 6sense, you'll have the opportunity to lead a talented team, influence the future of Customer Success, and directly impact customer retention and business outcomes across a diverse portfolio of Upmarket customers.

You'll work alongside some of the industry's most innovative leaders while helping customers transform how they identify, engage, and convert buyers. You'll have the autonomy to make an impact, the support of a world-class leadership team, and the opportunity to grow your career while developing the next generation of Customer Success talent.

If you're passionate about building great teams, creating exceptional customer outcomes, and helping scale a world-class Customer Success organization, we'd love to hear from you.

 

Base Salary Range: $113,400-150,100. The base salary range represents the anticipated low and high end of the base salary range for this position. Actual salaries may vary and may be above or below the range based on various factors, including but not limited to work location and experience. The base salary is one component of 6sense’s total compensation package for this position. Other compensation may include a bonus program or commission plan, and stock options if approved by 6sense’s board. In addition, 6sense provides a variety of benefits, including generous health insurance coverage, life, and disability insurance, a 401K employer matching program, paid holidays, self-care days, and paid time off (PTO). #Li-remote

Notice of Collection and Use of Personal Information for California Residents: California Recruitment Privacy Notice and Policy

Our Benefits: 

Full-time employees can take advantage of health coverage, paid parental leave, generous paid time-off and holidays, quarterly self-care days off, and stock options. We’ll make sure you have the equipment and support you need to work and connect with your teams, at home or in one of our offices. 

We have a growth mindset culture that is represented in all that we do, from onboarding through to numerous learning and development initiatives including access to our LinkedIn Learning platform. Employee well-being is also top of mind for us. We host quarterly wellness education sessions to encourage self care and personal growth. From wellness days to ERG-hosted events, we celebrate and energize all 6sense employees and their backgrounds. 

Equal Opportunity Employer: 

6sense is an Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to jobs@6sense.com. 

We are aware of recruiting impersonation attempts that are not affiliated with 6sense in any way. All email communications from 6sense will originate from the @6sense.com domain. We will not initially contact you via text message and will never request payments. If you are uncertain whether you have been contacted by an official 6sense employee, reach out to jobs@6sense.com 

To apply: https://weworkremotely.com/remote-jobs/6sense-manager-customer-success-upmarket

Rithum™ is the world’s most trusted commerce network, accelerating how brands, suppliers, and retailers work together to deliver seamless e-commerce experiences. We provide an unmatched platform for brands and retailers,...

Nango (YC W23) connects agents to 1,000 APIs so they can act & learn.

Obsidian Security is a global leader in cyber security protecting the SaaS and non-human identity layer modern enterprises run on — from Salesforce and Snowflake to the AI agents now deployed inside them. The Obsidian Security platform gives unified visibility into every human and machine identity, app, and integration across their SaaS estate, detects identity-based and supply chain attacks in real time, and enforces least-privilege access before it’s exploited. Trusted by major Fortune 500 companies T-Mobile, Workday, Snowflake, and S&P Global, Obsidian ranked No. 95 on the 2025 Deloitte Technology Fast 500™, growing nearly 1000% from 2021–2024 — helping CISOs turn an unmonitored attack surface into one they can govern with confidence. Obsidian has also been recognized by Forbes as America’s Best Startup Employers in 2026.

In August 2026, Obsidian raised $85 million in Series D financing led by Crescent Cove Advisors, with participation from existing investors including Greylock Partners, Menlo Ventures, Norwest Venture Partners, IVP, Wing Ventures, and GV — pushing Obsidian’s valuation to $1.1 billion, crossing into unicorn status. Obsidian is using the funding to deepen its R&D in agentic AI security and extend its platform as the standard for governing what AI agents can access and do inside third-party applications.

With global momentum, a growing partner ecosystem including SentinelOne, Databricks, and Google Cloud, and fresh capital from its Series D behind it, Obsidian is scaling rapidly toward long-term growth and IPO readiness.

Team: Global Services & Delivery

Location:[Remote / Hybrid - NYC, NY/Dallas, TX/Philadelphia, PA

About the Role:

Obsidian Security protects organizations against threats across their SaaS and identity environments. We’re looking for a hands-on technical leader to run customer support and lead a team of five support engineers.

You will be Obsidian’s technical lead for complex customer support issues: helping engineers investigate difficult cases, taking ownership of critical escalations, and working with Product and Engineering to drive them to resolution. You will also manage the team day-to-day, coaching engineers, setting priorities, maintaining coverage, and building a consistently strong customer experience.

As we introduce automation and agentic AI into support, you will help the team adopt new ways of working and use what you learn from customer issues to improve those systems. This role is suited to someone who enjoys both solving hard technical problems and developing the people who solve them.

What you’ll do

• Lead, coach, and develop a team of five support engineers, including performance management, career growth, and hiring as the team evolves.
• Own the support team’s daily operation: case prioritization, workload, coverage, escalation paths, quality standards, and customer communication.
• Serve as the technical lead for complex and high-priority escalations. Investigate issues alongside the team, form clear technical assessments, and coordinate resolution with Product and Engineering.
• Build deep expertise in Obsidian’s platform and the SaaS, identity, API, and security environments our customers rely on.
• Raise the team’s technical capability through case reviews, troubleshooting guidance, documentation, and coaching.
• Represent support in critical customer situations, providing clear updates, setting expectations, and maintaining ownership through resolution.
• Identify recurring issues and work with Product and Engineering on product fixes, better diagnostics, and improvements to the support experience.
• Partner with the team building our agentic AI systems to introduce new capabilities into support, train engineers, and provide feedback from real customer cases.
• Track support quality, resolution time, SLA performance, customer satisfaction, and the impact of automation; use those measures to improve how the team operates.

What we’re looking for

• Significant hands-on experience supporting a complex B2B SaaS, cybersecurity, identity, or infrastructure product.
• Strong technical troubleshooting skills, including the ability to investigate ambiguous issues, work across APIs and integrations, interpret logs and product behavior, and engage Engineering effectively.
• Experience leading a small technical team, either as a people manager or as a technical lead with meaningful coaching and operational responsibility.
• Sound judgment during customer escalations, with the ability to balance technical investigation, urgency, and clear communication.
• A track record of developing engineers and improving team practices while staying close to the technical work.
• Comfort using support metrics to identify problems and improve quality and efficiency.
• Interest in applying automation and AI to support workflows, with a practical understanding of where human judgment remains essential.

Nice to have

• Experience with SaaS security, identity, OAuth, SAML, or enterprise application integrations.
• Experience leading support for security incidents or other time-sensitive customer issues.
• Experience introducing automation, AI, or self-service capabilities into a support team.

Employee Benefits

Our competitive benefits packages are designed to support our employees’ well-being, both at work and at home.  Our US based employees enjoy:

• Competitive compensation with equity and 401k
• Comprehensive healthcare with dental and vision coverage
• Flexible paid time off and paid holiday time off
• 12 weeks of new parent or family leave
• Personal and professional development resources

For more details on our US benefits, or for information on our international benefits, please see here.

Pay Transparancy

Please note that the base pay range is a guideline and for candidates who receive an offer, the base pay will vary based on factors such as work location, as well as the knowledge, skills and experience of the candidate. In addition to a competitive base salary, this position is eligible for equity awards and may be eligible for sales commission or incentive compensation based on the role or function within the company.

At Obsidian, we are proud to be an equal-opportunity employer. We value diversity and hire for talent, passion, and compassion. In compliance with federal law, all persons hired will be required to submit satisfactory proof of identity and legal authorization.  If you have a need that requires accommodation, please contact accommodations@obsidiansecurity.com

Information collected and processed as part of any job applications you choose to submit is subject to Obsidian’s Applicant Privacy Policy.

Base Salary Range

$165,000—$199,000 USD

Employee Benefits:

Our competitive benefits packages are designed to support our employees’ well-being, both at work and at home.  Our US based employees enjoy:

• Competitive compensation with equity and 401k
• Comprehensive healthcare with dental and vision coverage
• Flexible paid time off and paid holiday time off
• 12 weeks of new parent or family leave
• Personal and professional development resources

For more details on our US benefits, or for information on our international benefits, please see here.

About Us

At Cloudflare, we are on a mission to help build a better Internet. Today the company runs one of the world’s largest networks that powers millions of websites and other Internet properties for customers ranging from individual bloggers to SMBs to Fortune 500 companies. Cloudflare protects and accelerates any Internet application online without adding hardware, installing software, or changing a line of code. Internet properties powered by Cloudflare all have web traffic routed through its intelligent global network, which gets smarter with every request. As a result, they see significant improvement in performance and a decrease in spam and other attacks. Cloudflare was named to Entrepreneur Magazine’s Top Company Cultures list and ranked among the World’s Most Innovative Companies by Fast Company.

At Cloudflare, we’re not looking for people who wait for a polished roadmap; we’re looking for the builders who see the cracks in the Internet that everyone else has simply learned to live with. We value candidates who have the instinct to spot a “normalized” problem and the AI-native curiosity to create a solution using the latest tools. Our culture is built on iteration, leveraging AI to ship faster today to make it better tomorrow, while ensuring that every improvement, no matter how small, is shared across the team to lift everyone up. If you’re the type of person who values curiosity over bureaucracy, and that AI is a partner in solving tough problems to keep the Internet moving forward, you’ll fit right in.

