Customer Success & Operations Manager

We’re looking for a Customer Success & Operations Manager who can own the client experience from onboarding through execution while coaching and managing a remote team to deliver consistently high-quality work.

This role blends customer success, operations oversight, and process management. You’ll act as the bridge between customers and the internal team — ensuring smooth onboarding, clear communication, and continuous process improvement.

If you’re organized, confident on client calls, and skilled at motivating teams while refining workflows, this role is for you.

🎁 Perks & Benefits

• 💵 Paid in USD (bi-monthly payouts: 15th & 30th)
• 🌴 Up to 14 days of Paid Time Off annually (starting Day 1)
• 📅 Observance of Holidays (based on your location)
• 🏡 100% remote – work from anywhere
• 💬 Collaborate with an international team focused on growth, automation, and client success
• 🚀 Directly shape internal systems and client satisfaction outcomes

🧩 What You’ll Be Doing

👥 Client Success & Onboarding

• Lead onboarding for new customers, ensuring a seamless experience from setup to launch
• Communicate confidently with clients via email, chat, and video calls
• Collect credentials, clarify deliverables, and ensure timelines are met
• Proactively check in with clients to ensure satisfaction and surface actionable feedback
• Identify common client pain points and work with internal teams to resolve them

🧭 Team Management & Training

• Oversee and mentor a small remote team, providing ongoing feedback and guidance
• Conduct QA reviews to ensure tasks meet client expectations and internal standards
• Coach team members on communication, organization, and process adherence
• Support training and onboarding of new hires (“friends”) within the operations team

⚙️ Process Management & Optimization

• Audit workflows regularly to identify inefficiencies and propose improvements
• Develop internal SOPs and documentation to ensure consistent execution
• Act as the communication bridge between clients and internal departments
• Track operational metrics (QA completion, response time, client satisfaction) and share insights with leadership

🔒 Quality & Security Oversight

• Ensure all customer credentials and deliverables are handled securely
• Maintain accurate, up-to-date client and process documentation

✅ Who You Are

• 3–5+ years of experience in Customer Success, Operations, or Project Management
• Excellent spoken and written English communication skills
• Strong organizational skills with a proactive approach to problem-solving
• Experience managing remote teams or delegating work effectively
• Comfortable handling client-facing responsibilities while managing internal processes
• High attention to detail and ability to juggle multiple priorities
• Empathetic but firm communicator who can balance people and process
• Resourceful, tech-comfortable, and excited about optimizing systems

Bonus Points

• Experience in digital marketing, SEO, or SaaS environments
• Familiarity with tools like Notion, ClickUp, HubSpot, or Google Workspace
• Background in QA, training, or process improvement

📩 How to Apply

Please submit:

1. ✅ Your updated resume highlighting experience in customer success or operations management
2. ✅ A 1–2 minute Loom video introducing yourself and sharing an example of how you’ve improved a process or customer experience in a past role

Only candidates who submit a Loom video will be moved to the next step of the hiring process.

🧠 If you’re a proactive communicator who loves helping customers succeed while building stronger teams and smarter processes, we’d love to hear from you.

📋 Application Process Overview

Our comprehensive selection process ensures we find the right fit for both you and our clients:

1. Initial Application - Submit your application and complete our prequalifying questions
2. Video Introduction - Record an video introduction to showcase your communication skills and work experience
3. Role-Specific Assessment - Complete a homework assignment tailored to the position (if applicable)
4. Recruitment Interview - Initial screening with our talent team
5. Executive Interview - Meet with senior leadership to discuss role alignment
6. Client Interview - Final interview with the client team you'd be supporting
7. Job Offer - Successful candidates receive a formal offer to join the team

Each stage is designed to evaluate your fit for the role while giving you insights into our company culture and expectations. We'll keep you informed throughout the process and provide feedback at each step.