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.
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.
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.
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
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
| Location | San Juan |
| Website | operationsarmy.com/application |