Job Location: Paris

About Us

At Cloudflare, we are on a mission to help build a better Internet. Today the company runs one of the world’s largest networks that powers millions of websites and other Internet properties for customers ranging from individual bloggers to SMBs to Fortune 500 companies. Cloudflare protects and accelerates any Internet application online without adding hardware, installing software, or changing a line of code. Internet properties powered by Cloudflare all have web traffic routed through its intelligent global network, which gets smarter with every request. As a result, they see significant improvement in performance and a decrease in spam and other attacks. Cloudflare was named to Entrepreneur Magazine’s Top Company Cultures list and ranked among the World’s Most Innovative Companies by Fast Company.

At Cloudflare, we’re not looking for people who wait for a polished roadmap; we’re looking for the builders who see the cracks in the Internet that everyone else has simply learned to live with. We value candidates who have the instinct to spot a “normalized” problem and the AI-native curiosity to create a solution using the latest tools. Our culture is built on iteration, leveraging AI to ship faster today to make it better tomorrow, while ensuring that every improvement, no matter how small, is shared across the team to lift everyone up. If you’re the type of person who values curiosity over bureaucracy, and that AI is a partner in solving tough problems to keep the Internet moving forward, you’ll fit right in.

What you will do as a Customer Engineer

The Customer Engineer (CE) is the core driver of our technical go-to-market strategy: a trusted technical advisor and primary architect of the customer journey. You will bridge the gap between technical strategy and business value—guiding enterprise clients from initial pre-sales technical validation through onboarding, deployment architecture, and full lifecycle expansion. Sitting within the GTM organization and reporting to a Customer Engineering Leader, you will not hand off your customers once an initial agreement is reached. Instead, you will operate as a quota-carrying technologist, leveraging AI-augmented workflows to eliminate administrative toil so you can focus on high-value architectural design and driving measurable business outcomes across the entire customer journey.

Key Responsibilities

• Technical Validation: Partner closely with Account Executives to lead technical deep-dive discovery, capture business requirements, and map complex customer infrastructure - DNS, CDN, Zero Trust, Network Security, Workers - to fit-for-purpose Cloudflare architectures and bespoke solutions. . Define, scope, success criteria, and technical evaluations plans for Proof of Concepts (PoCs) and Technical Validations. Deliver tailored technical presentations, architectural diagrams, and demonstrations that show how Cloudflare solves specific performance, security, and reliability challenges. Proactively address complex technical objections, security compliance questions, and edge-case architectural requirements during the sales cycle. Take accountability for a suitable solution deployment strategy (Customer, Partner or Cloudflare Professional services) being an integral part of all proposals.
• Customer Adoption & Value Realization: Provide oversight to technical onboarding and implementation, but not execute the implementation, serving as the primary executive and engineering contact for the customer. Design structured migration and onboarding blueprints tailored to the customer’s environment (e.g. DNS migrations, Zero Trust rollouts, WAF tuning guidance), and act as the lead consultant for customer engineering teams, walking them step-by-step through configuration best practices.  Partner with Account Executives to own discovery, demos, onboarding, technical health, risk, and expansion strategy. Proactively monitor customer health scores and telemetry to ensure rapid time-to-value, resolve integration bottlenecks, and reduce deployment risk.
• Commercial Accountability & Expansion: Carry a variable quota tied directly to new business acquisition and/or ongoing account growth. Be commercially accountable for ensuring deep platform adoption, retaining revenue, and identifying strategic cross-sell and up-sell opportunities based on product usage data. Lead technical Quarterly Business Reviews (QBRs) to translate platform capabilities into return on investment for C-level executives.
• Trusted Advisory: Act as a trusted technical advisor throughout the entire customer lifecycle, maintaining a continuous, deep relationship with key stakeholders from initial onboarding through maturity, renewal, and expansion. Provide thought partnership on architecture, AI control layers, security posture, and deployment confidence. Identify potential deployment risks or integration bottlenecks early, and provide remediation strategies to de-risk customer outcomes.
• AI Orchestration & Workflow Automation: Leverage AI agents, Large Language Models (LLMs), and internal platforms to automate routine tasks such as RFP/Security Questionnaire responses, sandbox provisioning, basic telemetry monitoring, and internal/external documentation, reclaiming your time for strategic customer advisory.
• Education & Enablement: Partner closely with the Enablement Team to design, build, and govern technical resources. Define, document, and educate both internal teams and customers on deliverables such as Standard Operating Procedures (SOPs), architectural best practices, and technical guides to continuously raise the technical baseline across the organization.

Minimum Qualifications

• Experience: Experience in a customer-facing technical role, such as Solutions Engineering, Customer Engineering, Professional Services,  Sales Engineering, Technical Account Management, or as a Forward Deployed Engineer (years of experience required will vary based on Associate, Senior, Staff, or Principal leveling).
• Architectural Mindset: Ability to white-board, design, and articulate complex enterprise network and security architectures clearly.
• Consultative & Advisory Skills: Excellent communication skills with the ability to translate deeply technical concepts into business outcomes for both hands-on engineers and C-level executives.
• Commercial Mindset: Proven track record of operating in a quota-carrying or revenue-aligned environment, with a strong understanding of SaaS metrics, business value translation, and enterprise sales cycles.
• Communication: Exceptional presentation and stakeholder management skills, capable of bridging the gap between deep technical implementation details and high-level C-suite business strategy.
• Technical Breadth: We do not expect every candidate to be an expert in every domain. Qualified candidates will demonstrate depth in at least four of the technical areas below:
  • Internet fundamentals: Deep understanding of how the Internet works, including OSI Model layers 1–7, BGP, GRE, TCP/UDP, DNS (authoritative and recursive), HTTP(S), and SSL/TLS.
  • Security: Expertise in the security of Internet properties, including WAF, Bot Management, Firewalls, Rate Limiting, (M)TLS, Zero Trust, and SASE concepts.
  • Performance: Expertise in the performance of Internet properties, including speed, latency, caching, video streaming, HTTP/2, and TLS 1.3.
  • AI Proficiency: Familiarity with prompt engineering, AI-assisted scripting and log analysis, LLM utilization, and workflow automation to augment everyday CE workflows.
  • Coding/Scripting: Proficiency in Python, JavaScript, Bash, Lua, Go, or similar languages to write custom integration scripts, API connectors, and edge computing functions.
  • Developer Platform Fluency: Experience designing, building, deploying or scaling applications using RESTful/GraphQL APIs, SDKs, webhooks, and developer tooling in cloud-native environments. Familiarity with infrastructure-as-code (Terraform, Pulumi), CI/CD pipelines, and observability for developer-led deployments.

Strongly Preferred Qualifications (The “Good-to-Haves”)

• Technical Enablement: Track record of creating and delivering technical enablement - workshops, code samples, documentation, or developer onboarding - that accelerates customer adoption of complex platforms.
• Applied AI Knowledge: Experience with LLM orchestration, Retrieval-Augmented Generation (RAG) architectures, and model-access controls.
• Regulatory Knowledge: Understanding of regulatory requirements such as PCI DSS, HIPAA, and SOC 2.
• Hyperscaler / Digital Native Background: Talent coming out of hyperscalers, digital natives, distributed systems environments, or startups is strongly valued for its deeper cloud fluency and advanced architecture depth.

Education

Undergraduate or graduate degree in Computer Science, Engineering, or a related field.

Travel

This role may require travel up to 20–50% to attend customer meetings, conferences, industry events, and in-person team collaboration.

Compensation

This role features a competitive base salary and a variable compensation structure tied directly to the successful execution of full-lifecycle commercial targets, including new business acquisition, ongoing adoption milestones, and overall account expansion.

What Makes Cloudflare Special?

We’re not just a highly ambitious, large-scale technology company. We’re a highly ambitious, large-scale technology company with a soul. Fundamental to our mission to help build a better Internet is protecting the free and open Internet.

Project Galileo: Since 2014, we’ve equipped more than 2,400 journalism and civil society organizations in 111 countries with powerful tools to defend themselves against attacks that would otherwise censor their work, technology already used by Cloudflare’s enterprise customers–at no cost.

Athenian Project: In 2017, we created the Athenian Project to ensure that state and local governments have the highest level of protection and reliability for free, so that their constituents have access to election information and voter registration. Since the project, we’ve provided services to more than 425 local government election websites in 33 states.

1.1.1.1: We released1.1.1.1 to help fix the foundation of the Internet by building a faster, more secure and privacy-centric public DNS resolver. This is available publicly for everyone to use - it is the first consumer-focused service Cloudflare has ever released. Here’s the deal - we don’t store client IP addresses never, ever. We will continue to abide by our privacy commitment and ensure that no user data is sold to advertisers or used to target consumers.

Sound like something you’d like to be a part of? We’d love to hear from you!

Please note that applicants who progress to the offer stage of the interview process may be asked to attend an in-person interview within one of the Cloudflare Offices or Cloudflare Hubs.  More details about this will be available at that stage of the interview process.

This position may require access to information protected under U.S. export control laws, including the U.S. Export Administration Regulations. Please note that any offer of employment may be conditioned on your authorization to receive software or technology controlled under these U.S. export laws without sponsorship for an export license.

Cloudflare is proud to be an equal opportunity employer.  We are committed to providing equal employment opportunity for all people and place great value in both diversity and inclusiveness.  All qualified applicants will be considered for employment without regard to their, or any other person’s, perceived or actualrace, color, religion, sex, gender, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship, age, physical or mental disability, medical condition, family care status, or any other basis protected by law. We are an AA/Veterans/Disabled Employer.

