Client Success Manager
Hornblower Group · Westlake Village, CA, US
Position Summary:
You will lead our support team, improve how we support customers, manage escalations, and make sure clients receive timely, clear, and helpful responses. This is a hands-on role. We are looking for someone who is comfortable leading the team whilealso jumping in, responding directly to customers, helping solve problems, and staying involved until an issue is resolved. Our clients operate across different industries, countries, and time zones, so strongcommunication, urgency, organization, and follow-through are essential.
Duties and 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 supportcommitments.
Manage critical Priority 1 issues with a target response within 2 hours and resolutionwithin 48 hours.
Manage Priority 2 issues with a target response within 8 hours and resolution within 3–5days.
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 isavailable 7 days a week.Use Slack to coordinate quickly with Engineering, Product, Implementation, and otherinternal teams.
Communicate with customers through Gmail and other support channels with clear,professional, and timely updates.
Build and improve support processes, escalation procedures, documentation, andinternal 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-termsolutions.
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
Requirements & Qualifications:
5+ years of experience in customer support, technical support, SaaS, or customeroperations.
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 Productteams.
Experience working with Jira, Slack, Gmail, and similar customer support andcollaboration 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.
What Success Looks LikeOur customers should feel confident that when they reach out to Anchor, someone is takingownership of their issue and seeing it through.
The support team should have clear expectations, strong processes, and the tools they need tosucceed. Leadership should have visibility into customer issues and support performance. Andcustomers around the world should receive the same high level of service regardless of wherethey operate.
We are looking for someone who wants to build a great support organization and is willing to behands-on in making that happen.