Strategic Customer Success Manager

Position Overview:

We are seeking a detail-oriented and proactive Strategic Customer Operations Manager to oversee the operational execution and ongoing support for our most critical enterprise accounts. This role ensures seamless delivery of services, resolution of day-to-day issues, and continuous improvement of operational workflows that impact customer satisfaction and success. You will act as the operational point of contact for key clients, collaborating cross-functionally with Sales, Product, Support, and Engineering to deliver a consistent and high-quality customer experience. 

Key Responsibilities:

• Ensure high levels of customer satisfaction by managing response times, NPS, and CSAT scores. 

• Serve as the primary operational contact for designated enterprise customers, ensuring all service delivery components are executed effectively and meet agreed-upon service levels. 

• Monitor and manage daily customer issues, triaging and coordinating resolution with internal teams to minimize impact and communicate updates clearly and promptly. 

• Identify inefficiencies or pain points in customer-related processes and partner with internal stakeholders to recommend and implement improvements. 

• Track and manage execution of customer deliverables, ensuring milestones, SLAs, and KPIs are consistently met across operational functions. 

• Maintain and analyze key operational metrics related to account health, service delivery, support ticket trends, and usage patterns; provide actionable insights to internal teams and customers. 

• Work closely with Customer Success Managers, Technical Support, Implementation, and Product teams to ensure a unified and seamless experience for customers. 

• Lead or support regular operational review calls with customers, providing updates on performance metrics, issue resolution, and process enhancements. 

• Ensure all operational procedures and account-specific requirements are documented and followed in accordance with customer contracts and internal policies. 

• Build and maintain strong relationships with mid-market and enterprise-level customers, acting as their primary point of contact and trusted advisor. 

• Anticipate customer needs and proactively address potential issues, providing timely and effective solutions. 

• Focus on customer retention and identify opportunities for account expansion, driving additional revenue growth. 

• Work closely with sales, marketing, and product teams to align efforts and ensure a seamless customer experience. 

Key Qualifications:

• Bachelor’s degree in Business, Operations, or a related field. 

• 3–5 years of experience in customer operations, project management, or enterprise account delivery roles, ideally in HR tech, SaaS, or global services. 

• Proven success managing operational delivery for mid-market or enterprise clients in a B2B environment. 

• Strong organizational and project management skills, with experience managing SLAs, KPIs, and cross-functional deliverables. 

• Comfortable with process mapping, root cause analysis, and continuous improvement practices. 

• Excellent communication and relationship management abilities; capable of leading customer-facing conversations with confidence. 

• Proficiency in CRM and project management tools (e.g., Salesforce, Asana, Notion, JIRA). 

• Analytical mindset with the ability to extract insights from operational data. 

• Comfortable working in a fast-paced, high-growth environment with a bias for action. 

• Strong problem-solving skills and a proactive approach to customer support. 

Preferred Competencies:

• Excellent communication and interpersonal skills (written and verbal), with a keen attention to detail and discipline.

• Strong decision-making and organizational skills, with the ability to provide expert advice and practical solutions.

• Proven ability to collaborate effectively with cross-functional teams, leveraging communication skills, knowledge, and expertise to resolve issues.