Cloudflare provides reasonable accommodations to qualified individuals with disabilities.  Please tell us if you require a reasonable accommodation to apply for a job. Examples of reasonable accommodations include, but are not limited to, changing the application process, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.  If you require a reasonable accommodation to apply for a job, please contact us via e-mail at hr@cloudflare.com or via mail at 101 Townsend St. San Francisco, CA 94107.

Obsidian Security is a global leader in cyber security protecting the SaaS and non-human identity layer modern enterprises run on — from Salesforce and Snowflake to the AI agents now deployed inside them. The Obsidian Security platform gives unified visibility into every human and machine identity, app, and integration across their SaaS estate, detects identity-based and supply chain attacks in real time, and enforces least-privilege access before it’s exploited. Trusted by major Fortune 500 companies T-Mobile, Workday, Snowflake, and S&P Global, Obsidian ranked No. 95 on the 2025 Deloitte Technology Fast 500™, growing nearly 1000% from 2021–2024 — helping CISOs turn an unmonitored attack surface into one they can govern with confidence. Obsidian has also been recognized by Forbes as America’s Best Startup Employers in 2026.

In August 2026, Obsidian raised $85 million in Series D financing led by Crescent Cove Advisors, with participation from existing investors including Greylock Partners, Menlo Ventures, Norwest Venture Partners, IVP, Wing Ventures, and GV — pushing Obsidian’s valuation to $1.1 billion, crossing into unicorn status. Obsidian is using the funding to deepen its R&D in agentic AI security and extend its platform as the standard for governing what AI agents can access and do inside third-party applications.

With global momentum, a growing partner ecosystem including SentinelOne, Databricks, and Google Cloud, and fresh capital from its Series D behind it, Obsidian is scaling rapidly toward long-term growth and IPO readiness.

Team: Global Services & Delivery

Location:[Remote / Hybrid - NYC, NY/Dallas, TX/Philadelphia, PA

About the Role:

Obsidian Security protects organizations against threats across their SaaS and identity environments. We’re looking for a hands-on technical leader to run customer support and lead a team of five support engineers.

You will be Obsidian’s technical lead for complex customer support issues: helping engineers investigate difficult cases, taking ownership of critical escalations, and working with Product and Engineering to drive them to resolution. You will also manage the team day-to-day, coaching engineers, setting priorities, maintaining coverage, and building a consistently strong customer experience.

As we introduce automation and agentic AI into support, you will help the team adopt new ways of working and use what you learn from customer issues to improve those systems. This role is suited to someone who enjoys both solving hard technical problems and developing the people who solve them.

What you’ll do

• Lead, coach, and develop a team of five support engineers, including performance management, career growth, and hiring as the team evolves.
• Own the support team’s daily operation: case prioritization, workload, coverage, escalation paths, quality standards, and customer communication.
• Serve as the technical lead for complex and high-priority escalations. Investigate issues alongside the team, form clear technical assessments, and coordinate resolution with Product and Engineering.
• Build deep expertise in Obsidian’s platform and the SaaS, identity, API, and security environments our customers rely on.
• Raise the team’s technical capability through case reviews, troubleshooting guidance, documentation, and coaching.
• Represent support in critical customer situations, providing clear updates, setting expectations, and maintaining ownership through resolution.
• Identify recurring issues and work with Product and Engineering on product fixes, better diagnostics, and improvements to the support experience.
• Partner with the team building our agentic AI systems to introduce new capabilities into support, train engineers, and provide feedback from real customer cases.
• Track support quality, resolution time, SLA performance, customer satisfaction, and the impact of automation; use those measures to improve how the team operates.

What we’re looking for

• Significant hands-on experience supporting a complex B2B SaaS, cybersecurity, identity, or infrastructure product.
• Strong technical troubleshooting skills, including the ability to investigate ambiguous issues, work across APIs and integrations, interpret logs and product behavior, and engage Engineering effectively.
• Experience leading a small technical team, either as a people manager or as a technical lead with meaningful coaching and operational responsibility.
• Sound judgment during customer escalations, with the ability to balance technical investigation, urgency, and clear communication.
• A track record of developing engineers and improving team practices while staying close to the technical work.
• Comfort using support metrics to identify problems and improve quality and efficiency.
• Interest in applying automation and AI to support workflows, with a practical understanding of where human judgment remains essential.

Nice to have

• Experience with SaaS security, identity, OAuth, SAML, or enterprise application integrations.
• Experience leading support for security incidents or other time-sensitive customer issues.
• Experience introducing automation, AI, or self-service capabilities into a support team.

Employee Benefits

Our competitive benefits packages are designed to support our employees’ well-being, both at work and at home.  Our US based employees enjoy:

• Competitive compensation with equity and 401k
• Comprehensive healthcare with dental and vision coverage
• Flexible paid time off and paid holiday time off
• 12 weeks of new parent or family leave
• Personal and professional development resources

For more details on our US benefits, or for information on our international benefits, please see here.

Pay Transparancy

Please note that the base pay range is a guideline and for candidates who receive an offer, the base pay will vary based on factors such as work location, as well as the knowledge, skills and experience of the candidate. In addition to a competitive base salary, this position is eligible for equity awards and may be eligible for sales commission or incentive compensation based on the role or function within the company.

At Obsidian, we are proud to be an equal-opportunity employer. We value diversity and hire for talent, passion, and compassion. In compliance with federal law, all persons hired will be required to submit satisfactory proof of identity and legal authorization.  If you have a need that requires accommodation, please contact accommodations@obsidiansecurity.com

Information collected and processed as part of any job applications you choose to submit is subject to Obsidian’s Applicant Privacy Policy.

Base Salary Range

$165,000—$199,000 USD

Employee Benefits:

Our competitive benefits packages are designed to support our employees’ well-being, both at work and at home.  Our US based employees enjoy:

• Competitive compensation with equity and 401k
• Comprehensive healthcare with dental and vision coverage
• Flexible paid time off and paid holiday time off
• 12 weeks of new parent or family leave
• Personal and professional development resources

For more details on our US benefits, or for information on our international benefits, please see here.

About Tekmetric Tekmetric is the all-in-one, cloud-based software helping auto repair shops run smarter, grow faster, and serve customers better. Built by a shop owner and shaped by the needs...

Job Highlights:

• AdAge and Inc Magazine have named Silverback one of the best places to work.

• We are hiring an Associate Director of Client Services.

• Salary band is $120k-$160k with legit bonus and benefits.

• This is an opportunity to make a big impact at a smaller agency.

Today, we’re looking for an Associate Director, Client Services to join our team. Our new Associate Director will serve as the strategic lead and trusted advisor for a portfolio of some of Silverback’s most important client relationships. You’ll own client health from end to end: understanding each client’s business, connecting marketing performance to real business outcomes, spotting risk before it turns into churn, and finding the next opportunity to grow the partnership.

This isn’t a hands-on-keys role. You won’t be building campaigns in Google Ads or Meta, but you’ll need to understand what those platforms are telling you, and what they’re not. You’ll work alongside our Paid Media, SEO, Measurement, and Creative teams to turn performance data into a clear story for clients, and you’ll partner with delivery teams to make sure every account is both successful for the client and healthy for Silverback. This role is ideal for a seasoned client services leader who thrives on big-picture thinking, loves a good puzzle, and wants a real seat at the table.

Here’s what we expect from our Associate Director, Client Services.

—What You’ll Do—

• Client Strategy: Understand each client’s business and marketing performance through data analysis, and develop cross-functional marketing strategies that ladder up to their business goals.
• Performance Analysis: Analyze paid media performance across your portfolio by triangulating data from Google Ads, Meta Ads, Google Analytics, and client CRMs. When platform-reported conversions don’t match pipeline in the CRM, you’re the one who figures out why and explains it clearly.
• Client Care: Build healthy, long-lasting client relationships through active listening and follow-through. Proactively monitor positive and negative client feedback to identify and mitigate churn risk before it affects the relationship.
• Client Retention & Growth: Own retention and revenue growth for your portfolio. Identify strategic upsell and cross-sell opportunities, partner with our sales team on expansions, and lead the way through crisis moments with steady, solutions-first communication.
• Delivery Margin Management: Partner with delivery teams to build 3-month rolling plans that balance client performance goals with margin targets. When an account is off track, dig into the root cause and resolve it through process changes, expectation resets, or rescopes.
• Process Improvement: Regularly surface opportunities to improve how we work, whether that means increasing client value, eliminating waste, or making our people’s jobs easier.
• Client Innovation: Stay on top of changes in the marketing industry, understand how they impact your clients, and help clients navigate and capitalize on that change. Turn client wins into case studies that fuel our marketing.
• Thought Leadership: Contribute a weekly news insight and point of view to keep our team and clients ahead of the curve.

