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Customer Success

hace 2 semanas

Guadalajara, México OperationsArmy A tiempo completo

**About Us**:
We are a growing startup helping fast-growing businesses scale through high-quality offshore talent. We manage large customer accounts and are looking for a strategic, hands-on customer success leader to manage these relationships and ensure operational excellence.

**Role Overview**:
As a Customer Success & Operations Manager, you will own the post-sale relationship with our highest-value customers. You will act as a trusted advisor to clients and oversee the offshore teams delivering services to them. This role requires excellent relationship management, team coordination, and operational problem-solving skills.

**What Youll Do**:

- ** Account Ownership**
- Serve as the main point of contact for assigned customer accounts.
- Build and maintain strong relationships with senior client stakeholders.
- Conduct regular check-ins, QBRs, and performance reviews.
- ** Team & Talent Oversight**
- Supervise BPO staff performance on client accounts.
- Ensure work quality, consistency, and team adherence to SOPs.
- Escalate issues and lead resolution across people, process, or client expectations.
- ** Operational Excellence**
- Create and maintain standard operating procedures (SOPs).
- Identify inefficiencies or gaps and propose system/process improvements.
- Coordinate with internal teams to align delivery and client goals.
- ** Project Management**
- Monitor project progress, timelines, and outcomes.
- Support onboarding and transition of new client accounts.
- Track metrics and report on account health and workforce performance.

**What Were Looking For**:

- Prior experience in **customer success**, **client management**, or **consulting**
- Strong **problem-solving**, **written communication**, and **people management** skills
- Experience working with **international teams**, BPOs, or distributed operations
- Ability to create **SOPs**, manage multiple priorities, and handle escalations
- A proactive, thoughtful communicator who can influence both clients and internal teams

**Preferred Backgrounds**:

- Ex-consultants (e.g., management consulting, operations)
- Former account/project managers in tech-enabled service businesses
- Experience in verticals such as outsourcing, healthcare ops, recruiting, or enterprise SaaS is a plus