Senior Manager, Customer Support

Clinisys

. Lead and develop the CLS Scientific Support team .

Posted 10/16/2026full-timeRaleigh • North Carolina • United StatesSenior💰 $120,000 - $150,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership in managing and developing teams within a customer support environment, focusing on operational improvements and customer satisfaction through data-driven decision-making and effective escalation management.

Highest-signal resume keywords

People Leadership ExperienceCustomer Escalation ManagementData-Driven Problem SolvingContinuous Improvement MindsetExperience Supporting Scientific Software

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Operational ImprovementsPerformance Metrics AnalysisCoaching and DevelopmentEscalation ManagementTechnical Support ExperienceAI and Emerging Technologies UtilizationService Level ManagementCustomer Success Metrics

Soft Skills

Strong Communication SkillsOrganizational SkillsAbility to Remain Calm Under PressureCustomer FocusTeam Motivation

Certifications & Qualifications

Bachelor's Degree or Equivalent Experience

Industry Keywords

Customer SupportScientific SoftwareSupport OperationsCross-Functional CollaborationStakeholder Influence

About the role

Key responsibilities & impact

Lead and develop the CLS Scientific Support team
Drive resolution of customer escalations and improve the overall customer experience
Use data and performance metrics to identify trends and drive operational improvements
Build a culture of accountability, continuous improvement, and customer focus
Partner with cross-functional teams to address recurring issues and improve customer outcomes
Manage hiring, performance, and career development activities
Participate in an on-call rotation in a 24/7 support environment
Develop team capability, improve performance, reduce escalations, and ensure a consistently high-quality customer experience

Requirements

What you’ll need

Bachelor's degree or equivalent combination of education and experience
6+ years of experience in software, technical, or customer support environments
3+ years of people leadership experience
Demonstrated success improving team performance and customer satisfaction
Experience managing customer escalations and driving operational improvements
Proven ability to use AI and emerging technologies responsibly to enable more efficient, consistent, and scalable ways of working
Proven ability to coach, develop, and motivate teams
Strong customer-facing and escalation management skills
Data-driven approach to problem solving and decision making
Ability to identify root causes and implement effective solutions
Strong organizational, written, and verbal communication skills
Ability to remain calm and effective in high-pressure situations
Continuous improvement mindset and strong business acumen
Experience supporting scientific software or other complex technical products preferred
Experience leading teams through growth, transformation, or change preferred
Familiarity with support operations, service level management, and customer success metrics preferred
Experience influencing stakeholders across multiple functions preferred
Ability to work in a typical office setting, with prolonged periods of sitting at a desk and working on a computer
Ability to travel to client sites as required
Ability to moderately lift/carry 15–44 lbs.
Ability to walk/stand 2–6 hours
May be required to follow customer location health and safety requirements

Benefits

Comp & perks

Annual base salary of $120,000–$150,000
Less than 20% travel may be required
Hybrid work arrangement
Participation in an on-call rotation in a 24/7 support environment