Manager, Product Support

Posting Type

Hybrid

Job Overview

Here at Relativity, we prioritize flexibility and work-life harmony. Our Hybrid work environment provides options tailored to your role and location, aiming to enhance engagement, connectivity, and productivity.
Join us to experience a culture of collaboration and innovation, where connecting in-person adds value to our collective growth. Let's work together!
As an EMEA Product Support Manager, you will lead a team of highly skilled Product Support professionals supporting a modern, enterprise SaaS platform. This role is designed for leaders with strong SaaS support experience who understand that great support goes beyond resolving issues - it helps customers adopt workflows, optimize usage, and realize ongoing value from the product.
This role blends people leadership, operational ownership, and cross-functional collaboration in a global, SaaS-based support environment. You will help scale support operations while maintaining a strong culture of accountability, learning, and customer focus.
As part of a global SaaS support organization, this role requires a high degree of schedule flexibility to ensure strong collaboration and leadership alignment with US-based counterparts. While the position is based in EMEA (Poland) and operates under a task-based work model, there is an expectation that the majority of the working week (approximately 80%) will provide meaningful overlap with US business hours.
Working hours may vary depending on business needs, team coverage requirements, and cross-regional priorities. This flexibility enables effective partnership with global stakeholders, real-time decision-making, and seamless support operations across regions.

Job Description and Requirements

What You’ll Do:

Lead & Develop High-Performing Teams

• Lead, coach, and develop a team of Product Support professionals operating in a SaaS-first support model.

• Set clear expectations around consultative customer engagement, workflow guidance, and value-driven support.

• Own performance management, feedback, goal-setting, and professional development for direct reports.

• Build a culture of trust, accountability, continuous improvement, and inclusive leadership.

Drive Operational Excellence

• Oversee daily support operations, ensuring customer requests are handled efficiently and consistently in line with SaaS service standards.

• Guide teams in helping customers understand product capabilities, workflows, and best practices - not just how features work, but how they deliver value.

• Monitor capacity, workloads, and service performance, adjusting as needed to maintain a high-quality customer experience.

• Use support data and trends to identify opportunities to improve processes, customer outcomes, and team effectiveness.

Act as a Customer Advocate

• Serve as an escalation point for complex or high-impact customer issues, balancing customer needs with product capabilities.

• Ensure customer feedback, recurring themes, and workflow challenges are clearly articulated and shared internally.

• Represent the customer perspective in discussions with Product, Engineering, and other stakeholders.

Partner Across the Business

• Collaborate closely with Product and Engineering teams to provide actionable insights based on customer usage, support interactions, and operational data.

• Ensure support insights meaningfully influence product improvements, documentation, and enablement.

• Work with global Product Support leaders to deliver a seamless, follow-the-sun SaaS support experience.

• Translate business objectives into operational priorities that scale with a growing SaaS customer base.

Stakeholder Management & Communication

• Proven ability to effectively manage and collaborate with internal and external stakeholders across departments, ensuring clear, consistent, and impactful communication.

• Strong relationship-building skills, with the ability to translate support insights, customer feedback, and identified trends into actionable recommendations for relevant stakeholders.

• Demonstrated experience in cross-functional stakeholder communication aimed at driving product adoption and continuous improvement, leveraging insights from the support domain to influence decisions and outcomes.

• Ability to strategically manage stakeholder expectations and communication to align support-driven insights with broader business and product goals.

What You Bring:

Required

• At least 3 years of experience leading or managing teams in a technical support or customer support environment, with experience supporting SaaS products.

• Strong people leadership skills with a proven ability to coach, motivate, and develop teams.

• Experience operating in a consultative support model, focused on workflows, adoption, and customer value.

• Excellent written and verbal communication skills, with the ability to communicate clearly with customers and internal stakeholders.

• Customer-first mindset and sound judgment when handling complex or ambiguous situations.

Preferred

• Experience supporting SaaS products and working closely with Product and Engineering teams.

• Hands-on familiarity with support tools such as Salesforce, Jira, or similar platforms.

• Experience working in a global or distributed SaaS organizations.

• Knowledge of ITIL standards and best practices (ITIL Foundations certification is a plus).

• Experience with Relativity and/or eDiscovery is a plus but not required.

Relativity is a diverse workplace with different skills and life experiences—and we love and celebrate those differences. We believe that employees are happiest when they're empowered to be their full, authentic selves, regardless how you identify.

Benefit Highlights:

Comprehensive health, dental, and vision plans

Parental leave for primary and secondary caregivers

Flexible work arrangements

Long-term incentive program

Training investment program

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.

Relativity is committed to competitive, fair, and equitable compensation practices.

This position is eligible for total compensation which includes a competitive base salary, an annual performance bonus, and long-term incentives.

The expected salary range for this role is between following values:

188 000 and 282 000PLN

The final offered salary will be based on several factors, including but not limited to the candidate's depth of experience, skill set, qualifications, and internal pay equity. Hiring at the top end of the range would not be typical, to allow for future meaningful salary growth in this position. 

Required Skills:

Budget Management, Coaching, Communication, Customer Service, Customer-Support, Mentorship, Stakeholder Management, Team Leadership, Technical Support, Training and Development