Role Overview

We are seeking a seasoned Customer Service Support Manager with over a decade of proven expertise in customer service management, retention, and support operations. This leadership role requires someone who can strengthen long-term client relationships, ensure operational excellence, and build a customer-centric culture within the organization. The ideal candidate will bring experience from SaaS, hospitality, aviation, or related service-driven industries, with a strong track record of achieving retention and renewal targets.

Key Responsibilities

Customer Relationship Management

- Develop and maintain strong, trust-based relationships with clients through regular communication and engagement.

- Act as the primary escalation point for customer concerns, ensuring timely and effective resolution.

- Facilitate smooth customer onboarding processes, ensuring clients have the right resources and support for success.

Service Operations & Reporting

- Oversee documentation, reporting, and analysis of customer interactions, feedback, and service metrics.

- Implement and monitor customer satisfaction surveys to measure service effectiveness and identify areas of improvement.

- Maintain accurate and updated customer records within CRM systems and databases.

Retention, Renewals & Revenue Enablement

- Lead and drive the contract renewal process to achieve and exceed customer retention and revenue growth targets.

- Identify opportunities for upselling and cross-selling products or services, aligned with customer needs.

- Partner with sales and account management teams to design strategies for maximizing customer lifetime value.

Team Leadership & Process Excellence

- Mentor, guide, and manage the customer support team to deliver outstanding client experiences.

- Define and enforce service standards, SLAs, and best practices for handling customer issues.

- Collaborate cross-functionally with product, sales, and operations teams to improve customer journeys and reduce churn.

Strategic Input

- Provide management with regular insights on customer behavior, market trends, and potential risks.

- Recommend process improvements, technology adoption, and innovative approaches to elevate customer support operations.

- Contribute to shaping customer success strategies aligned with the organizations long-term growth objectives.

Requirements

Education: Bachelors degree in Business Administration, Communications, or a relevant field (MBA preferred).

Experience: Minimum 10 years in customer service, client success, or customer support management, preferably within SaaS, hospitality, or aviation.

- Proven ability to lead customer engagement, retention, and renewal programs with measurable success.

- Hands-on experience with CRM systems, customer engagement platforms, and MS Office Suite.

- Strong leadership, mentoring, and conflict-resolution skills.

- Excellent communication, presentation, and negotiation abilities.

- Analytical mindset with experience in managing customer data, reports, and performance metrics.

- Ability to thrive in a fast-paced, customer-centric environment with high accountability.