Client Success Operations Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee and implement post-sales client success strategies while managing the client success team and operations.

• Enhance internal processes, data analytics, and technology infrastructures.

• Propel client retention and revenue growth through sustained service engagements and efficient scaling practices.

• Create and implement client engagement strategies throughout the client lifecycle.

• Develop and uphold client success playbooks, processes, and operational rhythms.

• Lead monthly, quarterly, and annual reviews of client business performance.

• Evaluate client priorities, assess outcomes, identify potential risks, and discover opportunities for deeper engagement.

• Collaborate with sales, delivery, operations, and technical teams to align resources with client objectives.

• Track client health metrics, retention trends, NPS, ARR, renewal activities, and other KPIs.

• Convert client feedback, data insights, and service trends into actionable recommendations.

• Manage critical client relationships and handle escalations effectively.

• Coordinate internal action plans to ensure timely resolution of concerns or obstacles.

• Assist in client expansion and renewal initiatives.

• Identify opportunities to strengthen partnerships and enhance service adoption.

• Set objectives, provide constructive feedback, and conduct performance evaluations for direct reports.

• Mentor, coach, and facilitate employee development.

• Promote an inclusive, high-performing team culture.

• Address performance and conduct challenges proactively.

• Ensure compliance with company policies in collaboration with HR.

• Support interviewing, selection, workforce planning, onboarding, and training processes.

⛳️ Requirements

• A bachelor’s degree in business, technology, operations, client success, or a related field is preferred; a combination of education and relevant experience may also be considered.

• At least five years of experience in client success, account management, business operations, or a similar client-facing position.

• Experience in technology, construction technology, or professional services is preferred.

• Proven ability to lead, coach, and develop team members effectively.

• Experience in building scalable processes and fostering a high-performing team environment.

• Strong ability to influence and collaborate across various departments.

• Proficient in analyzing client data to identify trends, assess risks, and translate insights into actionable recommendations, dashboards, or executive-level updates.

• Working knowledge of client retention strategies, renewals, forecasting, recurring revenue models, and expansion opportunities.

• Exceptional written and verbal communication skills.

• Ability to facilitate executive-level discussions, navigate sensitive client matters, and present information clearly and professionally.

• Comfortable utilizing CRM, client success, business intelligence, project management, and related technology platforms.

• Must be able to work from an approved state in the United States.

• Ability to sit for extended periods and use a computer and keyboard for prolonged durations.

• Frequent typing and mouse usage, requiring fine motor skills for accurate data entry and navigation.

• Capability to maintain good posture and adjust seating and workstation to minimize physical strain.

• Subject to pre-employment background check and drug screening.

🏝️ Benefits

• Remote work opportunity.

• Minimal travel requirements.

• Standard Monday–Friday schedule from 8:00 am to 5:00 pm local time zone.

• Salaried exempt status.

• Reasonable accommodations available for qualified individuals with disabilities.

• Pre-employment background check and drug screening required.