Senior Manager, Client/Partner Success and Operations

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

📋 Description

• Oversee and enhance the Implementation, Platform Operations, and Solutions Consulting teams.

• Guide team leaders and senior contributors through mentoring, constructive feedback, and professional growth.

• Establish performance benchmarks, conduct regular one-on-ones, and foster accountability along with continuous improvement.

• Collaborate with HR on recruitment, onboarding, and team structure.

• Create and sustain SOPs, KPIs, and SLAs for Partner Operations.

• Manage the complete onboarding process for new employer clients from contract signing to go-live.

• Supervise the initial implementation and platform setup for new educational providers.

• Develop implementation playbooks, project templates, and quality assurance checklists.

• Work closely with Sales and Account Management on handoffs and client expectations.

• Recognize implementation challenges and address root causes related to product, process, and client readiness.

• Monitor the technical and operational health of active employer client accounts.

• Ensure precise configurations, functioning integrations, and timely data exchanges.

• Define and track SLAs for platform issues, escalations, and configuration modifications.

• Collaborate with Product and Engineering to prioritize technical challenges.

• Ensure the accuracy of client records, benefit configurations, and platform settings.

• Promote client adoption, utilization, and measurable outcomes.

• Identify at-risk clients, usage gaps, and collaborate with Account Management on action plans.

• Support renewal and expansion discussions through operational metrics and client success documentation.

• Lead Solutions Consulting in translating client needs into technical and operational solutions.

• Create reusable frameworks, decision trees, and consultation playbooks.

• Collaborate with Sales and Account Management on complex renewals, expansions, and new business opportunities.

• Act as the operational owner of the client lifecycle from launch to ongoing platform stewardship.

• Represent Partner Operations in cross-functional planning, roadmap discussions, and escalation meetings.

• Partner with Enrollment & Financial Operations, Sales, Product, and Finance to ensure client success.

• Identify opportunities to standardize, automate, and enhance client-facing processes.

⛳️ Requirements

• Capability to lead multiple teams concurrently and align them towards common goals.

• Strong operational mindset with the ability to establish processes, set standards, and hold teams accountable.

• Experience managing partner-facing teams in a SaaS, edtech, or benefits administration setting.

• Technical proficiency with platform configurations, integration protocols, and data exchange standards.

• Ability to navigate complex cross-functional relationships and influence without direct authority.

• Excellent communication skills for translating technical concepts for business audiences and business requirements for technical teams.

• Data-driven performance management capabilities.

• 8+ years of pertinent experience in operations, client success, implementation, or technical account management.

• 4+ years of leadership experience.

• At least 2 years of experience managing managers or leading multiple teams.

• Experience in a SaaS platform or benefits administration environment is strongly preferred.

• Proven track record of building or scaling operational functions, including playbooks, SOPs, and team structures.

• Experience collaborating cross-functionally with Product, Engineering, Sales, and Finance.

• Demonstrated ability to lead teams through change and uncertainty.

• Bachelor’s degree is required.

• Willingness to travel occasionally based on business needs.

• Capability to meet critical thinking, problem-solving, and communication requirements.

• Ability to work over 40 hours per week when business demands necessitate.

• Proficiency in accessing information using a computer.

🏝️ Benefits

• Medical, dental, vision, life, and disability insurance plans.

• Well-being incentives.

• Parental leave.

• Paid time off.

• Certain paid holidays.

• Tax-saving accounts (FSA, HSA).

• 401(k) retirement plan.

• Employee Stock Purchase Plan.

• Tuition assistance.

• Discounts on entertainment and retail.

• Overtime pay for eligible non-exempt employees.

• Reasonable accommodations for disabilities.

• Comprehensive benefits package for employees scheduled for 30 hours or more per week.