Sr. Manager of Customer Support - SaaS Spend Management

We seek a visionary and results-oriented leader to join our team as a Senior Manager of Customer Support—SaaS Spend Management. In this critical role, you will be pivotal in shaping the future of specialized customer support for our SaaS Spend Management product. You will drive strategic initiatives focused on optimizing spend, lead complex projects, build strong client relationships, and ensure an exceptional customer experience.

What you will be doing:

• Strategic Leadership: Lead and execute high-impact projects and initiatives that significantly improve the customer experience specifically around SaaS spend management and optimization.
• Data-Driven Optimization: Analyze customer data and trends across SaaS usage patterns to identify strategic opportunities for cost reduction and efficiency gains; develop actionable plans with substantial organizational impact.
• Team Oversight: Oversee and provide strategic direction to SaaS Spend Customer Support teams, fostering collaboration and ensuring alignment with cost-saving and client satisfaction goals.
• Cross-Functional Collaboration: Partner with senior leaders and teams across departments (Sales, Finance, Engineering) to drive customer-centricity while promoting SaaS spend awareness and optimization across all touchpoints.
• Financial and Technical Decision-Making: Make strategic decisions regarding customer support strategies, resource allocation, and the selection of SaaS spend management technologies, considering their long-term financial and operational impact.
• Stakeholder Focus: Build and maintain strong relationships with key internal and external stakeholders, including clients, senior leaders, executives, and relevant industry partners. Advocate for the customer at all levels.
• Industry Awareness: Stay current on SaaS spend management trends and best practices. Proactively implement solutions to address evolving customer needs and market challenges.
• Culture Driver: Foster a culture of continuous improvement, innovation, and collaboration within the SaaS Spend Customer Support function and extend its influence across the organization.
• Talent Development: Identify and cultivate talent with specialized spend analysis and optimization skills, supporting team career development and succession planning.
• Technical Leadership: Provide advocacy and strategic technical guidance to help plan and build solutions using best practices and proactively keep your customers’ environments operationally healthy and resilient. The close relationships developed with your customers will allow you to understand their business/operational needs and technical challenges, and help them achieve the greatest value from FSM.
• Hands-On Leadership: Provide proactive leadership to the SaaS Spend Customer Support organization. Provide technical guidance and troubleshooting and ensure best practices are followed to optimize interactions with our customers.

What experience and skills we need you to have:

• Bachelor’s degree (focus in business, finance, computer science, or other related fields).
• 10+ years of professional experience, including a strong background in SaaS support or spend management operations.
• Proven track record of success in SaaS cost reduction, customer satisfaction, and retention improvements.
• Strong leadership, team management, and client advocacy skills.
• Excellent communication, interpersonal, and presentation skills.
• Analytical and problem-solving skills, particularly in the realm of software utilization and licensing.
• Ability to prioritize and manage multiple tasks effectively, aligning them with strategic cost-saving goals.
• Experience with SaaS spend management software.
• Experience with ZenDesk. 
• Passion for customer service, technical optimization, and exceeding customer expectations.

Benefits:

• Flexible PTO (including 11 holidays and your birthday off) 
• 401(k) plan with employer matching 
• Great health benefits with multiple plan option 
• Option to choose between in office, fully remote, or a hybrid work environment for all employees
• Sabbatical program (4 weeks after 5 years of service)
• Casual dress environment (when in office)
• Catered lunches every Tuesday and Thursday
• Company events each quarter
• Signing stipend for a work-from-home setup
• Free gym membership at our office
• Annual employee development program stipend of $2,000 for each employee 
• Flexible parental leave with 10 weeks paid leave for ALL new parents
• Fertility/adoption assistance 
• Annual tutoring stipend for your children
• Mentorship program available immediately 
• Regular team outings
• Advancement opportunities based on results, not politics
• Culture that em