Senior Manager, Customer Support - CLS Scientific

Clinisys • Morrisville, NC

2d • $120,000 - $150,000 • Hybrid

About The Position

As the Senior Manager, Support for CLS Scientific, you will lead a US-based team responsible for delivering exceptional customer support and driving operational excellence. You will develop team capability, improve performance, reduce escalations, and ensure a consistently high-quality customer experience. This is a hands-on leadership role suited to someone who thrives in a fast-paced environment, enjoys developing talent, and uses data to drive continuous improvement.

Clinisys is building an AI-first organization and expects colleagues to work confidently with AI-enabled tools, apply digital and analytical thinking, and adapt as technologies evolve. Team members are expected to use AI and emerging technologies responsibly to support efficient, consistent, and scalable ways of working.

Requirements

• Bachelor's degree or equivalent combination of education and experience.
• 6+ years of experience in software, technical, or customer support environments.
• 3+ years of people leadership experience.
• Demonstrated success improving team performance and customer satisfaction.
• Experience managing customer escalations and driving operational improvements.
• Proven ability to use AI and emerging technologies responsibly to enable more efficient, consistent, and scalable ways of working.
• Proven ability to coach, develop, and motivate teams.
• Strong customer-facing and escalation management skills.
• Data-driven approach to problem solving and decision making.
• Ability to identify root causes and implement effective solutions.
• Strong organizational, written, and verbal communication skills.
• Ability to remain calm and effective in high-pressure situations.
• Continuous improvement mindset and strong business acumen.

Nice To Haves

• Experience supporting scientific software or other complex technical products.
• Experience leading teams through growth, transformation, or change.
• Familiarity with support operations, service level management, and customer success metrics.
• Experience influencing stakeholders across multiple functions.

Responsibilities

• Lead and develop the CLS Scientific Support team.
• Drive resolution of customer escalations and improve the overall customer experience.
• Use data and performance metrics to identify trends and drive operational improvements.
• Build a culture of accountability, continuous improvement, and customer focus.
• Partner with cross-functional teams to address recurring issues and improve customer outcomes.
• Manage hiring, performance, and career development activities.
• Participate in an on-call rotation in a 24/7 support environment.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior