Client Support Manager - B2B SaaS Fintech

Landytech is on a mission to revolutionize the way that investment managers, asset owners and their advisors access asset information. Powered by Sesame, an industry-leading investment reporting platform, we are helping clients in over 15 countries make informed investment decisions and deliver insights faster.

The company is growing rapidly and it's an exciting time to join, having secured $12M in Series B funding in January 2023. In just four years, it has gone from two co-founders to a team of almost 100 staff, with offices in London and Paris. At Landytech, we see diversity as our strength with a team from over 15 countries and 14 languages spoken.

Team & Role

We are looking for a hands-on and strategic Support Manager to lead and scale our global client support function. This role will be based in Pune and will oversee a small but growing team responsible for front-line client support.

You will work closely with our Client Success Managers, Product Specialists, Data Operations, Professional Services and R&D teams to deliver a seamless and high-quality support experience.

You will be a true player-coach – providing leadership to the team while actively engaging in support interactions and leading by example.

Key Responsibilities

• Lead and mentor a small support team in Pune, ensuring coverage, coaching, and continuous skill development.
• Act as a player-coach : lead the team while staying hands-on with support cases and client communication.
• Instil a strong service culture focused on responsiveness, empathy, and client success.
• Oversee daily support operations, prioritisation, triage ensuring timely and high-quality responses via email (CRM), calls, and Teams.
• Own and enhance our digital support resources, including the Academy and Knowledge Base.
• Drive AI and automation-focused improvements for operational efficiency and client enablement.
• Management reporting and analysis on function on a regular and ad-hoc basis
• Process improvement inclduing writing SOPs
• Partner cross-functionally with Client Success, Product, Data Ops, PS and R&D to ensure smooth operations, seeking resolution for the client’s benefit whilst also driving sustainable and scalable solutions.

Requirements

Our Benefits