Manager of Customer Support and Success Engineering

At SalesAi.com, we are revolutionizing the world of sales and customer service with cutting-edge AI-driven technology. Our platform empowers businesses to seamlessly integrate AI tools into their sales workflows and customer support processes, driving efficiency and smarter operations. As a rapidly growing SaaS company at the forefront of AI innovation, we are committed to maintaining the highest standards of regulatory compliance, data protection, and ethical business practices.

At SalesAi.com, we are building a culture of innovation, collaboration, and continuous improvement. We offer a fast-paced, dynamic work environment where you’ll have the opportunity to make a significant impact on our legal, compliance, and operational success.

We value integrity, creativity, and a passion for solving complex challenges. If you’re looking for an opportunity to work at the intersection of law, technology, and AI with a team that thrives on collaboration and innovation, we’d love to hear from you.

As the Manager of Customer Support and Success Engineering, you will lead a team responsible for both technical customer support and success engineering, ensuring customers receive best-in-class service and technical guidance. You will oversee support operations, drive efficiency, mentor team members, and collaborate cross-functionally to improve customer outcomes. Your role bridges the gap between support, product, and engineering to create a seamless customer experience.

This is a customer-first, data-driven leadership role that requires a mix of technical expertise, process optimization, and team leadership. The ideal candidate thrives in a fast-paced SaaS environment, is passionate about customer success, and enjoys solving complex technical challenges.

Responsibilities

Team Leadership & Customer Experience:

• Lead and mentor a team of support engineers and success specialists, ensuring high-quality service and technical support.
• Establish and enforce best practices for issue resolution, customer engagement, and proactive support.
• Serve as the escalation point for complex technical and customer issues.
• Foster a collaborative, customer-focused culture that emphasizes ownership and continuous improvement.

Technical Support & Success Engineering

• Ensure timely and accurate resolution of support tickets, inquiries, and technical challenges.
• Develop and optimize technical workflows, troubleshooting processes, and knowledge-sharing initiatives.
• Work closely with customers to assist in technical implementations, integrations, and automation workflows.
• Maintain deep expertise in company products, integrations, and third-party technologies.

Process Optimization & Metrics

• Define, track, and analyze key support and success metrics (CSAT, resolution time, escalation rates, etc.).
• Identify opportunities for automation, workflow enhancements, and improved self-service options.
• Own documentation processes, ensuring internal teams and customers have clear, updated resources.
• Drive operational efficiency while maintaining a high standard of customer service and technical expertise.

Cross-Functional Collaboration & Product Feedback

• Work closely with product, engineering, and customer success teams to provide feedback on recurring issues and improve the customer journey.
• Advocate for customer needs, ensuring technical support and engineering teams are aligned with real-world user challenges.
• Collaborate with sales and success teams to enable smooth customer onboarding and long-term retention.

Required Skills

• 5+ years of experience in technical support, customer success engineering, or a similar field, with at least 2 years in a leadership role.
• Background in SaaS, cloud platforms, API integrations, or enterprise software support.
• Proven ability to lead and mentor high-performing teams.
• Strong analytical skills with experience in support metrics, data-driven decision-making, and process improvement.
• Excellent verbal and written communication skills, able to explain technical concepts to both technical and non-technical audiences.
• Hands-on experience with CRM, help desk software (Zendesk, HubSpot, Jira), and automation tools.

Preferred Skills

• Experience working with GoHighLevel, Zapier, API integrations, and workflow automation.
• Experience in developing and implementing Ai agents to handle inbound customer support needs.
• Experience in a fast-paced startup or high-growth SaaS environment.
• Experience in having led in the development and implementation of a Premium Support option for customers to purchase with improved SLAs, additional channels of outreach, and other premium benefits.

Some More Good Stuff (Benefits)

• Flexible (unlimited) PTO.
• Hybrid work environment.
• 10 yearly paid Holidays.
• Affordable Medical, Dental, and Vision insurance after 30 days.
• Employer-paid life insurance after 30 days.
• 401k with a 4% match
• Regular company-sponsored events.
• Growth and promotional opportunities.
• Voted a top culture company in Indianapolis across multiple categories.