SeniorCustomerSupportManager

Cordance is dedicated to accelerating the growth of vertically focused business-to-business (B2B) software-as-a-service (SaaS) companies through acquisition and long-term tactical and financial guidance. We’re experienced operators and subject-matter experts with a passion for software and building businesses. We partner with founders to help them scale their businesses and realize their companies’ full potential. We look for businesses with strong leadership and high potential for profitable growth, and work together to increase year-over-year revenue, company efficiency, and impact. Cordance envisions that all companies we work with achieve their full potential. We embrace what makes each company great and build on those foundations. We believe in elevating a company as it scales, delivering dignity to the organization and its employees, and sharing a passion for building a legacy. Position Overview The Senior Customer Support Manager is a senior-level player-coach leadership role responsible for both managing a portfolio of complex customer situations and leading a team of Customer Support Managers, Team Leads, and/or Support Specialists across multiple SaaS products. This individual balances direct operational ownership with formal people leadership responsibilities. They remain actively engaged in high-priority customer work — including escalations, strategic accounts, sensitive communications, and complex support issues — while also driving team performance, coaching, operational consistency, and leadership development across the organization. The Senior Support Manager serves as both an escalation leader and an operational example for the broader support organization. They are expected to model excellent customer communication, sound judgment, and strong cross-functional partnership while helping managers and specialists develop those same capabilities. The ideal candidate brings significant experience supporting multiple B2B SaaS products, leading customer-f