Client Success Operations Manager – AI Native

Role Overview

• Integrate AI across the CSM funnel from onboarding to expansion
• Use AI to proactively surface insights toward revenue protection and growth.
• Identify manual workflows and deploy AI-powered automation to increase productivity
• Design and implement scalable Client Success frameworks, playbooks, and processes.
• Develop and refine success plans that drive measurable partner outcomes.
• Build standardized approaches to business reviews, renewals, and expansion strategies.
• Identify operational bottlenecks and implement improvements to increase efficiency and effectiveness.
• Ensure alignment between Client Success initiatives and overall company revenue goals.
• Evaluate Client Success Manager performance using data, observation, and structured review.
• Identify skill gaps and implement enablement initiatives to elevate team capability.
• Develop training materials, best practices, and performance standards.
• Lead calibration sessions and share insights that improve strategic thinking across the team.
• Serve as a thought partner and coach to CSMs on complex accounts and strategic initiatives (without direct people management).
• Analyze client health metrics, engagement trends, churn risk indicators, and expansion opportunities.
• Develop dashboards and reporting that provide actionable insights for leadership and the CS team.
• Architect renewal forecasting models and risk mitigation strategies.
• Drive root-cause analysis on churn and implement systemic improvements.
• Execute and analyze NPS and customer satisfaction programs to inform strategic decisions.
• Build scalable renewal and expansion processes that protect and grow revenue.
• Develop playbooks for identifying upsell and cross-sell opportunities.
• Support strategic account planning with structured frameworks and data-backed recommendations.
• Improve forecasting accuracy and retention predictability.

Requirements

• 5+ years in Client Success, Revenue Operations, Strategy, or a related analytical role.
• Proven ability to improve performance without formal authority.
• Strong analytical skills with the ability to interpret complex datasets and translate insights into action.
• Exceptional communication skills — clear, structured, and persuasive.
• Experience building scalable processes in a high-growth environment.
• Comfortable challenging assumptions and influencing senior stakeholders.
• Naturally curious, intellectually rigorous, and solutions-oriented.
• Proficient in MS Office, G-Suite.
• Expertise in CRM platforms (e.g. Salesforce) and Customer Success platforms (e.g. ChurnZero, Gainsight) & methodologies.
• Skilled in putting together professional presentations with clear data stories.
• Aptitude for managing multiple accounts with a high level of attention to detail.
• Ability to interpret data to drive decisions.
• General knowledge of SEO and search engines
• Proven ability to manage and grow high-value client relationships.
• Strong strategic thinking, analytical, and leadership skills.
• Exceptional communication, negotiation, and influencing abilities.
• Leads by example and challenges others to level up.
• A customer-oriented attitude.
• Excellent communication and negotiation skills.
• Desire to learn and ability to be resourceful.
• Ability to work well with a team.
• Creative mindset that challenges the status quo.
• Proven ability to identify potential risks and act quickly to resolve.
• Obsessed with ensuring an exceptional customer experience
• for both internal and external customers.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short Term & Long Term Disability
• Training & Development