Client Success & Operations Manager

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

📋 Description

• Act as the principal relationship manager for AI Studio’s credit union clientele, fostering trusted, long-lasting partnerships with credit union executives and leadership teams.

• Serve as the daily point of contact for client inquiries, providing updates on engagement, program participation, and resolving issues.

• Facilitate the onboarding of new credit union clients, ensuring a seamless, professional, and value-oriented experience from the initial engagement through active participation.

• Design and implement a Client Engagement Plan that monitors participation across AI Studio’s service offerings while proactively identifying opportunities to enhance client value.

• Maintain up-to-date records of all client information, interactions, and engagement history.

• Gather and analyze client feedback, extracting insights that guide AI Studio’s evolving service priorities and strategic direction.

• Lead project management for advisory or technical engagements, including the maintenance and execution of project plans, timelines, milestones, deliverable tracking, and communication with stakeholders.

• Coordinate cross-functional teams, including internal staff, fractional experts, and external partners, to ensure timely and high-quality delivery.

• Develop and uphold standardized engagement frameworks, templates, and tools to facilitate consistent and scalable service delivery.

• Monitor engagement progress, proactively identifying and addressing risks, blockers, or changes in scope as necessary.

• Track and report on engagement performance metrics, client satisfaction levels, and delivery quality.

• Oversee the complete lifecycle of engagements from scope finalization and contracting through to delivery and closure.

• Provide project management support for internal initiatives as needed.

• Manage and update Statements of Work (SOWs) and Master Service Agreements (MSAs) in line with AI Studio’s service offerings.

• Supervise AI Studio’s billing and invoicing processes, ensuring timely and accurate invoice generation, which includes coordination with financial operations partners for processing and reporting.

• Develop, document, and continually enhance AI Studio’s operational policies, procedures, and administrative workflows.

• Identify and assist in the implementation of AI-first tools and systems to improve organizational efficiency and scalability.

• Maintain precise and organized documentation across all operational and risk/compliance functions, including contracts, templates, records, policies, and procedures.

• Ensure compliance with relevant regulatory and business requirements across contracts, policies, and operational processes.

⛳️ Requirements

• A Bachelor’s degree in Business Administration, Finance, Operational Management, Communications, or a related field is required, along with a minimum of 5-7 years of progressive experience in client relationship management and/or project management, OR a High School Diploma or equivalent with at least 10 years of progressive experience in client relationship management, operations, and/or project management.

• Experience in or directly supporting the credit union, CUSO, fintech, or financial services industry is highly preferred.

• Proven experience in managing Statements of Work (SOWs), service agreements, or client contracts.

• A demonstrated history of successfully managing multiple complex client relationships and project engagements concurrently.

🏝️ Benefits

• Occasional travel required for client meetings.

• Attendance at conferences.

• Participation in other business engagements.