—What We’re Looking For—

• Years of Experience: 7+ years of client services, account management, or client strategy experience, with at least 4 years at a digital or performance marketing agency. Previous agency experience is a must-have.
• Paid Media Fluency: You don’t need to be a platform expert, but you need to speak the language. You’re comfortable with the metrics Google Ads, Meta Ads, Google Analytics, and CRMs report out, and you know how to triangulate them to find the real story.
• Deductive Reasoning: When something doesn’t add up, you work the problem. You connect the dots across data sources, client conversations, and team input to get to the root cause and the right next step.
• Communication: Your verbal and written communication is sharp, clear, and confident. You can explain a complex performance story to a CMO in plain English and write an email that gets a stalled decision moving.
• Self-Awareness: You know your strengths, own your blind spots, and actively seek feedback. You read the room well, both with clients and with your team.
• Big-Picture Thinking: You see how a single campaign ties to a client’s revenue, how one account ties to the health of the portfolio, and how the portfolio ties to Silverback’s growth.
• Intellectual Curiosity: You ask “why” until you get to something useful. You’re energized by learning your clients’ businesses, industries, and what’s changing in marketing.
• Comfort with Ambiguity: You don’t need a perfect playbook to take action. You make sound calls with incomplete information and adjust as things evolve.
• Resilience: Tough client moments, shifting priorities, and bad news don’t knock you off course. You stay steady, solutions-focused, and ready for the next challenge.

—Why Silverback?—

• Silverback isn’t for everybody. If you’re an A player, you will get paid more, learn more and grow faster with support from a smart and fun team. If you’re a B player, you will be miserable.
• Make an impact: We’re a small agency. Everybody has the opportunity to drive change and impact.
• Get paid: We hire the best and pay them generously.
• Do cool shit: From media to SEO to measurement, learn the cutting edge of what works.

—Benefits & Perks—

• Unlimited PTO
• Comprehensive health, dental, and vision plans
• Virtual Team Events and a fun, casual, inclusive company culture
• Company-paid ClassPass membership
• 12 weeks of Paid Parental Leave
• Summer Fridays
• 401(k) with Employer Match

—Work Environment—

• We’re a fully remote agency with employees working across the continental United States. At Silverback, you’ll be part of a remote work culture that emphasizes smooth, productive online communication.
• We at Silverback pride ourselves on being an extremely tight-knit team. We boast an unparalleled culture of collaboration, empathy, and a truly “work hard, play hard” mentality.
• Ad Age, Inc. Magazine and The Washington Post have named Silverback one of the best places to work in the Country and our CEO is a DIGIDAY Top Boss. Apply today & discover for yourself what makes Silverback Strategies such a special place to work. We can’t wait to hear from you!

$120,000 - $160,000 a year

Silverback Strategies is an equal opportunity employer. If you believe you meet the qualifications for the position, then we invite you to apply. We celebrate the free flow of conversation, ideas and opinions at Silverback, but actions such as bullying, discrimination, harassment or retaliation of any kind are strictly prohibited in our workplace. We are committed to providing a safe, open and accommodating environment that allows all of our team members to thrive. Employment decisions are made without regard to age, color, disability, family, genetic information, origin, race, religion, sex. For more information, we invite you to visit eeoc.gov .

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

Company Description

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We’re building an AI-native culture where technology and talent are unstoppable together. And we’re just getting started.

Join us to put AI to work for people.

Job Description

As a trusted C-Suite / senior executive level advisor on ServiceNow offerings, the Principal Customer Success Executive (PCSE) owns the post-sale customer relationship, aiming to increase customer satisfaction and drive retention through Impact delivery. Principal CSEs are experienced individuals who bring a consultative, problem-solving approach to partnering with senior customer stakeholders to derive value from our platforms. They demonstrate a strong understanding of customer’s industry and specific business strategies, driving alignment between these factors and what ServiceNow can offer to enable better business outcomes for their customers. This role drives business transformation by maximizing the long-term strategic value of ServiceNow and ensuring that every aspect of the customer’s platform and capability are ready for expansion.

They provide strategic direction and mentorship to both customers and ServiceNow teams managing complex, multi-workstream programs. They play a pivotal role in resolving escalations and mitigating risks, ensuring adoption and usage is maintained at healthy levels. Principal CSEs focus on ensuring the customer recognizes the value of the ServiceNow Platform at all levels and stages, facilitating a smooth path to both renewal and up- and cross-sell.

Overall, Principal CSEs are responsible for fostering the relationship with C-suite level stakeholders in a smaller number of strategically important Impact accounts, with the aim of increasing customer satisfaction and driving retention and upgrades, where applicable.

What You Get to Do in This Role:

• Lead high-complexity transformations in our largest and most strategic customers, ensuring all ServiceNow Customer Excellence roles align and deliver in accordance with governance frameworks, customer objectives, and organizational priorities; ultimately chaperoning Impact value management and demonstrating strategic oversight.
• Proactively identify professional services pipeline opportunities through product capabilities road mapping, value blueprints and adoption analysis, providing pre-sales support for funnel opportunities as requested.
• Partner with Impact team members (e.g., Customer Success Managers or other Customer Success Executives) leveraging the joint visibility of customer insights to create executive-ready narratives and platform value stories.
• Work with senior executives to shape and influence customer organizational strategy by identifying emerging trends, refining best practices, aligning delivery approaches with evolving market demands, and providing industry-specific thought leadership.
• Drive operational consistency and excellence by standardizing delivery methodologies and ensuring adherence to governance and quality standards, interfacing with Delivery as required. Advise on change management plans to support strong post-delivery adoption.
• Establish relationships with ServiceNow leaders, advocating for product evolution based on customer insights, and mentoring other Customer Success resources on transformation best practices.
• Identify areas of risk and take steps to prevent customer or revenue churn.
• Work closely with Sales Teams to define and execute product adoption and customer retention plans.
• Provide prescriptive guidance on internal project/program governance and help the customer create the appropriate governance models and ensure adherence.
• Help the customer identify incidents where contractual SLAs were missed and take necessary action.
• Improve overall customer satisfaction, as well as the satisfaction of their internal customers.

Qualifications

To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry.
• Significant experience collaborating with senior IT and business leaders, with a track record of successfully translating corporate strategy/objectives with the applied use of ServiceNow technology in the context of the client’s environment.
• PMP preferred; project management experience required.
• Minimum 15+ years in client-facing roles with a focus on account management, consulting, or transformation leadership throughout all phases. Experience in executive-level leadership roles, with a proven track record of influencing senior stakeholders and driving strategic outcomes, is strongly preferred.
• Experience supporting or working with U.S. Federal customers preferred
• Experience in any of the following critical subject areas, with a demonstrated history delivering consulting services:
  • IT Strategy and Planning
  • IT Operations and Management
  • Human Resources
  • Security Operations
  • Customer Service Management
  • IT Processes
  • IT Governance
  • IT Portfolio, Program and Project Management
  • IT Project Delivery (SDLC) and adoption
• Experience with project problem diagnosis, solution development, client communications, facilitation of decision making, documentation, managing client expectations, and team leadership.
• Independently leverages AI to optimize workflows, tailor customer solutions, and inform strategic decisions.
• Articulates AI system design, ethical implications, and platform use cases clearly, guiding peers and stakeholders in responsible, value-driven AI adoption.

For positions in this location, we offer a base pay of $180,200 - $281,600, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity,  veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.

From Fortune. ©2026 Fortune Media IP Limited. All rights reserved. Used under license.

About SecurityScorecard:

SecurityScorecard is the global leader in cybersecurity ratings, with over 12 million companies continuously rated, operating in 64 countries. Founded in 2013 by security and risk experts Dr. Alex Yampolskiy and Sam Kassoumeh and funded by world-class investors, SecurityScorecard’s patented rating technology is used by over 25,000 organizations for self-monitoring, third-party risk management, board reporting, and cyber insurance underwriting; making all organizations more resilient by allowing them to easily find and fix cybersecurity risks across their digital footprint.

Headquartered in New York City, our culture has been recognized by Inc Magazine as a “Best Workplace,” by Crain’s NY as a “Best Places to Work in NYC,” and as one of the 10 hottest SaaS startups in New York for two years in a row. Most recently, SecurityScorecard was named to Fast Company’s annual list of theWorld’s Most Innovative Companies for 2023 and to the Achievers 50 Most Engaged Workplaces in 2023 award recognizing “forward-thinking employers for their unwavering commitment to employee engagement.”  SecurityScorecard is proud to be funded by world-class investors including Silver Lake Waterman, Moody’s, Sequoia Capital, GV and Riverwood Capital.

About the Role:

We’re looking for an AI-native support leader to own and evolve our customer support function. This role sits at the intersection of support, customers, and engineering. The person in this seat is obsessed with the customer experience, thinks in patterns rather than tickets, and treats every support interaction as a signal that can shorten time to value, prevent the next escalation, and move the needle on retention and growth.

This role follows a hybrid work model based on proximity to our office locations. Employees who live within 75 miles of our Midtown NYC or Downtown Austin office are required to work onsite 1–2 days per week. Employees who live outside a 75-mile radius of both offices are eligible for fully remote work.

What You’ll Do

• Lead and develop a high-performing support team, building an operating model that uses AI tools to triage, resolve, and route cases faster, without losing the human judgment high value customers need for complex issues.
• Relentless focus on reducing time to value and removing friction at every touchpoint.
• Identify and remove internal blockers that slow the team down, whether that’s tooling, process, staffing, or cross-team handoffs.
• Partner closely with Product on the support roadmap, feeding customer signal into prioritization and closing the loop on shipped fixes.
• Analyze support case data to identify patterns and emerging trends, and work directly with Engineering to get ahead of issues before they escalate or repeat at scale.
• Build and maintain an escalation management process that catches risk early and keeps the right stakeholders informed.
• Get on calls with customers regularly, this is not a desk-only leadership role. Show up for high-value or high-risk conversations, listen first, and use what you hear to improve the broader system.
• Partner with CSMs and Account teams to align support strategy with account health, renewal conversations, and expansion opportunities.
• Define and track the metrics that matter CSAT, time to resolution, time to value, escalation rate and tie support performance directly to NRR and GRR outcomes.
• Champion a culture of customer obsession across the team: hire, coach, and develop support professionals who listen well and advocate hard for the customer.

