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This position was posted on March 23, 2026 and is likely no longer accepting applications. We've kept it here for historical reference. Check out the similar jobs below!
Job Overview
Location
Remote
Job Type
Full-time
Category
Customer Success
Date Posted
March 23, 2026
Full Job Description
đź“‹ Description
- • As Senior Manager of Customer Support at Vanilla Forums Inc., you will architect the structural foundation for long-term scale by transforming the Support function from reactive issue resolution into a strategic driver of customer retention, product insight, and operational excellence in a fast-growing AI-powered estate planning startup.
- • You will own and design the end-to-end Support experience — including service design, tooling strategy, cross-functional alignment, and operational rigor — ensuring Support scales predictably alongside company growth while reducing customer effort and increasing retention.
- • Your leadership will establish tiered support models, implement SLAs and QA systems, build feedback loops with Product and Engineering, launch scalable self-service and knowledge strategies, and deploy AI-assisted support capabilities to improve efficiency without compromising quality.
- • You will partner closely with Customer Success to identify risk signals, improve early-lifecycle experiences, and position Support as a key lever for retention and expansion, while managing outsourcing partners against clear performance and quality standards.
- • You will build a culture of ownership, accountability, and execution through disciplined operating rhythms, clear escalation pathways, root cause analysis, and strong cross-functional coordination, enabling high-performing teams to thrive in a remote, high-autonomy environment.
- • In this role, you will gain deep experience scaling support functions in a high-growth SaaS environment, shaping the future of customer experience in an innovative estate planning platform, and developing executive-level operational and strategic leadership skills.
🎯 Requirements
- • 6+ years of SaaS Support or Customer Operations leadership experience
- • Proven experience building and scaling support functions in high-growth environments
- • Strong people leadership skills with a track record of coaching, developing, and holding high-performing teams to clear standards
- • Demonstrated success reducing structural customer effort and addressing systemic friction
- • Deep expertise in knowledge management systems and scalable self-service strategy
- • Strong cross-functional partnership experience with Product and Engineering
- • Experience designing segmented support models aligned to customer needs and business economics
- • Familiarity with AI and automation tools within modern Support environments
- • Executive presence paired with strong operational rigor and data-driven decision-making
🏖️ Benefits
- • Flexible paid time off policy and 10 company-wide paid holidays
- • Parental leave: 4 weeks for all full-time employees and up to 12 weeks for birthing parents
- • Medical, dental, and vision benefits coverage for employees and their families
- • 401K eligibility after one month of employment
- • Free estate planning documents
- • Budget for learning & development and home office setup
- • Paid parking or transit for hybrid and in-office employees
Skills & Technologies
About Vanilla Forums Inc.
Vanilla provides open-source and SaaS community forum software that helps organizations create, manage and grow customer communities. The platform offers customizable discussion boards, moderation tools, analytics, single sign-on, integrations with CRM and support systems, and gamification features. It serves enterprises, gaming companies, and support teams seeking to reduce support costs, increase customer engagement, and gather product feedback through structured online conversations.
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