Product Support Manager

Own customer relationships to ensure successful onboarding, product adoption, and long-term retention.

Act as the primary point of contact for key customers, addressing issues and providing guidance.

Understand customer goals and align product usage to achieve measurable outcomes.

Proactively identify risks, escalations, and opportunities for improvement in customer experience and product usage.

Partner with Product Management to influence product roadmap, quality improvements, and feature enhancements.

Collaborate with Engineering and QA teams to reduce defect leakage and improve release quality.

Drive process improvements across support, documentation, and knowledge management to enhance efficiency.

Ensure timely, high-quality resolution of customer issues and continuous improvement in support processes.

Foster customer engagement and promote a customer-centric culture within the organization.