Why This Job is Featured on The SaaS Jobs
This Product Support Manager role stands out in SaaS because it sits at the junction of customer experience, product reliability, and feedback loops into engineering. Clay’s positioning as a product used by a wide range of companies implies a support function that must translate varied use cases into clear issue diagnosis, prioritisation, and repeatable workflows, which is a common complexity in modern B2B SaaS.
From a career perspective, the remit builds durable SaaS operating skills: running support against measurable outcomes, designing queue and escalation systems, and turning qualitative tickets into actionable product signals. The emphasis on incident coordination and tooling suggests exposure to the mechanics of service ownership, which transfers well into support operations, customer success leadership, or product roles where customer evidence shapes roadmaps.
The role is best suited to someone who enjoys combining people leadership with hands on problem solving, including technical investigation when needed. It will fit a manager who is comfortable making tradeoffs across capacity, quality, and responsiveness, and who prefers close collaboration with product and engineering rather than a purely service desk model.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
About Clay
Our mission is to help organizations turn any growth idea into reality.
We see growth as a creative practice, not a formula. Finding and reaching your best-fit customers takes unique ideas and constant iteration. As AI makes execution faster and tactics easier to copy, creativity is the only lasting advantage. We're already helping thousands of customers — including Anthropic, Notion, Google, and Ramp — go to market with unique data, signals, and AI research.
In 2025, we raised a $100M Series C backed by world-class investors including Sequoia, CapitalG, and First Round — and crossed $100M in revenue.
In 2026, we announced our second employee tender offer in 9 months at a new $5B valuation. We also launched a community equity round, for our customers, agency partners, and club members.
Some things to know about us:
Our community includes 11,000+ customers, 150+ integration partners, 125+ agencies, 50+ Clay clubs, and 30k members on Slack.
Our cultureis unique inside and outside of work. Our team members are also DJs, activists, writers, clowns, marathoners, skydivers, psychedelic therapists, social workers, and more.
All employees can work for free with world-class coaches who specialize in creativity, management, and more.
Our operating principles — including negative maintenance and non-attached action — guide our work. Read more about them here.
Read about us in the NYT, Forbes, First Round Review, and more.
Hear from our employees directly on our Glassdoor page!
Product Support Manager @ Clay
You will lead a dedicated team of support specialists who engage with our diverse customer base, from innovative enterprises to agile startups and SMBs. Your leadership will be crucial in ensuring our customers maximize the value of our products while providing exceptional support and driving continuous improvement.
What You’ll Do:
Hire, onboard and mentor an incredible team: Mentor and manage the product support team, with a focus on career growth and development, hiring great talent, and optimizing team capacity through effective workforce management.
Help the team hit monthly support targets: Ensure that the team is accountable to performance metrics, including but not limited to, first contact resolution and CSAT (90%+).
Optimize support systems: Own and optimize all aspects of human support, including queue segmentation and prioritization to streamline customer interactions and ensure efficient issue resolution.
Share feedback with engineering and product: Analyze customer feedback to identify trends and provide valuable insights for product improvements and support strategy adjustments.
Support cross-functional needs and coordinate incidents: Collaborate with product and engineering teams to align support initiatives with product updates, while leading the team in responding to escalations and high-priority incidents.
What You’ll Bring
You are a proven leader: You have managed teams in fast-paced environments, especially within early-stage companies, with a demonstrated ability to drive team performance.
You have a technical background: You possess technical skills that enable you to understand and solve product-related issues effectively, and even code solutions when necessary.
You are deeply customer-focused: You have a proven track record of working successfully with customers, understanding their needs, and delivering exceptional service.
You are an excellent communicator: You can clearly articulate ideas, product benefits, and feedback both internally and externally, and can create content that resonates with a variety of audiences.
Bonus Points
Deep knowledge of support ops tooling, including Intercom, Linear and Rootly.
Data analysis and reporting ability (SQL, Python, R, etc.)
