Manage and develop junior personnel, including performance reviews and individual development planning
Own team-wide staffing plans, workload distribution, and coverage models to ensure operational continuity
Lead operational initiatives that improve team efficiency, service quality, and scalability
Analyze performance trends and translate insights into clear, actionable plans
Partner cross-functionally with Operations, Sales, Marketing, and Product to resolve systemic issues and elevate the client experience
Contribute to hiring decisions, promotions, and corrective actions in partnership with leadership and the People Team
Provide regular reporting and operational updates to senior leadership
Represent WithMe in client meetings, internal forums, and cross-functional planning as a strong advocate for Client Success

Seven (7) or more years of experience in client experience, customer success, or operational leadership, including at least three (3) years in a people management role with proven success driving team performance
Proven ability to lead operational initiatives with measurable outcomes
Strong analytical skills and experience translating data and performance trends into strategic action
Experience partnering with senior stakeholders and influencing cross-functional outcomes
Demonstrated success managing and developing team members through performance reviews, coaching, and development planning
Strong written and verbal communication skills, with the ability to present updates and insights to senior leadership
Sound judgment, emotional intelligence, and strong follow-through in a fast-paced, remote environment
Ability to manage team-wide staffing, workload distribution, and coverage planning
Passion for client experience, operational excellence, and building high-performing teams
Startup or technology-driven company experience is a strong plus
SaaS or multi-family industry experience is a strong plus

Comprehensive health, dental and vision coverage
Retirement plan with company match
Life and disability plans
FSA and HSA accounts
Annual training and education allowance
Flexible vacation for full-time salaried exempt employees and competitive paid time off for hourly nonexempt employees
Fun and inspiring in-person team event opportunities
Employee equity

Manager, Client Success

Key skills