Senior Client Success Operations Manager

Responsibilities:

• Project Management: Lead and manage projects related to client success initiatives, such as implementing new tools, launching client programs, and improving internal processes. 
• Optimize Client Success Processes: Analyze existing client onboarding, support, and renewal processes to identify areas for improvement and implement streamlined workflows. 
• Develop and Maintain Systems & Tools: Manage and improve the technology stack used by the Client Success team, including telephony & bulk email platforms,project management tools, knowledge base and Gong.  Additionally, partner with the CRM (Salesforce) team to prioritize key issues, test updates, and support deployments.  Develop and maintain Standard Operating Procedures for CS Operations.  
• Data Analysis and Reporting: Track key performance indicators (KPIs) related to client success, such as churn rate, customer lifetime value, and client satisfaction. Build operational reports and dashboards in Salesforce.  Partner with the data and analytics team to develop trend analysis and identify insights to inform decision-making and drive improvements. 
• Onboarding and Training: Develop and deliver training programs for new and existing Client Success team members on processes, tools, and best practices. 
• Cross-functional Collaboration: Work closely with Sales, Marketing, and Product teams to ensure alignment on client needs, product development, and go-to-market strategies. 
• Knowledge Management: Create and maintain a comprehensive knowledge base of resources and best practices for the Client Success team.
• Client Communication: Develop and implement communication strategies to keep clients informed and engaged, including newsletters, webinars, and in-app messaging. 
• Team Leadership: Strong player/coach for growing CS Operations function.

Qualifications:

• Bachelor's degree in Business Administration, Operations Management, or a related field. 
• 3 - 5+ years of experience in client success operations, or a similar role, preferably in a SaaS or technology company. 
• Strong understanding of client success principles and best practices. 
• Experience with CRM software (e.g., Salesforce), project management tools, and other CS management tools (e.g. Gong, Gainsight, etc.)
• Ability to manage projects from start to completion with proper documentation and success measures  
• Excellent analytical and problem-solving skills. 
• Experience evaluating and implementing AI tools is a plus.
• Data-driven mindset with the ability to track and analyze key metrics. 
• Strong communication and interpersonal skills, with the ability to build relationships with internal and external stakeholders and present to senior leaders.
• Proven ability to manage and prioritize multiple projects simultaneously. 
• Experience in the real estate industry is a plus. 

Benefits:

• Competitive salary and benefits package. 
• Opportunity to work in a fast-growing, dynamic company. 
• Be part of a passionate and supportive team. 
• Make a real impact on the success of our clients.