Senior Customer Success Manager

Remote | Full-Time | Eastern Time (ET) Hours

Apply here: https://operationsarmy.com/application

Overview
The Senior Customer Success Manager is responsible for building and maintaining strong customer relationships, ensuring successful delivery of projects and services, and driving customer satisfaction and business growth. This role serves as the primary point of contact for key accounts, aligning client objectives with company solutions and coordinating cross-functional teams to deliver results.

Key Responsibilities

• Develop and maintain trusted relationships with clients and key stakeholders.
• Lead client engagements from onboarding through ongoing account management.
• Understand client business goals and recommend strategic solutions that drive measurable outcomes.
• Manage project scope, timelines, risks, and deliverables to ensure successful execution.
• Coordinate with cross-functional teams, including Sales, Operations, Product, and Customer Success.
• Monitor client satisfaction, proactively address concerns, and manage escalations when needed.
• Identify opportunities for account growth, renewals, and expansion.
• Prepare and deliver business reviews, engagement reports, and performance updates.
• Ensure compliance with contractual obligations, company policies, and service standards.
• Mentor team members and contribute to process improvements and best practices.

Qualifications

• Bachelor's degree in Business, Management, Marketing, Communications, or a related field.
• 5+ years of experience in client engagement, account management, consulting, customer success, or project management.
• Proven success managing complex client relationships and multiple concurrent projects.
• Strong communication, presentation, negotiation, and stakeholder management skills.
• Excellent organizational, problem-solving, and leadership abilities.
• Experience with CRM, project management, and collaboration tools is preferred.

Key Competencies

• Client Relationship Management
• Strategic Thinking
• Project & Program Management
• Stakeholder Engagement
• Business Development
• Risk Management
• Team Leadership
• Communication & Influence

Apply here: https://operationsarmy.com/application