Senior Manager of Customer Support, Clariti

• You are a builder and a multiplier. You are energized by the opportunity to grow something, to take a strong team and make it exceptional, to introduce tools and practices that raise the ceiling for everyone
• You have done this before: scaled a support function through a period of growth, introduced AI into day-to-day operations, and earned the trust of both customers and cross-functional partners in the process
• You understand AI not as a buzzword but as a practical capability you have already deployed in support operations. You know which use cases deliver real ROI, and you are capable of evaluating tools, prompting effectively, and building lightweight workflows without waiting for an engineer to do it for you
• You are a strong people leader with the range to develop talent at every stage and the clarity to set expectations that stick. You give feedback early, invest in growth, and create an environment where the team is proud of the work they do
• You are comfortable with complexity. Clariti’s product runs across government agencies with varied configurations, customizations, and high operational stakes. You need to be technical enough to understand what your team is dealing with and to represent it credibly to engineers and product managers
• 5+ years in a post-sale technical leadership role at a SaaS company (Customer Support, Technical Support, or similar), including managing teams through periods of high growth or significant change
• 5+ years of experience supporting an Enterprise SaaS platform with complex, highly configured customer environments
• 3+ years of direct experience in incident response or escalation management leadership
• Demonstrated experience using AI tools in support operations, whether deploying AI agents, building prompt workflows, evaluating support platforms’ native AI, or integrating LLMs into support toolchains
• Hands-on experience implementing KCS methodologies and building knowledge management programs
• Proven ability to build and run a metrics-driven support operation: queue management, SLA design, CSAT measurement, and executive reporting
• Experience managing premium or tiered support programs for enterprise customers
• Track record of developing support talent, including navigating difficult performance situations with both fairness and resolve
• Experience managing escalations at scale across global resources, and coordinating cross-functional response involving Sales, CS, PS, Engineering, and Product
• Comfort presenting to technical and non-technical audiences

Desirable

• Clariti is investing in the next level of Customer Support, and we're looking for the leader to build it
• This is a high-impact role for someone energized by growing programs, elevating teams, and delivering an exceptional customer experience. At Clariti, we believe customer support is a strategic differentiator, and this leader will be instrumental in delivering on that
• You will step into a support function that has strong foundations and a quickly growing enterprise customer base, and take it to the next level
• That means sharpening our premium support programs, building out our knowledge program, introducing AI into daily workflows, and scaling a support experience that our customers can count on
• Our customers are government agencies running permitting, licensing, and code enforcement on our platform. They rely on us as an operational partner, not just a software vendor, and this leader will play a critical role in making that partnership feel exceptional at every touchpoint
• You will report directly to the VP of Customer Experience, leading Support as part of a unified Customer Experience organization which encompasses Customer Success, Partnerships, and Enablement, and be well-positioned for growth as the function continues to scale
• This role spans strategy, execution, and program leadership across the full support function:
• Strategy, people management, and functional leadership (30%)
• Tactical support, escalation ownership, and cross-functional coordination (40%)
• Premium support program management and scaling (30%)
• Lead, coach, and develop a team of Support Analysts across our Enterprise business, with a focus on continuous growth and high performance
• Build a high-trust, high-accountability team culture where expectations are clear, feedback is timely, and growth paths are real
• Hire and onboard new team members thoughtfully, raising the bar on technical depth and customer empathy with each addition
• Invest in career development so that strong performers have the visibility and opportunities they need to grow alongside the company
• Own the AI strategy for the support function, including prompt engineering, tool selection, and agent design
• Partner with Clariti’s internal AI squad to build and iterate on a support-facing AI agent that assists analysts on complex, multi-environment Salesforce investigations
• Champion AI literacy within the support team, coaching analysts to use AI tools effectively while maintaining quality and accountability
• Own the escalation framework from intake to resolution, ensuring critical issues are routed, resourced, and communicated with precision
• Lead the response to high-visibility escalations personally when needed, acting as the calm, decisive voice for both the customer and the internal team
• Drive post-incident reviews that produce durable process improvements, not just incident closure
• Build and maintain cross-functional escalation paths with Product, Engineering, Professional Services, and Customer Success, ensuring every function knows its role and is ready to respond
• Manage after-hours support coverage for major go-lives and production events, including premium customer deployments
• Own program management for customer-impacting change, including required upgrades, feature sunsets, and Salesforce release impacts
• Own the premium support program for enterprise accounts, including SLA compliance, entitlement tracking, and proactive engagement
• Ensure premium customers receive consistent, high-quality experiences, and that the team can articulate and demonstrate value
• Design and scale the premium support offering as Clariti grows
• Lead the expansion of Clariti’s knowledge base, using AI-assisted article generation from historical case data to accelerate content creation at scale
• Establish and sustain KCS (Knowledge-Centered Service) practices that make knowledge creation a natural part of every resolved case
• Drive adoption of self-service content by customers, empowering them to find answers faster and reducing inbound case volume over time
• Build onboarding documentation that enables new support analysts to ramp quickly on Clariti’s product and customer environments
• Build and own the measurement infrastructure for the support function: queue management, time tracking, response SLAs, resolution times, CSAT, and backlog visibility
• Build and present regular performance scorecards to leadership, translating data into actionable recommendations
• Use data to identify trends and opportunities, and to make the case for investment in headcount, tooling, or process improvements
• Work closely with Professional Services to ensure clean handoffs when accounts transition to support, including full documentation of customer environments
• Partner with Product and Engineering to escalate defects, advocate for customer-driven feature priorities, and accelerate bug resolution
• Collaborate with Customer Success to provide a unified, cohesive experience for customers navigating both success and support interactions
• Develop the support programs and frameworks needed to serve our external partner ecosystem, including Implementation Partners and Technology Partners, ensuring joint approaches are in place where shared ownership is required for customer success