Client Success Manager

Hornblower Group Inc.•Westlake Village, CA

About The Position

Hornblower Group is a global leader in experience and transportation with a 100-year history. Their portfolio includes water- and land-based experiences, ferry and transportation services, dining and sightseeing cruises, walking and food tours, and vessel outhaul and maintenance services. They also provide reservation, ticketing, and website integration services. The company operates in over 10 countries and serves more than 20 million guests annually, with corporate offices in multiple U.S. cities and internationally. The Client Success Manager will lead the support team, improve customer support processes, manage escalations, and ensure clients receive timely, clear, and helpful responses. This is a hands-on role requiring leadership and direct customer interaction. Strong communication, urgency, organization, and follow-through are essential due to a global client base operating across different industries, countries, and time zones.

Requirements

5+ years of experience in customer support, technical support, SaaS, or customer operations.
3+ years of experience leading a customer support team.
Experience working with B2B SaaS or another complex technology platform.
Strong customer communication and problem-solving skills.
Comfortable working directly with customers, including senior client stakeholders.
Experience managing escalations and high-priority issues.
Strong technical aptitude and the ability to work closely with Engineering and Product teams.
Experience working with Jira, Slack, Gmail, and similar customer support and collaboration tools.
Experience managing support KPIs, SLAs, ticket queues, and support operations.
Strong written communication skills and attention to detail.
A strong sense of ownership and accountability.
Ability to stay calm, organized, and responsive in a fast-moving environment.

Responsibilities

Lead, coach, and develop the customer support team.
Own the overall customer support experience.
Respond directly to customer inquiries and escalations when needed.
Make sure support requests are handled quickly, professionally, and accurately.
Serve as a senior point of contact for key clients.
Manage and monitor customer issues through Jira, including priorities, escalations, SLAs, and follow-up.
Own Anchor's SLA performance and make sure the team is meeting our support commitments.
Manage critical Priority 1 issues with a target response within 2 hours and resolution within 48 hours.
Manage Priority 2 issues with a target response within 8 hours and resolution within 3–5 days.
Ensure Priority 3 requests are addressed or responded to within 7 days.
Help manage support coverage for a global client base and a support operation that is available 7 days a week.
Use Slack to coordinate quickly with Engineering, Product, Implementation, and other internal teams.
Communicate with customers through Gmail and other support channels with clear, professional, and timely updates.
Build and improve support processes, escalation procedures, documentation, and internal workflows.
Track support metrics including response times, resolution times, ticket volume, backlog, and customer satisfaction.
Identify recurring customer issues and work with Product and Engineering on long-term solutions.
Help build a support model that can scale as Anchor continues to grow globally.
Keep customers informed during critical issues and service interruptions.
Create a culture of ownership, accountability, responsiveness, and great customer service.