Manager, Customer Success, Account Leaders – Product Operations
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Customer success manager leading client relationships and product operations for Kobie’s enterprise loyalty solutions. Driving forecasting, governance, risk management, team development, and customer experience.
Responsibilities:
- Lead, manage, develop, coach, and mentor Account Leaders and Product Operations team members
- Conduct performance evaluations, coaching sessions, development planning, interviewing, hiring recommendations, and performance management activities
- Establish performance expectations and ensure accountability for responsiveness, accuracy, communication quality, execution, and client satisfaction
- Lead, protect, and grow client relationships through proactive stewardship and strategic partnership
- Ensure client communications, reporting, presentations, and deliverables are timely, accurate, professional, and solution-oriented
- Review and oversee client-facing communications for consistency, quality, and organizational alignment
- Lead Executive Business Reviews, Quarterly Business Reviews, Monthly Business Reviews, governance meetings, and strategic planning sessions
- Ensure business reviews deliver meaningful insights, operational trends, recommendations, and actionable business outcomes
- Maintain accountability for client satisfaction, relationship health, and contractual obligations
- Serve as the primary client escalation point prior to Senior Director involvement
- Address operational issues, business risks, and client concerns proactively and effectively
- Oversee Voice of the Customer reporting, customer experience insights, operational trend analysis, and client recommendations
- Lead Product Operations activities including forecasting, redemption planning, inventory risk identification, partner management, and operational readiness
- Partner with vendors, fulfillment providers, clients, and internal departments to improve performance and resolve operational challenges
- Identify and mitigate operational, client, inventory, fulfillment, and reputational risks
- Support strategic planning, business growth, operational enhancements, and client retention initiatives
- Develop future Customer Success, Client Services, and business leaders through mentorship and coaching
- Foster ownership, accountability, innovation, proactive communication, and customer advocacy
- Drive continuous improvement through automation, process optimization, technology enhancements, and creative problem solving
- Escalate significant business, client, financial, or reputational risks requiring executive visibility with documentation and recommended next steps
- Manage daily client and operational responsibilities while building a stronger, more scalable, future-ready organization
Requirements:
- Bachelor's Degree or equivalent business experience preferred
- Five or more years of leadership experience in customer success, client services, account management, contact center operations, product operations, program management, or related disciplines preferred
- Demonstrated ability to lead teams, influence stakeholders, develop future leaders, and drive accountability across diverse business functions
- Ability to analyze operational performance, client trends, forecasting data, customer insights, and business results to develop actionable recommendations and strategic plans
- Strong understanding of client relationship management, program performance, operational execution, vendor management, and strategic planning
- Strong work ethic and willingness to go the extra mile
- Customer-first and client-centric mindset
- Exceptional communication and presentation skills
- Strong de-escalation and conflict resolution abilities
- High degree of autonomy and accountability
- Strategic thinker with operational discipline
- Proactive and solutions-oriented approach
- Innovation and continuous improvement mindset
- Strong leadership and coaching capabilities
- Ability to influence and drive results through others
- Candidates should be able and willing to travel as needed to fulfill the responsibilities of the role
Benefits:
- Flexible Time Off to recharge when needed
- Nine Company-Wide Holidays
- A diverse suite of benefits prioritizing your growth, development, and personal well-being
- Flexible work environment and remote work
- Periodic travel opportunities for team collaboration, customer engagements, training, and company events
Similar Jobs
Senior Customer Success Manager
Senior Customer Success Manager owning renewals, adoption, and expansion for ChartHop’s HR platform. Advising HR, Finance, and People leaders on strategic workflows and outcomes.
Customer Success Manager
Customer Success Manager managing retention, renewals, adoption, and expansion for US customers of Cylindo’s 3D product visualization platform. Partnering across teams to drive measurable customer outcomes.
Digital Customer Engagement, eCommerce Specialist
Agilent Technologies digital engagement specialist expanding China customer coverage and eCommerce growth. Using analytics, AI, CRM, and digital channels to activate and retain customers.
Client Success Manager
Client Success Manager growing adoption and renewals for wealth management firms using Practifi, a Salesforce-based client management platform. Managing client health, training, releases, and expansion across a book of RIAs.
Partner Success Manager
Partner Success Manager supporting insurance partners using Coterie’s fast quoting platform. Managing onboarding, escalations, retention, and operational relationships across assigned accounts.
Customer Success Manager
Customer Success Manager building Support and Success structures for ProviPanda, an HR-tech sales job platform. Owning customer experience, processes, KPIs, and enterprise customer issues.
Founding Customer Success Manager
Founding Customer Success Manager owning onboarding, relationships, renewals, and CS processes. Supporting organizations using Fig to engineer and monitor SecOps infrastructure.
Vice President of Customer Success
Vice President building Fotokite’s global customer-success function for autonomous tethered aerial systems. Owning playbooks, telemetry-driven health tracking, strategic accounts, retention, and expansion.
Customer Success Manager
Customer Success Manager building support, onboarding, and customer-success operations for ProviPanda’s HR-tech sales platform. Managing customer experience, processes, KPIs, refunds, and cross-team feedback.
Customer Success Manager
Customer Success Manager coordinating customer service events for 626’s medical imaging equipment service business. Managing dispatches, SLAs, work orders, parts, billing communication, and escalations.
Customer Success Coach
Customer Success Coach guiding automotive dealers through Volie’s SaaS platform adoption. Analyzing metrics, coaching clients, and identifying expansion opportunities.
Customer Success Specialist – SaaS
Customer Success Specialist driving trial conversion, onboarding, and retention for a US-based SaaS platform serving restoration businesses. Managing high-volume outreach and HubSpot CRM activity remotely from the Philippines.
VP of Services, Customer Success, Support
VP leading post-sales customer success, services, and technical support for Cohere’s enterprise AI platform. Driving adoption, customer experience, lifecycle strategy, and executive customer advocacy.
Junior Customer Success Analyst – Onboarding
Analista de Sucesso do Cliente Júnior conduzindo onboarding de empresas na Caju. Gerindo carteiras, indicadores e relacionamentos para soluções brasileiras de benefícios corporativos.
Customer Success Manager
Customer Success Manager owning adoption, renewals, and expansion for Teamwork.com’s professional-services automation platform. Managing agency customers through data-backed outcomes and commercial retention strategies.
Customer Success Consultant, Software Solutions
Customer Success Consultant helping research institutions adopt Elsevier analytics and AI software. Advising customers on data, bibliometrics, workflows, adoption, and measurable research outcomes.
Success Manager
Success Manager onboarding schools and driving adoption of Amira’s AI-powered reading platform. Training educators, analyzing usage, and improving student literacy outcomes across U.S. districts.
Client Success Specialist I – Retention
Client Success Specialist helping Grow Therapy, a mental healthcare marketplace, retain clients after missed or canceled appointments. Guiding rebooking, provider matching, and continued care.
Sales and Client Success Manager
Client Success Manager driving new business, renewals, and account growth for Sibylline’s intelligence platform. Supporting security and risk clients across the UK and Europe.
Director, Customer Success
Director leading Dot Compliance’s North America customer success team and strategic life sciences SaaS accounts. Owning renewals, expansion, executive relationships, and global CS strategy.