Client Success Operations Manager

About the role

The Client Success Operations Manager leads the post-sales strategy, manages the client success team and operations by optimizing internal processes, data analytics and tech stacks to drive client retention strategies, revenue growth through long-term valued service engagements, and scale efficiently.

Responsibilities

• Develop and execute client engagement strategies that strengthen relationships, support long-term retention, and create consistent value across the client lifecycle.
• Establish and maintain client success playbooks, processes, and operating rhythms that promote proactive service delivery, timely follow-up, and a consistent client experience.
• Lead recurring client business reviews, including monthly, quarterly, and annual touchpoints, to assess client priorities, review outcomes, identify risks, and uncover opportunities for expanded engagement.
• Partner cross-functionally with sales, delivery, operations, and technical teams to align internal resources with client goals and ensure a coordinated approach to client support and issue resolution.
• Monitor client health, retention trends, satisfaction feedback (NPS), recurring revenue (ARR), renewal activity, and other key performance indicators to identify risks, trends, and opportunities for improvement.
• Translate client feedback, data insights, and service trends into actionable recommendations that improve internal processes, service quality, and overall client outcomes.
• Manage high-priority client relationships and escalations by facilitating clear communication, coordinating internal action plans, and driving timely resolution of concerns or roadblocks.
• Support client expansion and renewal efforts by identifying opportunities to deepen partnerships, increase adoption of services, and connect client needs with appropriate BIG solutions.
• Set clear goals, provide regular feedback, and conduct performance evaluations for direct reports.
• Support employee development through coaching, mentoring, and growth opportunities.
• Foster an inclusive, high-performing team culture aligned with company values.
• Address performance and conduct issues promptly and professionally.
• Ensure compliance with company policies in partnership with HR and support cross-functional collaboration.
• Assist with interviewing and selection and workforce planning, and onboard and train new team members.

Requirements

Standard office hours for this role are Monday – Friday, 8:00am – 5:00pm local time zone. This is a full-time, exempt role. This is a remote role with eligibility to work from approved states in the United States. Travel for this role is minimal. Ability to sit for extended periods and use a computer and keyboard for long durations. Frequent typing and use of a mouse, with fine motor skills required for accurate data entry and navigation. Must be able to maintain good posture and adjust seating and workstation to minimize physical strain.

• Bachelor’s degree in business, technology, operations, client success, or a related field preferred; equivalent combination of education and relevant experience may be considered.
• Five or more years of experience in client success, account management, business operations, or a related client-facing role, preferably within technology, construction technology, or professional services.
• Demonstrated experience leading, coaching, and developing team members while building scalable processes and supporting a high-performing team environment.
• Strong ability to influence and collaborate across departments to align client needs, operational priorities, and business outcomes.
• Proven ability to analyze client data, identify trends, assess risk, and translate insights into clear recommendations, dashboards, or executive-level updates.
• Working knowledge of client retention strategies, renewals, forecasting, recurring revenue models, and expansion opportunities.
• Excellent written and verbal communication skills, including the ability to facilitate executive-level conversations, navigate sensitive client issues, and present information clearly and professionally.
• Comfortable using CRM, client success, business intelligence, project management, and related technology platforms to manage client activity, reporting, and operational workflows.