Senior Manager, Dedicated Product Support

Bullhorn•Remote NOAM - Colorado, CO

11d•$110,000 - $125,000•Onsite

About The Position

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.

Requirements

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

Nice To Haves

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

Responsibilities

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
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
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