Client Success Manager

Hornblower Group

Hornblower Group is a global leader in experience and transportation. Spanning a 100-year history, Hornblower Group's portfolio of international offerings includes water- and land-based experiences and ferry and transportation services. City Experiences, Hornblower Group's premier experience division, offers dining and sightseeing cruises and walking and food tours through the City Cruises, Walks, and Devour brands. City Ferry, part of Hornblower Group's Ferry and Transportation Division, is the largest private operator of high-speed passenger and vehicle ferries in the United States, carrying more than 10 million passengers annually and operating services including NYC Ferry, Puerto Rico Ferry, and other regional ferry systems. Hornblower Group's subsidiaries include Hornblower Marine, which provides vessel outhaul and maintenance services at Bridgeport Boatworks in Bridgeport, Connecticut, and Seaward Services, Inc., a full-service shipping, waterfront logistics and management company that specializes in the operation and maintenance of government and commercial vessels. Additionally, Anchor Operating System, LLC, a Hornblower Group subsidiary and independent entity, provides reservation, ticketing and website integration services for clients in the transportation, tourism and entertainment industries. Today, Hornblower Group's global portfolio covers over 10 countries, over 50 U.S. cities and serves more than 20 million guests annually. Headquartered in Orlando, Florida, Hornblower Group's additional corporate offices reside in San Francisco, California; Boston, Massachusetts; Chicago, Illinois; London, United Kingdom; New York, New York; Dublin, Ireland; and across Ontario, Canada.

Position Summary:

You will lead our support team, improve how we support customers, manage escalations, and make sure clients receive timely, clear, and helpful responses. This is a hands-on role. We are looking for someone who is comfortable leading the team while also jumping in, responding directly to customers, helping solve problems, and staying involved until an issue is resolved. Our clients operate across different industries, countries, and time zones, so strong communication, urgency, organization, and follow-through are essential.

Duties and Responsibilities:

• Lead, coach, and develop the customer support team.
• Own the overall customer support experience.
• Respond directly to customer inquiries and escalations when needed.
• Make sure support requests are handled quickly, professionally, and accurately.
• Serve as a senior point of contact for key clients.
• Manage and monitor customer issues through Jira, including priorities, escalations, SLAs, and follow-up.
• Own Anchor's SLA performance and make sure the team is meeting our support commitments.
• Manage critical Priority 1 issues with a target response within 2 hours and resolution within 48 hours.
• Manage Priority 2 issues with a target response within 8 hours and resolution within 3–5 days.
• Ensure Priority 3 requests are addressed or responded to within 7 days.
• Help manage support coverage for a global client base and a support operation that is available 7 days a week. Use Slack to coordinate quickly with Engineering, Product, Implementation, and other internal teams.
• Communicate with customers through Gmail and other support channels with clear, professional, and timely updates.
• Build and improve support processes, escalation procedures, documentation, and internal workflows.
• Track support metrics including response times, resolution times, ticket volume, backlog, and customer satisfaction.
• Identify recurring customer issues and work with Product and Engineering on long-term solutions.
• Help build a support model that can scale as Anchor continues to grow globally.
• Keep customers informed during critical issues and service interruptions.
• Create a culture of ownership, accountability, responsiveness, and great customer

Requirements & Qualifications:

• 5+ years of experience in customer support, technical support, SaaS, or customer operations.
• 3+ years of experience leading a customer support team.
• Experience working with B2B SaaS or another complex technology platform.
• Strong customer communication and problem-solving skills.
• Comfortable working directly with customers, including senior client stakeholders.
• Experience managing escalations and high-priority issues.
• Strong technical aptitude and the ability to work closely with Engineering and Product teams.
• Experience working with Jira, Slack, Gmail, and similar customer support and collaboration tools.
• Experience managing support KPIs, SLAs, ticket queues, and support operations.
• Strong written communication skills and attention to detail.
• A strong sense of ownership and accountability.
• Ability to stay calm, organized, and responsive in a fast-moving environment.

What Success Looks Like Our customers should feel confident that when they reach out to Anchor, someone is taking ownership of their issue and seeing it through.

The support team should have clear expectations, strong processes, and the tools they need to succeed. Leadership should have visibility into customer issues and support performance. And customers around the world should receive the same high level of service regardless of where they operate.

We are looking for someone who wants to build a great support organization and is willing to be hands-on in making that happen.

The RESPECT Service System embodies our mission, vision, values and operating principles. By creating a company culture that puts RESPECT at its core, we believe it will drive us to achieve our goal of becoming a Global Experiences and Transportation Leader.

EEO / Disabled / Protected Veteran Employer. Hornblower is proud to be an Equal Employment Opportunity employer. We offer equal employment opportunities to all qualified individuals and prohibit discrimination and/or harassment of any type, including but not limited to discrimination and or harassment based upon race, religion, religious creed, color, national origin, ancestry, citizenship, sex, sexual orientation, gender, gender identity, gender expression, age, pregnancy or relation medical conditions, childbirth, breastfeeding, parental status, veteran and/or military status, disability (physical or mental), medical condition, genetic information or characteristics, political affiliation, domestic violence survivor status, marital status, or other characteristics prohibited by federal, state, or local law. Additionally, as a federal, state, and local contractor, Hornblower complies with government regulations, including affirmative action responsibilities for qualified individuals, where and as they apply. The company also participates in the E-Verify program in certain locations.