Required Qualifications:

• Experience leading a support, customer success, or technical services team, with a track record of measurably improving customer experience metrics.
• Genuine fluency with AI tools in a support context, implementing or scaling AI-assisted triage, drafting, knowledge retrieval, or case deflection, and you understand both the upside and the limits.
• Strong analytical instincts: comfortable digging into case data to find root causes and trends, not just closing tickets.
• Collaborative, cross-functional operating style to build real partnerships with Product, Engineering, and GTM teams rather than working in a silo.
• Excellent listening skills and genuine comfort being customer-facing, including joining live calls when it matters.
• A clear grasp of how support work connects to revenue outcomes like NRR and GRR
• Strong people leadership skills hiring, coaching, performance management, with a customer centric culture centered on the customer.

Preferred Qualifications:

• Experience in cybersecurity.
• Familiarity with support and CS tooling (e.g., Salesforce, ServiceCloud & Zendesk, Zapier, Claude, Snowflake, Python) and experience integrating AI copilots or agents into those workflows.
• Experience building or scaling a support function through a period of growth.

Benefits:

Specific to each country, we offer a competitive salary, stock options, Health benefits, and unlimited PTO, parental leave, tuition reimbursements, and much more!

The estimated total compensation range for this position is $170,000 - $185,000 USD (base plus bonus). Actual compensation for the position is based on a variety of factors, including, but not limited to affordability, skills, qualifications and experience, and may vary from the range. In addition to base salary, employees may also be eligible for annual performance-based incentive compensation awards and equity, among other company benefits.

SecurityScorecard is committed to Equal Employment Opportunity and embraces diversity. We believe that our team is strengthened through hiring and retaining employees with diverse backgrounds, skill sets, ideas, and perspectives. We make hiring decisions based on merit and do not discriminate based on race, color, religion, national origin, sex or gender (including pregnancy) gender identity or expression (including transgender status), sexual orientation, age, marital, veteran, disability status or any other protected category in accordance with applicable law.

We also consider qualified applicants regardless of criminal histories, in accordance with applicable law. We are committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need assistance or accommodation due to a disability, please contact talentacquisitionoperations@securityscorecard.io.

Any information you submit to SecurityScorecard as part of your application will be processed in accordance with the Company’s privacy policy and applicable law.

SecurityScorecard does not accept unsolicited resumes from employment agencies.  Please note that we do not provide immigration sponsorship for this position.   #LI-DNI

About Us:

Monarch is a powerful, all-in-one personal finance platform designed to help make the complexity of finances feel simple again. Since launching in 2021, we’ve become the top-recommended personal finance app by users and experts. Our goal? To take the stress out of finances so our members can focus on what truly matters.

We are a team of do-ers led by experienced entrepreneurs who are passionate about helping our members reach their financial goals. We’re hyper focused on building a product people love, and on finding every edge that helps us do that better. AI is core to how we operate: every person on the team uses it as a partner to sharpen judgment, move faster, and expand what’s possible. We’re not looking for tool mastery, we’re looking for fluency and curiosity. What matters is that AI is part of how you work today and that you’re actively raising your own bar on how to use it well.

As a fully remote company (even before COVID!), we welcome applicants from almost anywhere. Our team collaborates synchronously mostly from 9 AM – 2 PM PT and embraces asynchronous work to stay connected across time zones.

Join us on our mission to transform lives by simplifying money, together.

The Role

As a Customer Success Lead, you’ll be the escalation point and source of expertise for the agents handling our customer tickets. You’ll proactively step in on our most complex and sensitive customer conversations, and drive improvements through training, documentation, and process work across CS. The ideal candidate brings strong communication skills, a customer-first mindset, and an eye for the patterns behind individual tickets.

What You’ll Do

Escalations and customer advocacy

• Triage agent escalations, resolving or routing as appropriate and coaching agents in the process

• Communicate directly with customers on complex or sensitive cases requiring specialized support

• Own customer issues that reach us publicly rather than through a support ticket, including app store reviews, community forums, and social channels

Agent enablement and process improvement

• Audit ticket queues to flag QA issues, process inefficiencies, and tickets requiring escalation

• Surface emergent trends that require a broader solution, with the context needed to act on them

• Engage in training for new agent cohorts and ongoing enablement for the existing team

• Create and maintain internal documentation, process guides, and training materials that help agents resolve more on their own

• Own accuracy and clarity of customer-facing Help Center content

• Take on scoped pieces of CS department projects, from process changes to improvements in the team’s internal tooling

What You’ll Bring

• 3+ years in customer-facing support roles, at least 2 of which included email/async support for an online consumer product (B2C SaaS)

• Clear written communication, with the ability to effectively write help articles, training materials, or de-escalation emails

• Excellent customer instincts and strong de-escalation skills, including those surfaced from public view (app store reviews and community forums)

• Self-direction in a remote, async environment; takes action where needed and flags early when stuck

• Ownership beyond ticket scope, with the ability to identify emergent support trends and propose improvements to QA, training, or content

Nice to Haves

• Personal finance (PFM) knowledge

• Experience supporting a subscription-based consumer app, including billing, account, renewal, and cancellation questions

• Experience with AI-assisted support tooling and workflow automation

• Experience contributing to a formal agent training, onboarding, or QA program

Typical Process

• Recruiter Video Call

• Hiring Manager Video Call

• Virtual “Onsite” (2 rounds)

• Take Home Assignment

• Final Interview

• Reference Checks

• Offer!

Benefits :

• Work wherever you want! As a fully remote company with no central office, we want you to work wherever you are happiest and most productive. Whether that’s out of your home, a co-working space, or elsewhere.

• Competitive cash and equity compensation in a hyper growth, early stage company 🚀.

• Stipend to set-up your ideal working environment.

• Competitive Benefit Plans for employees based on your location (e.g. in the US we offer: Medical, dental and vision benefits and the ability to contribute to a 401k plan).

• Unlimited PTO.

• 3 day weekend every month! We take off the “First Friday” every month to focus on rest, recuperation, or just having fun!

Equal Opportunity & Non-Discrimination

We are an equal opportunity employer and value diversity. We do not discriminate on the basis of race, religion, color, national origin, sex (including pregnancy and gender identity), sexual orientation, age, marital status, veteran status, disability status, or genetic information.

Applicant Notices

California & San Francisco: Pursuant to the California Fair Chance Act and the San Francisco Fair Chance Ordinance, qualified applicants with arrest and conviction records will be considered for employment. We comply with all applicable fair chance hiring laws.

Position: Principal Support Escalation Specialist

Department: Support

Reports to: Support Escalation Manager

Type: Full-time/Work from Home, U.S. Based; EST or CST preferred

Compensation: $85,500 - $103,000 USD

Position Open Through: October 9th, 2026

About Tessitura

Tessitura is a nonprofit tech company serving over 800 arts organizations and cultural attractions in ten countries. The Tessitura CRM platform brings ticketing & admissions functionality together with fundraising, membership, marketing, education, front of house, business intelligence, and real-time web and mobile transactions.

The Tessitura community includes cultural institutions such as museums, performing arts centers, theatres, orchestras, dance companies, festivals, opera companies, zoos, aquariums, gardens, science centers, and more. A global staff provides 24⁄7 support and offers guidance to streamline operations, grow revenue, and build lifelong customer engagement.

Job Summary

The Support Escalation Team is a part of the greater Support team, responsible for member-facing technical support and specialization on protracted support cases for member organizations. The Support Escalation Team works together to provide the highest level of customer service to our members, disseminating knowledge to find resolutions for issues.

The ideal candidate will have strong troubleshooting skills and be able to communicate with a broad group of stakeholders.

POSITION RESPONSIBILITIES

Quality and Efficient Service - Assisting members with their questions and issues in a helpful, timely, and respectful manner.

• Provide excellent customer service, through written and verbal communications to both Tessitura members and Tessitura staff.
• Serve as the primary technical resource for all locally hosted members and provide support to members hosted in Tessitura’s cloud infrastructure.
• Provide hands-on infrastructure, server, and configuration support
• Lead technical planning and preparation for cloud migration readiness and v16 upgrades as needed
• Serve as the Tessitura Network Software & Products subject matter expert and lead diagnostic and troubleshooting efforts on complex and protracted cases.
• Takes ownership of member-facing support tickets and guides them through to resolution, including necessary database updates and diagnostics as needed.
• Actively prepare for and monitor ticketing on-sales.
• Provides critical issue support during regular desk shifts both during the business week as well as scheduled weekend on-call shifts.

Collaboration - Working together across the company with respect and integrity.

• Collaborating cross-team with your support colleagues to resolve member issues.
• Attends group work every week with Support Escalation colleagues.
• Escalates tickets to Development/Product Owners/Business Analysts as needed.
• Identify and suggest corrections for documentation issues in collaboration with Learning team.
• Investigate and escalate defects for all Tessitura Network Software and Products.

