AI Native, Client Success Operations Manager

The Client Success Operations Manager is the strategic engine behind our Client Success function. This role is responsible for building the systems, insights, and performance standards that enable our Client Success Managers to thrive.

This person is exceptionally analytical, highly intelligent, and deeply curious. They can quickly diagnose gaps in performance, identify opportunities for improvement, and elevate the capability of the entire team — without having direct reports.

The primary goal of this role is to strengthen retention, protect revenue, and drive scalable growth by optimizing how Client Success operates.

This role requires strong business acumen, structured thinking, operational rigor, and the confidence to influence senior stakeholders. The ideal candidate thrives in fast-paced environments and knows how to translate data into action.

Responsibilities include:

AI Forward

• 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

Client Success Strategy & Operations

• 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.

Performance Optimization & Upskilling

• 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).

Data, Insights & Retention Strategy

• 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.

Growth & Revenue Enablement

• 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:
Minimum Qualifications & Credentials

• 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.

Hard/Technical Skills

• 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

Soft Skills

• 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:
Why You’ll Love Working Here

At ConsumerAffairs, your voice matters. We foster a collaborative environment where you’re encouraged to take initiative, experiment boldly, and grow professionally. We're committed to work-life harmony, career development, and celebrating wins together.

• 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