Premium Support Manager - North America

ABOUT THE ROLE We are seeking a seasoned Premium Support Manager to lead our Support Delivery Managers (SDMs) and Technical Account Managers (TAMs) in North America. As a senior leadership role, you will be responsible for driving outcomes, pushing initiatives forward, and ensuring accountability. This is an opportunity to join a cutting-edge enterprise network and secure cloud platform company that is on a fast track to becoming the worldwide market leader. WHAT YOU'LL DO As a Premium Support Manager, you will be responsible for leading, mentoring, and developing SDMs and TAMs. You will define team objectives, KPIs, and operational frameworks aligned with company strategy and customer success goals. Your key responsibilities will include: - Leading, mentoring, and developing SDMs and TAMs to ensure clear responsibilities, career growth, and strong performance. - Driving a culture of accountability, customer advocacy, and continuous improvement while setting the tone through visible, proactive leadership. - Managing team capacity planning and account assignments to balance workload effectively. - Ensuring consistent, high-quality support and account management for strategic accounts with executive-level visibility into health, escalations, and service delivery. - Acting as the senior escalation point, taking control of stalled situations by mobilizing Sales, Customer Success, Engineering, Product, or other stakeholders to drive resolution. - Partnering with Customer Success, Sales, and other leadership to align support engagement with broader business objectives. WHAT YOU'LL NEED To be successful in this role, you will need: - Proven leadership experience managing customer-facing technical teams such as Support Delivery, TAM, or Customer Success. - Strong background in technical support, escalation management, and customer advocacy. - Demonstrated ability to lead through influence, collaborating effectively with Product, Engineering, and Support leadership. - Active leadership mindset: not waiting for direction but driving outcomes, pushing initiatives forward, and ensuring accountability. - Exceptional communication skills, including the ability to engage confidently with executives and non-technical stakeholders. - Experience managing distributed teams and balancing multiple strategic accounts. - Strong analytical skills with the ability to translate operational data into insights and action plans. WHY REMOTE As a remote employee, you will have the flexibility to work from anywhere while still being part of a dynamic and growing company. You will have the opportunity to work with a talented team of professionals who share your passion for delivering exceptional customer support. BENEFITS Cato provides a competitive salary and comprehensive benefits plan, including: - Health, vision, and dental insurance - 401(k) plan - Stock options - Health Savings/Flexible Spending Accounts - Flexible time-off - Paid parental leave and disability benefits.