Manager, Customer Success, Account Leaders – Product Operations

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

📋 Description

• Lead, manage, and mentor Account Leaders and members of the Product Operations team.

• Conduct performance evaluations, coaching sessions, development planning, interviewing, and make hiring recommendations along with performance management activities.

• Set performance expectations and ensure accountability for responsiveness, accuracy, communication quality, execution, and client satisfaction.

• Cultivate, protect, and enhance client relationships through proactive stewardship and strategic partnerships.

• Ensure that client communications, reports, presentations, and deliverables are timely, accurate, professional, and solution-focused.

• Review and supervise client-facing communications for consistency, quality, and alignment with organizational standards.

• Lead Executive Business Reviews, Quarterly Business Reviews, Monthly Business Reviews, governance meetings, and strategic planning sessions.

• Ensure that business reviews provide meaningful insights, operational trends, recommendations, and actionable business outcomes.

• Maintain accountability for client satisfaction, relationship health, and adherence to contractual obligations.

• Act as the primary escalation point for clients before Senior Director involvement.

• Proactively and effectively address operational issues, business risks, and client concerns.

• Oversee Voice of the Customer reporting, customer experience insights, operational trend analysis, and client recommendations.

• Lead Product Operations activities such as forecasting, redemption planning, inventory risk identification, partner management, and operational readiness.

• Collaborate with vendors, fulfillment providers, clients, and internal departments to enhance performance and resolve operational challenges.

• Identify and mitigate operational, client, inventory, fulfillment, and reputational risks.

• Support strategic planning, business growth, operational improvements, and client retention initiatives.

• Develop future Customer Success, Client Services, and business leaders through mentorship and coaching.

• Promote ownership, accountability, innovation, proactive communication, and customer advocacy.

• Drive continuous improvement via automation, process optimization, technology enhancements, and creative problem-solving.

• Escalate significant business, client, financial, or reputational risks needing executive visibility, along with documentation and recommended next steps.

• Manage daily client and operational responsibilities while building a stronger, scalable, and future-ready organization.

⛳️ Requirements

• Bachelor's Degree or equivalent business experience is preferred.

• Five or more years of leadership experience in customer success, client services, account management, contact center operations, product operations, program management, or related fields are preferred.

• Proven ability to lead teams, influence stakeholders, develop future leaders, and drive accountability across varied business functions.

• Capacity to analyze operational performance, client trends, forecasting data, customer insights, and business results to create actionable recommendations and strategic plans.

• Strong grasp of client relationship management, program performance, operational execution, vendor management, and strategic planning.

• A solid work ethic and a commitment to going the extra mile.

• A customer-first and client-centric mindset.

• Outstanding communication and presentation skills.

• Strong conflict resolution and de-escalation skills.

• High level of autonomy and accountability.

• Strategic thinker with a focus on operational discipline.

• Proactive and solutions-oriented attitude.

• Commitment to innovation and continuous improvement.

• Strong leadership and coaching skills.

• Ability to influence and drive results through others.

• Candidates must be willing and able to travel as necessary to meet the responsibilities of the role.

🏝️ Benefits

• Flexible Time Off to recharge when needed.

• Nine Company-Wide Holidays.

• A comprehensive suite of benefits prioritizing your growth, development, and personal well-being.

• Flexible work environment with options for remote work.

• Periodic travel opportunities for team collaboration, customer engagements, training, and company events.