Knowledge - Constantly work towards improving our knowledge base and skills across the Support team.

• Regularly contributes to proactive maintenance of knowledge base articles.

• Provides at least one in-depth training session for the Support team annually.

• Serves as an active member and has strong experience in one Subject Matter Expert (SME) group.

• This role assists with providing 24⁄7 coverage as part of an on-call rotation with other support members.

• Other duties as assigned.

Required Skills and Experience:

• Minimum of 8 years of experience supporting users who use Tessitura Software and Products.

• Experience with locally hosted server architecture and infrastructure requirements.

• Deep knowledge of installing and upgrading the Tessitura Application and Products

• Knowledgeable in multiple areas of the Tessitura Environment and supporting technologies, including: networking concepts, SQL Server, API troubleshooting, and SSRS/SSDT.

• Demonstration of strong customer service skills, initiative, and ability to assume additional duties.

• Strong troubleshooting and problem-solving skills, even when troubleshooting a topic outside of personal expertise.

• Self-motivated. Able to work efficiently in a virtual environment, including learning new topics and functionality.

• Excellent communicator, written and verbal.

• Ability to explain complex concepts and situations to people with varying ranges of technical understanding.

• Ability to multi-task successfully. You will have daily support responsibilities that will need to be managed alongside customer-driven deadlines that will require dynamic real-time prioritization based on multiple factors.

• Has experience demonstrating a consistent sense of urgency and follow up on open issues to ensure resolution.

• Extremely detailed, organized and results oriented.

How to apply

Please apply by using the online form. If you have any questions or need assistance, please contact us at [email protected]

Our company is committed to building a team that represents a variety of backgrounds, perspectives, and skills, as well as providing a workplace of mutual respect, free of any discrimination or harassment. We seek to recruit, develop, and retain the most talented people from a diverse candidate pool.

Benefits and Compensation

The compensation reflects a U.S. salary range based on current market data. The candidate’s skills, experience, and other relevant factors will determine the final compensation.

Tessitura Network offers a comprehensive and robust benefits package designed to support our employees’ well-being. Our offerings include various medical, dental, and vision plans, as well as life and AD&D insurance, disability insurance, employee assistance programs, and a 401(k) retirement plan with employer match. We prioritize work-life balance by providing generous paid time off, including vacation and sick leave, 12 weeks of paid parental leave, a 7-week sabbatical after seven years of service, and a recharge week between Christmas and New Year’s. These benefits are available to our fully remote team, with adjustments made as required by local laws.

Diversity, Equity, Accessibility, and Inclusion (DEAI) Commitment

At Tessitura, our mission is to enable arts and cultural organizations to achieve their goals. We recognize that having a diverse team is not only critical to our commitment to adopt equitable behaviors, but it will also fuel collaboration, innovation and creativity as we deliver on our mission.

Creating an environment where everyone feels safe and comfortable in bringing their authentic selves to work is both our pledge and our passion.

Ultimately, providing an accessible and inclusive workplace will allow the Tessitura community to thrive.

Equal Opportunity

Tessitura is an equal opportunity employer and does not unlawfully discriminate against employees and applicants for employment based on race, color, sex, religion, national origin, citizenship status, age, genetic information, sexual orientation, creed, marital status, gender identity and expression, physical or mental disability of an otherwise qualified individual, membership or application for membership in a uniformed service, engaging in legally protected activity, or any other characteristic protected under applicable law. Tessitura also provides reasonable accommodations to applicants and employees in accordance with applicable law. Subject to its legitimate business requirements, Tessitura bases all personnel actions, such as recruitment, hiring, training, promotion, transfer, layoff, recall, compensation and benefits, discipline, termination, and educational, recreational, and social programs, solely on an individual’s qualifications, merit and performance.

Job DescriptionWe are FIS. Our technology powers the world’s economy and our teams bring innovation to life.

At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.

Team Lead, Technical Support.

So, what’s the role all about?

Any issue with our software that impairs the operation of a customer’s contact centre has significant financial ramifications for them. Our ability to restore service, improve their understanding, and resolve chronic issues will greatly increase the value they receive from our solutions and will reduce financial risk when they experience problems.

How will you make an impact?

• Demonstrate deep subject matter expertise in our core technologies, as well as at least one other technology specialty, and develop expertise in a second area of specialty.
• Provide advanced technical support to customers via phone, online, chat, and email and use tools and advanced expertise to pull and effectively analyse logs, traces, packet captures, etc. to determine root cause of issues.
• Demonstrate professional, assertive, articulate, and friendly verbal and written communication in all aspects of your work. Take full ownership of all communication needs related to the management of troubleshooting efforts internally and externally, building confidence across all customers and stakeholders that we are progressing properly towards resolution.
• Effectively mentor colleagues on their communication, troubleshooting, process, product knowledge and case work.
• Encourage productive debate and discussion with colleagues to more thoroughly analyse and resolve problems.
• Be influential in improving procedures and processes that improve our efficiency and effectiveness.
• Ensure that each case that you own is progressing according to the response and resolution targets as specified in our Service Level Agreements (SLA). Assist colleagues in accelerating their cases toward timely resolution.
• Provide root cause correction, not just symptom relief. Ensure that all facets of the problem are evaluated to eliminate the recurrence of the issue. Exemplify tenacity in resolving core issues that fully resolve problems and assist peers in doing the same.
• Proactively manage personally assigned and cases from the queue based upon severity and priority of each issue and your skills and ability to resolve.
• Open and monitor incidents created with 3rd party providers. Work with other internal stakeholders to improve our interactions and success in handling these incidents.
• Obtain and maintain certification as a Knowledge-Cantered Service (KCS) Publisher, create useful knowledge content, and update existing knowledgebase articles using KCS methodology. Provide coaching to others on KCS best practices.
• Identify, document, and report issues with software, design, reliability, and maintenance issues to the proper teams, ensuring that they are aware of and are addressing customer expectations. Gather, validate, and document all pertinent details related to an issue believed to be a bug to enable the receiving R&D resource to duplicate the issue easily and rapidly. Work with R&D as needed during isolation, correction, and implementation of any delivered resolution.
• Develop and maintain consistent and exemplary performance on all key performance indicators, modelling a higher-level achievement for level 1 Technical Support Engineers as well as your peers at the same job level.
• Properly de-escalate customers through expert communication and resource engagement, ensuring that all customers that you influence are receiving excellent service. Expected to handle more complex and escalated cases.
• Demonstrate a deep understanding of networking technologies and how they are utilized by our products, platform, and customers. Expert at reading and analysing network and other technical diagrams to aid in problem diagnosis and resolution and often provide mentoring to colleagues to improve their technical abilities.
• Provide training to colleagues in real time as you perform your work and assist them in being successful in their roles. Develop training materials, best practice documentation, and other resources that will help others, including customers, to be more successful with our products.
• While a consistent work schedule is a norm, the ability to work a flexible schedule and provide on-call services is needed from time to time.

Have you got what it takes?

• 7+ years’ work experience in a technical customer service role, preferably in a technical support capacity.
• Minimum of three years of experience working with and advanced knowledge of technologies such as SaaS, telecommunications, contact centre software, networking technologies such as VOIP, QoS SIP, APIs, BOTs TCP/IP, HTTP, HTTPS, SFTP, scripting, load balancers, proxies, firewalls, and Relational Databases (MSSQL, Oracle, MySQL).
• Excellent technical, analytical, and problem-solving skills for diverse and complex issues in high-pressure, complex, SaaS multi-platform/system/vendor environments.
• Excellent professional, written and verbal communications skills with the ability to capture all details in written form during conversations. Communication is assertive, articulate, and friendly while building confidence across all stakeholders you work with.
• Time management skills that allow you to work in a highly influential manner in an interrupt-driven environment. Ability to multi-task and maintain professional composure during stressful situations, prioritizing your activities appropriately.
• Superior analytical and problem-solving skills while managing diverse and complex issues in high-pressure, complex, multi-platform/system/vendor environments.
• Proven ability to utilize, create and update knowledgebase resources in the course of your work.
• Proven ability to drive escalated customer problems to resolution utilizing appropriate internal and external resources.
• Ability to communicate effectively across all company teams such as Product Management, Research and Development, Quality Assurance, Professional Services, and Executive/Senior Management teams to resolve technical issues.
• Industry experience including understanding of the contact centre business, as well as general market and business trends.
• Understanding of networking technologies and telecommunications architecture (PBX, Carriers, VoIP).
• Demonstrated ability to work independently as part of a larger team.
• Ability to excel in a fast-paced, agile environment with assertiveness, critical thinking, and strong problem-solving skills.
• Ability to adapt quickly to change, think on your feet, communicate positively and work proactively.

You will have an advantage if you also have:

• Ability to troubleshoot VoIP, telephony/telecom technologies, MPLS, SIP, Ethernet, OC-X, 1+ and toll-free services.
• Experience in a technical support role in a software or telecommunications environment.
• Workforce Management software and/or outbound dialler experience.
• Web Services and API knowledge and understanding of conceptual use.
• Competent in database and SQL concepts.

Education Requirement:

Bachelor’s degree in computer science, Business Information Systems, Networking or a similar field, or equivalent work experience required.

Requisition ID:

Reporting into: Manager, Technical Support.

Role type: Individual contributor.

