Client Success Operations Manager

$135,000 - $155,000/Yr

Luxury Presence - Austin, TX

Full-time - Mid Level

Austin, TX

Professional, Scientific, and Technical Services

About the position

The Client Success Operations Manager at Luxury Presence plays a crucial role in enhancing the efficiency and effectiveness of the Client Success team. This position focuses on optimizing processes, systems, and tools to ensure a seamless client experience and maximize satisfaction and retention. The manager will collaborate with various departments, including Sales, Marketing, and Product, to align client needs with operational strategies.

Responsibilities

• Optimize Client Success Processes by analyzing existing client onboarding, support, and renewal processes to identify areas for improvement and implement streamlined workflows.
• Develop and Maintain Systems & Tools by managing and improving the technology stack used by the Client Success team, including CRM (Salesforce), project management tools, communication platforms, and knowledge bases.
• Conduct Data Analysis and Reporting by tracking key performance indicators (KPIs) related to client success, such as churn rate, customer lifetime value, and client satisfaction, and working with the data and analytics team to build reports and insights.
• Oversee Onboarding and Training by developing and delivering training programs for new and existing Client Success team members on processes, tools, and best practices.
• Facilitate Cross-functional Collaboration by working closely with Sales, Marketing, and Product teams to ensure alignment on client needs, product development, and go-to-market strategies.
• Manage Project Management related to client success initiatives, such as implementing new tools, launching client programs, and improving internal processes.
• Create and maintain a comprehensive Knowledge Management system of resources and best practices for the Client Success team.
• Implement Client Communication strategies to keep clients informed and engaged, including newsletters, webinars, and in-app messaging.
• Provide Team Leadership by offering guidance, mentorship, and support to Client Success Operations team members, fostering a culture of collaboration and excellence.

Requirements

• Bachelor's degree in Business Administration, Operations Management, or a related field.
• 3+ years of experience in client success operations, sales operations, or a similar role, preferably in a SaaS or technology company.
• Strong understanding of client success principles and best practices.
• Experience with CRM software (e.g., Salesforce), project management tools (e.g., Asana), and other relevant technologies.
• Excellent analytical and problem-solving skills.
• Data-driven mindset with the ability to track and analyze key metrics.
• Strong communication and interpersonal skills, with the ability to build relationships with internal and external stakeholders.
• Proven ability to manage and prioritize multiple projects simultaneously.

Nice-to-haves

• Experience in the real estate industry is a plus.

Benefits

• Competitive salary and benefits package.
• Opportunity to work in a fast-growing, dynamic company.
• Be part of a passionate and supportive team.
• Make a real impact on the success of our clients.