Customer Success Operations Manager (Lead) (Remote – US / LATAM)

ABOUT OUR CLIENT Our client is building the future of AI-powered business communication, helping companies replace manual workflows with intelligent AI agents across voice, chat, and messaging. They work closely with enterprise staffing and workforce organizations, embedding AI directly into ATS and CRM systems to drive real operational impact. As the product scales, onboarding quality, workflow design, and account execution become critical — and this role is key to making Customer Success structured, scalable, and high-performing. 🌍 Remote (US or LATAM) ⏰ Must overlap with U.S. Eastern Time ROLE OVERVIEW We’re looking for a Customer Success Operations Manager (Lead) to bring structure, accountability, and operational excellence to the CS function. This is a player-coach role: - You will set and enforce standards across the team - While also owning a portfolio of strategic accounts You’ll help build the operating system behind Customer Success — ensuring consistent execution, scalable solution design, and strong retention. WHAT YOU’LL DO ⚙️ BUILD STRUCTURE & ENFORCE STANDARDS - Own onboarding processes, documentation quality, and success planning - Ensure consistency in how accounts are managed across the team 👀 OVERSEE CS TEAM EXECUTION - Review calls and provide actionable feedback - Hold CSMs accountable for preparation, follow-through, and solution quality 🤝 OWN STRATEGIC ACCOUNTS - Manage a small portfolio of high-impact customers - Drive retention, define success metrics, and identify expansion opportunities 📊 CREATE OPERATIONAL VISIBILITY - Track onboarding timelines, account health, and risk signals - Surface insights on expansion and performance 🔗 DRIVE CROSS-FUNCTIONAL ALIGNMENT - Partner with Product & Engineering - Identify patterns and ensure scalable, durable solutions WHAT WE’RE LOOKING FOR - 4+ years in B2B SaaS Customer Success, TAM, or similar roles - Experience owning retention and/or expansion metrics - Strong operational mindset and ability to enforce standards - Experience building workflows and scalable processes - Exposure to integrations, APIs, or technically complex products - Strong English communication skills - Ability to balance flexibility with structured execution NICE TO HAVE - Experience in staffing, workforce, or ATS platforms - Background in scaling Customer Success in high-growth environments WHAT YOU’LL GET - Competitive compensation based on experience and location - High ownership and direct impact on CS strategy - Opportunity to build and scale the CS function from within - Close collaboration with Product and Engineering - Real influence on how systems, processes, and execution evolve 🚀