#LI-Remote

About NiCE

NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.

Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.

NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.

At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.

Team Lead, Technical Support.

So, what’s the role all about?

Any issue with our software that impairs the operation of a customer’s contact centre has significant financial ramifications for them. Our ability to restore service, improve their understanding, and resolve chronic issues will greatly increase the value they receive from our solutions and will reduce financial risk when they experience problems.

How will you make an impact?

• Demonstrate deep subject matter expertise in our core technologies, as well as at least one other technology specialty, and develop expertise in a second area of specialty.
• Provide advanced technical support to customers via phone, online, chat, and email and use tools and advanced expertise to pull and effectively analyse logs, traces, packet captures, etc. to determine root cause of issues.
• Demonstrate professional, assertive, articulate, and friendly verbal and written communication in all aspects of your work. Take full ownership of all communication needs related to the management of troubleshooting efforts internally and externally, building confidence across all customers and stakeholders that we are progressing properly towards resolution.
• Effectively mentor colleagues on their communication, troubleshooting, process, product knowledge and case work.
• Encourage productive debate and discussion with colleagues to more thoroughly analyse and resolve problems.
• Be influential in improving procedures and processes that improve our efficiency and effectiveness.
• Ensure that each case that you own is progressing according to the response and resolution targets as specified in our Service Level Agreements (SLA). Assist colleagues in accelerating their cases toward timely resolution.
• Provide root cause correction, not just symptom relief. Ensure that all facets of the problem are evaluated to eliminate the recurrence of the issue. Exemplify tenacity in resolving core issues that fully resolve problems and assist peers in doing the same.
• Proactively manage personally assigned and cases from the queue based upon severity and priority of each issue and your skills and ability to resolve.
• Open and monitor incidents created with 3rd party providers. Work with other internal stakeholders to improve our interactions and success in handling these incidents.
• Obtain and maintain certification as a Knowledge-Cantered Service (KCS) Publisher, create useful knowledge content, and update existing knowledgebase articles using KCS methodology. Provide coaching to others on KCS best practices.
• Identify, document, and report issues with software, design, reliability, and maintenance issues to the proper teams, ensuring that they are aware of and are addressing customer expectations. Gather, validate, and document all pertinent details related to an issue believed to be a bug to enable the receiving R&D resource to duplicate the issue easily and rapidly. Work with R&D as needed during isolation, correction, and implementation of any delivered resolution.
• Develop and maintain consistent and exemplary performance on all key performance indicators, modelling a higher-level achievement for level 1 Technical Support Engineers as well as your peers at the same job level.
• Properly de-escalate customers through expert communication and resource engagement, ensuring that all customers that you influence are receiving excellent service. Expected to handle more complex and escalated cases.
• Demonstrate a deep understanding of networking technologies and how they are utilized by our products, platform, and customers. Expert at reading and analysing network and other technical diagrams to aid in problem diagnosis and resolution and often provide mentoring to colleagues to improve their technical abilities.
• Provide training to colleagues in real time as you perform your work and assist them in being successful in their roles. Develop training materials, best practice documentation, and other resources that will help others, including customers, to be more successful with our products.
• While a consistent work schedule is a norm, the ability to work a flexible schedule and provide on-call services is needed from time to time.

Have you got what it takes?

• 7+ years’ work experience in a technical customer service role, preferably in a technical support capacity.
• Minimum of three years of experience working with and advanced knowledge of technologies such as SaaS, telecommunications, contact centre software, networking technologies such as VOIP, QoS SIP, APIs, BOTs TCP/IP, HTTP, HTTPS, SFTP, scripting, load balancers, proxies, firewalls, and Relational Databases (MSSQL, Oracle, MySQL).
• Excellent technical, analytical, and problem-solving skills for diverse and complex issues in high-pressure, complex, SaaS multi-platform/system/vendor environments.
• Excellent professional, written and verbal communications skills with the ability to capture all details in written form during conversations. Communication is assertive, articulate, and friendly while building confidence across all stakeholders you work with.
• Time management skills that allow you to work in a highly influential manner in an interrupt-driven environment. Ability to multi-task and maintain professional composure during stressful situations, prioritizing your activities appropriately.
• Superior analytical and problem-solving skills while managing diverse and complex issues in high-pressure, complex, multi-platform/system/vendor environments.
• Proven ability to utilize, create and update knowledgebase resources in the course of your work.
• Proven ability to drive escalated customer problems to resolution utilizing appropriate internal and external resources.
• Ability to communicate effectively across all company teams such as Product Management, Research and Development, Quality Assurance, Professional Services, and Executive/Senior Management teams to resolve technical issues.
• Industry experience including understanding of the contact centre business, as well as general market and business trends.
• Understanding of networking technologies and telecommunications architecture (PBX, Carriers, VoIP).
• Demonstrated ability to work independently as part of a larger team.
• Ability to excel in a fast-paced, agile environment with assertiveness, critical thinking, and strong problem-solving skills.
• Ability to adapt quickly to change, think on your feet, communicate positively and work proactively.

You will have an advantage if you also have:

• Ability to troubleshoot VoIP, telephony/telecom technologies, MPLS, SIP, Ethernet, OC-X, 1+ and toll-free services.
• Experience in a technical support role in a software or telecommunications environment.
• Workforce Management software and/or outbound dialler experience.
• Web Services and API knowledge and understanding of conceptual use.
• Competent in database and SQL concepts.

Education Requirement:

Bachelor’s degree in computer science, Business Information Systems, Networking or a similar field, or equivalent work experience required.

Requisition ID:

Reporting into: Manager, Technical Support.

Role type: Individual contributor.

#LI-Remote

About NiCE

NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.

Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.

NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.

At Affirm, we exist for the moments that matter—giving people a clear, predictable way to pay over time, with no hidden fees, no surprises, and no tradeoffs on what matters most.

About the Client Success Team:

The Client Success team at Affirm is focused on building and growing long-term partnerships with our merchant partners, helping them maximize the value of their relationship with Affirm while driving mutual business growth. As the primary post-sale point of contact, the team works closely with merchants to optimize performance, increase product adoption, identify revenue and GMV expansion opportunities, and ensure overall account health. Client Success also serves as a strategic bridge across Analytics, Product, Marketing, Credit, and Technical teams, advocating for merchants and helping shape solutions that drive successful outcomes for both our partners and Affirm.

About the Role:

We are seeking a dynamic and experienced Client Success Lead (CSM) to join our team. The ideal candidate will have 3-5 years of proven client experience, preferably in the financial technology sector. The CSM will be instrumental in maintaining client relationships, ensuring satisfaction, and fostering revenue growth.

What You’ll Do:

• Deliver a proactive client management strategy to encourage growth & retention with our merchant partners

• Identify upsell and cross-sell opportunities to enhance client value and devise strategies to capitalize on them

• Provide prompt and effective support to address client needs and inquiries.

• Conduct regular performance reviews and gather client feedback

• Collaborate with internal teams to resolve client issues and requests promptly.

• Stay abreast of industry trends and market developments to anticipate client needs.

• Collaborate cross-functionally to execute strategies to support clients.

• Ensure alignment between client goals and internal priorities and deliverables.

• Demonstrate resourcefulness and flexibility in navigating changing environments.

• Maintain a thorough understanding of company products and services to provide accurate information and support to clients.

What We Look For:

• Bachelor’s degree with at least 3-5 years of account management experience, preferably in the financial technology industry.

• Excellent written and verbal communication skills.

• Strong interpersonal skills and ability to build rapport with clients and stakeholders.

• Self-motivated, proactive, and able to work independently or as part of a team.

• Comfortable in fast-paced, high-pressure environments managing multiple priorities.

• Proficiency in CRM software (e.g., Salesforce) and Microsoft Office suite.

• Knowledge of marketing technologies and and e-commerce preferred

Base Pay Grade - H

Equity Grade - 5

Employees new to Affirm typically come in at the start of the pay range. Affirm focuses on providing a simple and transparent pay structure which is based on a variety of factors, including location, experience and job-related skills.

Base pay is part of a total compensation package that may include equity rewards, monthly stipends for health, wellness and tech spending, and benefits (including 100% subsidized medical coverage, dental and vision for you and your dependents.)

For sales roles, the range provided is the role’s On Target Earnings (“OTE”) range, which includes the annual base pay and the sales incentive target.

USA On Target Earnings (CA, WA, NY, NJ, CT) per year: $125,000 - $187,500

USA On Target Earnings (all other U.S. states) per year: $110,000 - $172,500

Please note that visa sponsorship is not available for this position.

#LI-Remote

Remote-first with flexibility built in Affirm is proud to be a remote-first company. Most roles can be done from almost anywhere within the country of employment. Some positions may occasionally require in-person work at an Affirm office, and a few are office-based due to the nature of the work. All new hires will be invited to attend an in-person onboarding experience.

Benefits designed for you Our benefits reflect our commitment to care, transparency, and flexibility. Here are a few highlights:

• Health coverage at no cost: We cover 100% of premiums for employees and their dependents.
• Spending stipends: Monthly stipends support your tech setup, and the ability to choose health and wellness options that are right for you.
• Time off to recharge: Flexible time off and generous holiday calendars help you rest when you need to.
• Own a piece of what you build: Our employee stock purchase plan (ESPP) lets you buy Affirm stock at a discount.

We’re committed to providing an inclusive interview process, including accommodations for candidates with disabilities. If you need support, we’re happy to help.

