Senior Manager, Dedicated Product Support

About the role

We are seeking a Senior Manager of Dedicated Product Support to lead a specialized team of analysts supporting a set of strategic enterprise customers. This is a highly visible, senior-level role that serves as the primary Support leadership presence for key accounts, one that requires executive credibility and operational command. Beyond managing a team of DPSAs, you will personally lead the most complex, high-stakes customer situations: escalations, critical incidents, and executive-level conversations that require composure, judgment, and authority. You will shape how Support shows up for our most important customers, influence cross-functional decisions, and drive continuous improvement at the program level. This role is for someone who doesn't just manage support. They elevate it. A typical day will include... Escalation Management Take personal ownership of high-impact escalations, driving resolution with urgency and clear stakeholder communication Lead difficult customer conversations with composure, setting realistic expectations while maintaining trust Exercise sound judgment on when and how to engage senior leadership and cross-functional partners, keeping escalations from becoming broader organizational disruptions Operational Excellence Hold the team to a high standard of backlog hygiene and case progression across all assigned accounts Partner with Support Operations to ensure coverage, capacity, and process efficiency Proactively identify trends affecting customer experience and drive improvements before they become escalations Cross-Functional Collaboration Lead cross-functional engagement with Product, Engineering, Customer Success, and Services to resolve complex customer issues Advocate assertively for customer needs and influence prioritization decisions at the program level Drive continuous improvement of the dedicated support model, bringing a point of view on what should change and why This role is a fit for you if... 5-7+ years of experience in Product Support, Technical Support, or Customer Experience 2-4+ years of people management experience preferred Proven experience handling high-severity escalations and executive level customer-facing situations Strong executive presence with the ability to lead customer conversations confidently Exceptional verbal and written communication skills Working knowledge of enterprise SaaS solutions and the ability to quickly understand customer environments, business models, and industry context (staffing industry experience preferred). Demonstrated ability to make decisions quickly in high-pressure environments Experience supporting enterprise or strategic customers is strongly preferred Bonus Points for: Staffing industry experience Experience in the SaaS industry or with cloud-based software solutions Proven track record of managing support teams and improving support processes Interest and/or understanding of AI The annual base salary range for this position is $110,000 - $125,000. In addition, this role is eligible for an annual target bonus & a comprehensive benefits package. Compensation and Transparency Statement The posted range represents the good-faith estimate of what we expect to pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. Actual pay within the range will be based on factors such as, but not limited to, experience, skills, qualifications, geographic location, internal equity, and business or organizational needs and affordability. In accordance with state and local pay transparency laws we disclose salary ranges in all job postings and provide a