Client & Success Manager (CSM Operations Manager)

hace 1 día

Medellín, Antioquia, Colombia Propel A tiempo completo

Client & Success Manager (CSM Operations Manager)

Location: Remote

Salary: 2,000 USD monthly

Job Type: Full time

English: B2+ or C1

About the Role:

We're looking for a Client & Success Manager (CSM Operations Manager) who can lead, support, and elevate the performance of our Client Success team. In this role, you'll act as the central point of coordination, driving communication, operational efficiency, and exceptional client satisfaction.

You'll oversee the full client success workflow, maintain team alignment, strengthen retention practices, and ensure our CSMs are equipped to deliver top-tier service. This role blends leadership, strategy, and hands-on execution to continuously improve processes, systems, and client experiences.

Key Responsibilities:

Team & Operations Management

● Oversee day-to-day operations of the Client Success team.

● Facilitate weekly team meetings, sharing priorities, updates, and guidance.

● Maintain up-to-date SOPs, resources, and Salesforce data.

● Support hiring, onboarding, and development of new CSMs.

● Distribute client accounts based on team capacity and skill sets.

● Ensure tasks, deadlines, and client deliverables are consistently met.

Training & Development

● Mentor CSMs to improve communication, reporting, and client management skill sets.

● Manage training materials and support ongoing learning for the team.

● Track key performance metrics to identify opportunities for improvement.

Client Experience & Retention

● Attend Kick-Off Meetings to stay aligned with client expectations.

● Provide strategic guidance on how teams can improve client outcomes.

● Lead client satisfaction surveys and evaluate insights to improve service.

● Monitor attrition trends and help strengthen long-term retention strategies.

● Oversee client referrals and coordinate delivery of client appreciation gifts.

Requirements:

  • Proven experience in Customer Success, Project Management, or Operations Leadership.
  • Strong proficiency with CRM platforms, preferably Salesforce.
  • Experience managing systems such as onboarding dashboards, training platforms, or client portals.
  • Familiarity with marketing or advertising environments.
  • Understanding of the automotive industry and client relationship models.
  • Strong leadership skills with the ability to mentor and develop high-performing teams.
  • Excellent communication, interpersonal, and cross-department collaboration abilities.
  • Strong analytical and strategic thinking skills.
  • Experience creating or managing SOPs, onboarding frameworks, and scalable processes.
  • Process-oriented mindset with the ability to lead continuous improvement initiatives.

Nice to have:

  • Experience developing or managing client portals, dashboards, or performance reporting systems.
  • Prior leadership in fast-growing or high-volume client service environments.
  • Advanced knowledge of workflow optimization and process documentation.

Benefits:

  • Remote-First Culture: Work from anywhere.
  • Flexible Schedule: Supports healthy work-life balance.
  • Unlimited Paid Time Off: With reasonable notice and manager approval.
  • Paid Sick Days to support well-being.
  • Parental Leave for major life events.
  • Growth Opportunities: Advancement as the company scales.
  • Professional Development: Training in marketing, digital tools, and leadership.
  • Quarterly Performance Bonuses based on contribution.
  • Paid Referral Program for bringing in top talent.
  • Health & Fitness Reimbursement (after tenure).

Job Type: Full-time

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