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
Candidates must meet at least one of the following:
Experience working with technical SaaS products (APIs, integrations, workflows), OR
A STEM degree (Engineering, Computer Science, Mathematics, or similar) with strong technical aptitude
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 🚀
