Manager of Client Support

About SmartSimple & Foundant

At SmartSimple and Foundant Technologies, we empower mission-driven organizations to manage their data, workflows, and impact with our comprehensive software solutions. From grant management and community foundations to process automation and data collaboration, our combined expertise supports a diverse range of organizations - from nonprofits and charitable entities to corporations and governments.

With the recent merger of SmartSimple and Foundant Technologies, we’ve created a powerhouse of solutions designed to meet the unique needs of organizations striving to make a difference. Together, we’re setting new standards in innovation, flexibility, and impact management by helping organizations achieve their missions more efficiently and effectively.

Where You’ll Work

• This hybrid role is based out of our Bozeman, Montana headquarters.
• With headquarters in Bozeman, Montana (Foundant), Toronto, Canada (SmartSimple), and our EMEA office in Dublin, Ireland, you’ll be part of a globally connected team. Whether you’re working remotely or from one of our office locations, you’ll be contributing to a vibrant, collaborative culture focused on driving meaningful impact across the world.
  
  

What You’ll Do

• As a Manager of Client Support, you will be pivotal in ensuring our clients’ success by leading and elevating our Support Team. You’ll set strategic goals, oversee day-to-day operations, and champion a customer-centric culture that fosters strong relationships and consistent service excellence.
• You’ll execute on and help define the Support strategy, aligning with company objectives and anticipating future needs to deliver exceptional client experiences.
• You’ll manage, plan, and oversee the daily operations of the Support Consultant and Technical Support Engineer teams, ensuring best practices and meeting key performance indicators (KPIs) such as CSAT, response times, and resolution quality.
• You’ll develop and mentor a high-performing team, guiding both individual contributors through regular one-on-ones, performance feedback, and clear professional development pathways.
• You’ll collaborate cross-functionally, working closely with leadership and other departments to address client issues promptly, escalate concerns when necessary, and identify opportunities for upselling or expanded services.
• You’ll build and refine support processes, continuously seeking ways to scale operations, optimize workflows, and improve response times without compromising quality.
• You’ll manage headcount and staffing needs, including the recruitment, onboarding, and succession planning, ensuring adequate coverage for client demands.
• You’ll track and analyze support metrics, leveraging data to identify trends, reduce repeat inquiries, and drive process improvements that enhance overall customer satisfaction.
• You’ll serve as a trusted advisor to clients, resolving escalated concerns with empathy and professionalism while maintaining strong relationships that foster loyalty and retention.
• You’ll facilitate clear communication, keeping your team informed of product updates, process changes, and company initiatives to ensure alignment across the organization.
• You’ll champion a positive, collaborative culture, recognizing and celebrating individual and team successes, and nurturing an environment where new ideas can thrive.
• You’ll build and refine support processes, continuously seeking ways to increase efficiency, scale, and improve client experiences through collaboration with cross-functional teams.
• You’ll maintain proficient knowledge of our products, updating training materials and ensuring your team is well-prepared to deliver exceptional phone, email, and in-person support.
• You’ll uphold data integrity, ensuring consistent, accurate information in core systems and adhering to security, confidentiality, and privacy policies.
• Other duties as assigned.
  
  

What You’ll Need

• 2 years of experience in a customer support or client success environment, with preferably at least 1 year in a leadership role within a SaaS or software-focused organization.
• Proven ability to lead the full support lifecycle, from strategic planning to day-to-day team operations, issue escalation, and post-resolution analysis.
• Demonstrated success in building and managing high-performing teams, fostering growth, accountability, and collaboration.
• Strong strategic thinking and problem-solving abilities, with the capacity to anticipate challenges and adapt processes to meet evolving customer demands.
• Exceptional communication skills (written and verbal), adept at influencing cross-functional partners and presenting to senior leadership.
• Hands-on experience with CRM and Support systems, preferably Salesforce and Zendesk, along with a strong aptitude for learning new technologies and tools.
• Data-driven mindset, able to track, interpret, and act on key metrics (e.g., resolution times, client satisfaction scores) to continuously improve support delivery.
• Customer-centric approach with a proven commitment to delivering exceptional client experiences, even in escalated or high-pressure situations.
• Demonstrated proficiency with AI tools and techniques (e.g., large language models, machine learning frameworks) and a track record of integrating these technologies into processes or products to drive efficiency and innovation.
• Bachelor’s degree in Business, Communications, Technology, or a related field (or equivalent experience).
• Willingness and ability to travel (approximately 5%) for regional trainings and events.
  
  

What You’ll Bring To Our Team Dynamics

• Strategic Thinking: Ensures direct reports efficiently manage resources to maximize effectiveness and support the achievement of functional objectives.
• Performance Advancement: Ensures direct reports uphold high standards of excellence in product and service delivery, holding them accountable for meeting established standards.
• Decision-Making: Facilitates direct reports in understanding and promptly executing companywide and functional decisions, including helping team members understand the impact of decisions within and outside the function.
• Collaboration and Learning: Cultivates a growth mindset among direct reports, encouraging reflection and continuous learning from their job performance and experiences.
• Change Management: Practices active listening and high emotional intelligence in interactions with direct reports.
• Staff Development: Provides effective professional guidance to direct reports through regular, direct, and authentic developmental and performance feedback that is in line with Foundant’s policies and practices.
  
  

Why You’ll Love Working at SmartSimple Foundant:

• At the heart of everything we do is a commitment to innovation and making a positive impact. Whether you’re working on projects that empower not-for-profits, community foundations, or corporations, your contributions will help drive real-world change.
• We offer competitive salary and benefits, including tuition, and lifestyle reimbursements, and bespoke mindfulness and fitness initiatives.
• With our Flexible PTO policy, you’ll have the freedom to manage your time in a way that supports your personal well-being and professional success.
• We’re committed to your professional and personal development. With our merger, you'll have the chance to collaborate across teams at both SmartSimple and Foundant, giving you exposure to diverse ideas, expertise, and projects that span multiple industries.
• As part of a larger organization, you’ll have even more opportunities to grow your career. Whether it’s exploring new roles, leadership opportunities, or shifting to a different department, we support internal mobility to help you achieve your career goals
• You’ll enjoy autonomy and responsibility, empowering you to approach your work creatively and independently, fostering innovation and independent thought.
• Employee recognition is a core part of our culture. When you do a great job, we make sure everyone knows about it!
  
  

SmartSimple and Foundant are equal opportunity employers, committed to building a diverse workforce that represents the communities we serve. We welcome and encourage applications from all qualified candidates, and will consider all applicants without regard to race, color, citizenship, religion, sex, marital/family status, sexual orientation, gender identity, Indigenous status, age, disability, or individuals who may require accommodation.

In accordance with the Ontario Human Rights Code, the Accessibility for Ontarians with Disabilities Act (AODA), and other applicable legislation, SmartSimple and Foundant are also committed to providing accommodations throughout the interview and employment process. Accommodations are available upon request for candidates participating in all aspects of the selection process. If you have accessibility requirements during the recruitment process and require accommodation, please contact hr@smartsimple.com.