You will lead and manage our Customer Support Department, which includes the Knowledge Center (encompassing the help center, help articles, videos, and other support content). Your primary focus will be ensuring a seamless and positive experience that maximizes customer value and fosters long-term loyalty. This role demands a hands-on, strategically-minded individual with a deep understanding of B2B SaaS, ideally within a Product-Led Growth (PLG) model. You will be deeply involved in understanding customer needs, guiding your team to deliver exceptional support and value, and driving continuous improvement across all customer touchpoints.
We need significant leadership experience (5+ years) in a senior role managing a Customer Support department (or similar) within a B2B SaaS environment, supporting technology products. This experience should include managing teams responsible for both direct support and knowledge/content creation.
Responsibilities:
● Customer Experience Vision and Strategy: Develop and execute a comprehensive customer experience strategy across all stages of the customer journey, focusing on activation, onboarding, expansion, and retention.
● Product Advocacy and Feedback: Cultivate a deep understanding of our product and actively engage with customers and your team to gather and synthesize feedback for product improvement.
● Hands-on Customer Engagement & Support Leadership: Be actively involved in understanding customer pain points by working closely with the Customer Support department, providing strategic guidance on complex issue resolution and ensuring operational excellence in all customer interactions.
● Knowledge Center Strategy & Management (within Customer Support): Own the strategic direction and overall effectiveness of our global Knowledge Center through effective leadership of the Knowledge Center team. Ensure it is a comprehensive, user-friendly, and effective self-service resource.
Content Strategy & Framework Management: Oversee the development and implementation of a robust content strategy and framework for help articles, FAQs, tutorials, and video content within the Knowledge Center, ensuring it empowers customers and drives product adoption.
● Content Production Oversight & Team Guidance: Provide leadership and guidance to the Knowledge Center team in the creation of high-quality, accurate, and consistent written and video content.
● Customer Success Initiatives: Drive global initiatives to improve the efficiency and effectiveness of customer support processes that enable successful customer activation, onboarding, expansion, and retention. This includes optimizing support workflows, leveraging automation within support channels, and ensuring the Customer Support team has the resources and strategies to effectively assist customers throughout their journey.
● Data-Driven Insights: Utilize a data-driven approach to analyze customer behavior, identify key metrics across the customer lifecycle, and translate insights into actionable strategies for improvement, guiding your team accordingly.
● Process Optimization & Automation: Drive the design, implementation, and continuous optimization of customer-facing processes through your team to enhance efficiency.
