Manager, Customer Success, Account Leaders & Product Operations

How you will make an impact

• 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 to ensure consistency, quality, and alignment with organizational standards. 

• 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 rather than historical reporting alone. 

• Maintain accountability for client satisfaction, relationship health, and contractual obligations. 

• Serve as the primary client escalation point prior to Senior Director involvement. 

• Ensure operational issues, business risks, and client concerns are addressed proactively and resolved effectively. 

• Oversee Voice of the Customer reporting, customer experience insights, operational trend analysis, and client recommendations. 

• Ensure Account Leaders provide timely and accurate client responses while maintaining strong client relationships and operational awareness. 

• Lead Product Operations activities including forecasting, redemption planning, inventory risk identification, partner management, and operational readiness activities. 

• Ensure forecasting methodologies provide accurate projections and support effective business planning. 

• Partner with vendors, fulfillment providers, clients, and internal departments to improve performance and resolve operational challenges. 

• Identify operational, client, inventory, fulfillment, and reputational risks before customer impact occurs and implement mitigation strategies. 

• Drive accountability for partner communications, fulfillment performance, and cross-functional collaboration. 

• Support strategic planning, business growth opportunities, operational enhancements, and client retention initiatives. 

• Develop future Customer Success, Client Services, and business leaders through mentorship, coaching, and growth opportunities. 

• Foster a culture of ownership, accountability, innovation, proactive communication, and customer advocacy. 

• Drive continuous improvement through automation, process optimization, technology enhancements, and creative problem solving. 

• Escalate only significant business, client, financial, or reputational risks requiring executive visibility while ensuring comprehensive documentation and recommended next steps are provided. 

• Successfully manage daily client and operational responsibilities while building a stronger, more scalable, and future-ready organization. 

What you need to be successful

 

Education and/or Experience 

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. 

Leadership Skills 

Demonstrated ability to lead teams, influence stakeholders, develop future leaders, and drive accountability across diverse business functions.