Customer Success & Support Operations Manager

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

📋 Description

• Analyze customer success strategies, account plans, and workflows that directly involve customers.

• Evaluate customer requirements, adoption rates, retention strategies, long-term value, account health, and methods of customer engagement.

• Examine support workflows, service procedures, ticket management, escalation processes, prioritization, resolution strategies, and recommendations for support performance.

• Assess customer satisfaction, loyalty, retention rates, customer journeys, service experiences, initiatives for reducing churn, and addressing customer pain points.

• Investigate complex customer issues and escalations, focusing on prioritization, communication, ownership, resolution planning, and escalation routes.

• Review customer success and support performance data, including retention, churn rates, customer satisfaction, response times, resolution rates, and metrics for account health.

• Analyze recommendations related to support efficiency, customer onboarding, adoption processes, service delivery, workflow design, ownership, handoffs, service standards, scalability, and cost-effectiveness.

• Check customer success reports, operational documents, spreadsheets, slide presentations, executive summaries, charts, tables, and visuals for accuracy, completeness, clarity, and usefulness in decision-making.

• Evaluate assigned outputs against specific quality standards relevant to the domain and deliver clear, structured written feedback on strengths and weaknesses.

• Consistently apply evaluation criteria across customer success and support deliverables.

⛳️ Requirements

• Over 5 years of pertinent professional experience in customer success, customer support, client success, customer experience, support operations, or a closely related area.

• Experience in roles such as Customer Success Manager, Customer Support Manager, Client Success Manager, Customer Experience Manager, Support Operations Manager, or similar positions.

• Strong practical knowledge of customer lifecycle management, retention strategies, support delivery, and escalation processes.

• Experience in developing or evaluating customer success strategies, support workflows, service metrics, or operational reports.

• Ability to assess customer-facing recommendations for their practicality, scalability, and business impact.

• Highly proficient in Microsoft Office and Google Workspace.

• Advanced skills in PowerPoint / Google Slides.

• Strong capabilities in spreadsheet management and analytical tasks.

• Native or professional fluency in English.

• Excellent written communication skills with the ability to provide clear, structured feedback.

• Strong attention to detail in customer, operational, analytical, and presentation aspects.

• H1-B and STEM OPT support is not available for this role.

🏝️ Benefits

• Fully remote work environment.

• Flexible scheduling that aligns with project requirements.

• Part-time independent contractor position.

• Project duration may be adjusted based on needs and performance.