[Hiring] Customer Support Manager @Wishpond Technologies Ltd.

Role Description

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.

Requirements

• Provide own workstation, computer, headset, and have a fast and reliable internet connection.
• May be required to download and utilize company software.
• Background verification may include employment reference, criminal record, and credit checks.
• Must provide a valid government-issued photo ID as part of the onboarding process.
• Prepared to work standard business hours based on Pacific time.

Benefits

• 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.