Service Manager (SaaS)

TL;DR

Service Manager (SaaS): Driving proactive, high-touch support experiences for Elite partners with an accent on operational excellence, service performance management, and escalation coordination. Focus on reducing recurring issues through cross-functional collaboration and translating technical support data into actionable business insights.

Location: Orlando, FL

Company

Leading provider of AI-powered IT management and cybersecurity software serving Managed Service Providers (MSPs) and internal IT organizations.

What you will do

• Serve as the primary strategic advisor and point of contact for a portfolio of Elite partners.
• Monitor and analyze support metrics including CSAT, CES, and MTTR to identify operational risks.
• Conduct Quarterly Business Reviews (QBRs) focused on support performance and root cause analysis.
• Coordinate high-priority escalations across Support, Product, and Engineering teams to ensure timely resolution.
• Develop and improve Elite Support processes, playbooks, and operational standards.

Requirements

• 3+ years of experience in Technical Support, Customer Success, or Technical Account Management.
• Proven experience managing enterprise or high-value customer relationships.
• Strong background in SaaS, IT services, enterprise software, or cybersecurity environments.
• Experience analyzing support KPIs and operational performance metrics.
• Must be based in Orlando, FL

Nice to have

• Experience within MSP, IT management, or cybersecurity industries.
• ITIL, Customer Success, or Service Management certifications.
• Bachelor's degree or equivalent professional experience.

Culture & Benefits

• High-growth, high-performance organization valuing innovation and accountability.
• Culture focused on embracing challenges and delivering exceptional customer outcomes.
• Equal employment opportunity provider.