Manager, Product Support

Relativity is a company operating a modern, enterprise SaaS platform with a global SaaS support organization. The role is based in EMEA (Poland) and involves leading a team of Product Support professionals in a SaaS-first support model.

Required:

• At least 3 years of experience leading or managing teams in a technical or customer support environment supporting SaaS products.
• Strong people leadership skills with 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.
• Customer-first mindset and sound judgment in 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 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.

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.
• 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.
• 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 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:

• Manage and collaborate with internal and external stakeholders across departments.
• Translate support insights, customer feedback, and identified trends into actionable recommendations.
• Communicate cross-functionally to drive product adoption and continuous improvement.
• Strategically manage stakeholder expectations and communication to align support-driven insights with business and product goals.

This role is based in EMEA (Poland) and requires a high degree of schedule flexibility to ensure meaningful overlap (approximately 80%) with US business hours. Working hours may vary depending on business needs, team coverage, and cross-regional priorities. All qualified applicants will receive consideration without regard to legally protected bases.