Manager, Customer Support & Client Success (Associations)

It's fun to work in a company where people truly BELIEVE in what they're doing!

Fullsteam is a leading provider of vertical software and embedded payments technology dedicated to helping businesses flourish by providing their customers with seamless experiences. With a dynamic and growing team of over 1,900 employees, we are committed to driving innovation and delivering best-in-class software and payment solutions that empower small and medium-sized businesses across numerous industries. Our purpose is to help our customers grow their businesses and delight their customers. Join us and be a part of a forward-thinking company that values growth, excellence, and the success of our clients.

Euclid Technology, part of the Fullsteam organization, is an innovative and growing company that develops and implements premier SaaS solutions, Content Management Systems, and Mobile Web Solutions for associations, nonprofits and other member-based organizations. Our flagship product, ClearVantage, is a comprehensive SaaS solution that provides cross-functional enterprise resource planning, customer relationship management, member relationship management, data warehouse and analysis tools, targeted marketing, workflow management, electronic commerce and web content management in one integrated solution.

Euclid Technology is in search of a Manager of Customer Support & Client Success to join our team. This team member leads a team dedicated to delivering exceptional service, proactive client partnership, and long term value for associations and member driven organizations. This leader owns the full post implementation customer experience—from support operations to strategic account management—and ensures that our clients successfully adopt, optimize, and grow with our platform, ClearVantage.

Primary Responsibilities:

Team Leadership & Operational Management

• Lead, mentor, and develop a high performing team of Customer Support Analysts.
• Oversee support operations, ensuring consistent adherence to SLAs, quality standards, and issue resolution workflows.
• Maintain ownership of high risk escalations and guide the team in de-escalation strategies.

Client Success Strategy & Execution

• Own the business level strategy for retention for our association clients.
• Guide strategic conversations with association leadership teams (e.g., executive directors, membership directors, program heads).
• Monitor client health across the customer base and intervene when risks emerge.

Product & Cross Functional Alignment

• Serve as an internal champion for the needs, challenges, and strategic priorities of our clients.
• Analyze support trends, platform usage patterns, and client behavior to identify opportunities for improvement.
• Drive initiatives that reduce ticket volume through automation, documentation, and training.

Skills & Competencies:

• Excellent oral and written communication skills
• Ability to coach, mentor, and develop a high performing team‑performing team
• Confident presentation and facilitation skills
• Ability to triage, diagnose, and resolve complex product issues
• Experience managing escalations or guiding teams through them

Minimum Qualifications:

• 5–7+ years in Customer Support, Customer Success, or Account Management within a SaaS environment.
• 2+ years of leadership or team management experience.
• Experience in the membership/nonprofit/association industry using an AMS highly preferred.
• Strong operational management skills—able to scale processes, create structure, and improve service quality.
• Exceptional communication and executive‑level presentation skills.
• Experience with customer health scoring, and lifecycle management.

Salary range: $57,075- $115,000

Fullsteam supports an inclusive workplace that values diversity of thought, experience, and background. Fullsteam is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state, or local law.