Senior Director

Senior Director of Support for Smart Simple (SMS) Product Line

At Foundant, we empower mission-driven organizations to manage their data, workflows, and impact with our comprehensive software solutions. From grant management and community foundations to process automation and data collaboration, our combined expertise supports a diverse range of organizations - from nonprofits and charitable entities to corporations and governments.

We've created a powerhouse of solutions designed to meet the unique needs of organizations striving to make a difference. Together, we're setting new standards in innovation, flexibility, and impact management by helping organizations achieve their missions more efficiently and effectively.

The Senior Director of Support for the Smart Simple (SMS) product line is a senior leadership role responsible for the full support experience for SMS clients. This leader will build and scale a high-performing support organization, establish operational rigor, and serve as the primary escalation point and voice of the customer back into the business. This role sits at the intersection of people leadership, operational excellence, and strategic partnership — requiring both the ability to lead a team through day-to-day complexity and to shape how support functions as a competitive differentiator for Foundant's SMS offering.

Where You'll Work:

• As a remote-first workplace, we believe in offering flexibility and the freedom to work where it suits you best, while staying connected through technology. Our global network of talent is supported by physical office hubs and virtual collaboration, fostering a dynamic environment where innovation and growth thrive.
• With office locations in Bozeman, MT, Toronto, Canada, and Dublin, Ireland, you'll be part of a globally connected team. Whether you're working remotely or from one of our office locations, you'll be contributing to a vibrant, collaborative culture focused on driving meaningful impact across the world.

What You'll Do:

Lead and develop the SMS support team

• Provide direct leadership, coaching, and performance management for SMS support staff
• Build team structure, career paths, and capacity plans to support current and future client growth
• Foster a culture of ownership, accountability, and continuous improvement
• Manage hiring, onboarding, and retention for the SMS support function

Own the SMS support operation

• Define and enforce SLAs, escalation frameworks, and incident response protocols for SMS clients
• Monitor and drive performance against key metrics including CSAT, FCR, time-to-resolution, and ticket volume trends
• Maintain visibility into ticket queue health, backlog, and emerging patterns across the team
• Lead major incident and problem management processes, ensuring timely resolution and post-incident review

Drive client satisfaction and retention

• Serve as the senior escalation point for complex or high-stakes client issues
• Partner with Client Success to ensure continuity of the client relationship through support touchpoints
• Use support data and client feedback to identify recurring pain points and advocate for product or process fixes
• Represent the client voice in cross-functional conversations with Product and Engineering

Partner cross-functionally

• Collaborate with the Implementation team to ensure smooth transitions from go-live into steady-state support
• Work with Product on release readiness — ensuring the support team is informed, trained, and prepared ahead of launches
• Partner with Sales to support pre-sales conversations where implementation or support complexity is a factor
• Align with peer leaders across GLM/SLM, CSuite, and Giving Data support functions to share best practices and maintain organizational consistency

Build for scale

• Develop and maintain internal knowledge management systems, escalation playbooks, and training resources
• Identify and implement tooling, automation, or AI-assisted workflows to improve team efficiency and client experience
• Establish reporting cadences and dashboards that provide leadership with clear visibility into support health

Lead AI adoption in support

Foundant is actively investing in AI-assisted support…