Client Success & Operations Manager

Overview:

The Client Success & Operations Manager is a senior operational leader responsible for driving client retention, service excellence, and day-to-day team management of our onsite team members. Sitting at the intersection of strategic account management and operations, this role leads high-level client success strategies while managing, coaching, and optimizing the performance of the onsite team.

Key Responsibilities

1. Client Success & Account Retention

• Strategic Client Relationship Management: Serve as the primary operational partner and escalation contact for key client accounts, building trust and ensuring long-term client retention.

• Service Excellence & Alignment: Proactively monitor client satisfaction, ensuring VA deliverables and operational workflows consistently meet or exceed client standards and business objectives.

• Churn Prevention & Health Analysis: Analyze feedback, identify operational gaps, and execute proactive retention strategies to mitigate account turnover and increase client lifetime value.

2. Operational Leadership & VA Management

• Onsite Operations Supervision: Direct daily onsite operations to ensure seamless execution, high output quality, and strict adherence to schedule and attendance benchmarks.

• Performance Management & Coaching: Establish clear KPIs, conduct formal performance evaluations, and drive continuous improvement through structured coaching and Performance Improvement Plans (PIPs).

• Process Design & Optimization: Build and refine Standard Operating Procedures (SOPs), leveraging workflow platforms to maximize operational efficiency and service quality.

3. Technical & Operational Infrastructure

• Resource Readiness: Ensure all operational teams have the necessary software, client access, and tech infrastructure required for efficient delivery.

• Technical Risk Mitigation: Oversee tech support coordination to swiftly resolve live operational blockers and maintain zero-downtime service delivery.

Qualifications

• Overall Experience: Minimum of 5+ years of total professional experience in Client Success, Account Management, or BPO or Operations.

• Leadership Experience: At least 3+ years in a direct management or supervisory capacity, leading onsite operational teams, setting performance KPIs, and managing PIPs.

• Account Retention Proven Track Record: Demonstrated expertise in client-facing management, managing executive escalations, and implementing strategies that directly improve account retention.

• Technical & PM Tools: Hands-on experience using Monday.com or enterprise project management tools to design workflows and track team productivity.

• Work Setup & Availability: Fully flexible and committed to working onsite office during graveyard shift hours.