For positions based in San Francisco or Los Angeles: Affirm considers qualified applicants with arrest and conviction records, as required by law.

By clicking “Submit Application,” you acknowledge that you have read Affirm’s Global Candidate Privacy Notice and consent to the use of your personal information as described.

SalesCloser.ai currently has the position of Customer Support Manager available, and we’re excited to tell you about it!

OVERVIEW

SalesCloser.ai is hiring a remote Customer Support Manager to establish operational discipline, enforce accountability, and elevate customer outcomes across our CS organization.

We are seeking a sharp, highly organized, and process-driven Customer Support Manager to transform our post-sales operations. If you love building order out of chaos, this is for you. In this role, you’ll lead, coach, and level-up our team of Customer Success Managers (CSMs), swapping reactive fire drills for smooth workflows, clear metrics, and high-performance standards.

As a member of the Customer Success Team, you’ll work cross‑functionally to ensure our customers achieve meaningful outcomes and stay deeply engaged with Salescloser.ai. Together with the Customer Success Team, the Customer Support Manager is responsible for the continued success of Salescloser.ai.

RESPONSIBILITIES

• Directly manage and performance-coach a small team of CSMs. Establish clear operating cadences, enforce CRM hygiene, and keep the team focused on results.

• Build, implement, and enforce playbooks across onboarding, account reviews, and renewals to keep operations running like clockwork.

• Own key metrics including adoption, customer health, churn prevention, and Net Retention Rate (NRR). Ensure every at-risk account has a solid game plan.

• Work closely with Sales and Product leadership to align feedback loops, forecast expansion, and keep everyone moving in the same direction.

• Foster a high‑accountability, customer‑first culture within the CS team.

• Continuously refine processes to support a growing customer base more efficiently.

• Take proactive action to reduce churn and improve customer outcomes through strategic engagement.

• Support renewal motions by reinforcing value and maintaining ongoing customer alignment.

• Track and analyze key KPIs, including adoption, engagement, churn risk, and retention, sharing insights to improve product, processes, and customer experience.

• Other duties as assigned.

QUALIFICATIONS

• 5+ years of leadership experience in Customer Success, Account Management, or Post-Sales within a fast-paced SaaS environment.

• Proven track record of building structure, streamlining processes, and elevating team performance.

• Firm, supportive leadership style with strong organizational and analytical chops.

• Hands-on experience with CS tooling, health-scoring models, CRM data hygiene, and retention forecasting.

• Experience building or optimizing CS playbooks and automation workflows

• Proactive communicator able to balance speed, quality, and scale.

• Strong organizational and administrative skills, with solid writing, phone, and general communication abilities.

• Technical, analytical, and results‑driven, with the ability to multitask in a fast‑paced environment.

• Organized, administratively strong, and have solid writing, phone, and general communication skills.

• Fluent in English (spoken and written). Knowledge of a second language is considered an asset.

WORK ENVIRONMENT

• Given the nature of this role, it is expected that the successful candidate will provide their own workstation, computer, headset, and have a fast and reliable internet connection. This position may be required to download and utilize company software.

• Due to the nature of this role, we may verify backgrounds, including conducting employment reference, criminal record and credit checks.

• Once hired, the successful candidate must provide a valid government-issued photo ID as part of their onboarding process.

• The individual must be prepared to work standard business hours based on Pacific time.

GREAT REASONS TO JOIN OUR TEAM!

• Exciting and dynamic environment with a great leadership team

• Comprehensive training program and regular performance reviews to facilitate your success

• Competitive compensation based on experience and proven abilities

• Great referral programs with incentives and bonuses

• A global workforce of multi-cultural and talented colleagues

• A close-knit operation with amazing growth opportunities for your personal development

• Corporate headquarters in beautiful Vancouver, British Columbia, Canada

ABOUT US

SalesCloser is an advanced conversational AI platform that acts as a virtual sales agent, delivering personalized sales calls, demos, and follow-ups in real time across multiple languages. The platform enables businesses to automate and scale their sales operations, improving efficiency, reducing hiring costs, and driving higher conversion rates.

Powered by advanced AI technology and a growing portfolio of patent applications, SalesCloser delivers a scalable, high-margin solution that redefines how companies engage with buyers and customers across a range of business interactions.

For more information, visit the SalesCloser website at: https://salescloser.ai.

APPLICATION PROCESS

If you are interested in applying for this exciting opportunity, please provide an updated resume IN ENGLISH (PDF or Word formats only), quoting the position title in the subject line of your cover letter.

SalesCloser.ai is an equal-opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture that does not discriminate on the basis of disability, status, or any other basis protected under legislation.

We thank all applicants in advance for their interest in this position; however, due to the volume of applications we receive, we are unable to respond to phone, email, or agency inquiries.

Internal applications will be accepted until Friday, September 25, 2026, at 4 pm Pacific.

SalesCloser.ai currently has the position of Customer Support Manager available, and we’re excited to tell you about it!

OVERVIEW

SalesCloser.ai is hiring a remote Customer Support Manager to establish operational discipline, enforce accountability, and elevate customer outcomes across our CS organization.

We are seeking a sharp, highly organized, and process-driven Customer Support Manager to transform our post-sales operations. If you love building order out of chaos, this is for you. In this role, you’ll lead, coach, and level-up our team of Customer Success Managers (CSMs), swapping reactive fire drills for smooth workflows, clear metrics, and high-performance standards.

As a member of the Customer Success Team, you’ll work cross‑functionally to ensure our customers achieve meaningful outcomes and stay deeply engaged with Salescloser.ai. Together with the Customer Success Team, the Customer Support Manager is responsible for the continued success of Salescloser.ai.

RESPONSIBILITIES

• Directly manage and performance-coach a small team of CSMs. Establish clear operating cadences, enforce CRM hygiene, and keep the team focused on results.

• Build, implement, and enforce playbooks across onboarding, account reviews, and renewals to keep operations running like clockwork.

• Own key metrics including adoption, customer health, churn prevention, and Net Retention Rate (NRR). Ensure every at-risk account has a solid game plan.

• Work closely with Sales and Product leadership to align feedback loops, forecast expansion, and keep everyone moving in the same direction.

• Foster a high‑accountability, customer‑first culture within the CS team.

• Continuously refine processes to support a growing customer base more efficiently.

• Take proactive action to reduce churn and improve customer outcomes through strategic engagement.

• Support renewal motions by reinforcing value and maintaining ongoing customer alignment.

• Track and analyze key KPIs, including adoption, engagement, churn risk, and retention, sharing insights to improve product, processes, and customer experience.

• Other duties as assigned.

QUALIFICATIONS

• 5+ years of leadership experience in Customer Success, Account Management, or Post-Sales within a fast-paced SaaS environment.

• Proven track record of building structure, streamlining processes, and elevating team performance.

• Firm, supportive leadership style with strong organizational and analytical chops.

• Hands-on experience with CS tooling, health-scoring models, CRM data hygiene, and retention forecasting.

• Experience building or optimizing CS playbooks and automation workflows

• Proactive communicator able to balance speed, quality, and scale.

• Strong organizational and administrative skills, with solid writing, phone, and general communication abilities.

• Technical, analytical, and results‑driven, with the ability to multitask in a fast‑paced environment.

• Organized, administratively strong, and have solid writing, phone, and general communication skills.

• Fluent in English (spoken and written). Knowledge of a second language is considered an asset.

WORK ENVIRONMENT

• Given the nature of this role, it is expected that the successful candidate will provide their own workstation, computer, headset, and have a fast and reliable internet connection. This position may be required to download and utilize company software.

• Due to the nature of this role, we may verify backgrounds, including conducting employment reference, criminal record and credit checks.

• Once hired, the successful candidate must provide a valid government-issued photo ID as part of their onboarding process.

• The individual must be prepared to work standard business hours based on Pacific time.

GREAT REASONS TO JOIN OUR TEAM!

• Exciting and dynamic environment with a great leadership team

• Comprehensive training program and regular performance reviews to facilitate your success

• Competitive compensation based on experience and proven abilities

• Great referral programs with incentives and bonuses

• A global workforce of multi-cultural and talented colleagues

• A close-knit operation with amazing growth opportunities for your personal development

• Corporate headquarters in beautiful Vancouver, British Columbia, Canada

ABOUT US

SalesCloser is an advanced conversational AI platform that acts as a virtual sales agent, delivering personalized sales calls, demos, and follow-ups in real time across multiple languages. The platform enables businesses to automate and scale their sales operations, improving efficiency, reducing hiring costs, and driving higher conversion rates.

Powered by advanced AI technology and a growing portfolio of patent applications, SalesCloser delivers a scalable, high-margin solution that redefines how companies engage with buyers and customers across a range of business interactions.

For more information, visit the SalesCloser website at: https://salescloser.ai.

APPLICATION PROCESS

If you are interested in applying for this exciting opportunity, please provide an updated resume IN ENGLISH (PDF or Word formats only), quoting the position title in the subject line of your cover letter.

SalesCloser.ai is an equal-opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture that does not discriminate on the basis of disability, status, or any other basis protected under legislation.

We thank all applicants in advance for their interest in this position; however, due to the volume of applications we receive, we are unable to respond to phone, email, or agency inquiries.

Internal applications will be accepted until Friday, September 25, 2026, at 4 pm Pacific.