Customer Success Operations Manager
Customer Success Operations Manager
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Salary Not Disclosed
1 Vacancy
Job Description
This is a remote position.
Summary:
As a Customer Success Manager (CSM) in this growth role you will play a key part in scaling our customer success operations managing new and existing clients and ensuring Workmate performance meets expectations. This role has been created to support our expanding client base and drive greater retention satisfaction and revenue growth. Success in this role is measured by:
Conduct Client Discovery Calls on new leads
Seamless onboarding for new clients ensuring a smooth transition and service adoption.
Increased retention and satisfaction
Proactive issue resolution within 2448 hours preventing escalations and churn.
Optimized Workmate performance ensuring alignment with client expectations.
Revenue growth through upsells and crosssells expanding service utilization per account.
Key Responsibilities & Performance Expectations
Client Discovery & Sales Support
Conduct client discovery calls to understand business needs challenges and hiring requirements.
Capture client expectations and success metrics to align Workmate performance with business goals.
Client Onboarding & Implementation
Develop and execute a structured onboarding process ensuring all new clients are set up for success.
Facilitate client kickoff meetings to establish clear expectations and next steps.
Provide training on collaboration tools communication channels and performance tracking for Workmates.
Ensure the first 3060 days of client engagement result in full adoption of services and high satisfaction.
Ongoing Client Relationship Management
Serve as the primary point of contact for assigned accounts.
Conduct regular checkins and QBRs (Quarterly Business Reviews) to maintain engagement.
Monitor customer satisfaction scores (CSAT NPS) and implement strategies to enhance the client experience.
Workmate Performance Management
Oversee Workmate assignments ensuring alignment with client expectations and KPIs.
Provide coaching and performance feedback to Workmates to drive efficiency.
Address and resolve client concerns related to Workmate performance within 48 hours.
Upselling & Revenue Growth
Identify opportunities for upsells and service expansions within client accounts.
Internal Collaboration & Reporting
Maintain accurate records of our CMR ensuring uptodate client information.
Provide weekly reports on account status Workmate performance and retention risks.
Collaborate other departments to ensure seamless service delivery.
Performance Milestones (First 90 Days)
First 30 Days:
Conduct client discovery calls to understand business needs.
Develop a structured onboarding framework for new clients.
Establish relationships with internal teams to align processes.
60 Days:
Ensure 100% of new clients complete onboarding successfully.
Implement a Workmate performance tracking system for proactive issue resolution.
Develop a client engagement plan including QBR scheduling.
90 Days & Beyond:
Achieve target client retention rates and upsell goals.
Optimize the onboarding process to reduce timetovalue for clients.
Develop a scalable account management strategy for longterm success.
Requirements
Required Skills & Competencies
Client Discovery & Relationship Building
Onboarding & Implementation Excellence
Performance Management & ProblemSolving
Revenue Growth & Upselling
DataDriven Decision Making
Collaboration & Communication
Required Skills & Competencies Client Discovery & Relationship Building Onboarding & Implementation Excellence Performance Management & Problem-Solving Revenue Growth & Upselling Data-Driven Decision Making Collaboration & Communication
Employment Type
Full Time
