Customer Success & Support Operations Manager

🔥 0 minutes ago

🗽 New York – Remote

🗽 New York – Remote

💵 $70 - $110 / hour

⏱ Part Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 0%

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24-MAG

WebsiteLinkedInAll Job Openings

2 - 10 employees

🤝 B2B

💼 Consulting

B2B • Consulting

24-MAG is a commercial strategy and execution firm that helps B2B organizations design and implement systems, workflows, and operating rhythms for sales, client management, and cross-functional projects. They focus on transforming scattered processes into aligned, measurable, and scalable commercial functions—covering pipeline structure, account management frameworks, and operational discipline for teams seeking efficient, intentional growth.

📋 Description

• Evaluate customer success plans, account strategies, and customer-facing workflows • Assess customer needs, adoption, retention, long-term value, account health, and customer engagement approaches • Review support workflows, service processes, ticket handling, escalations, prioritization, resolution approaches, and support performance recommendations • Evaluate customer satisfaction, loyalty, retention, customer journeys, service experiences, churn reduction, and customer pain-point initiatives • Review complex customer issues and escalations, including prioritization, communication, ownership, resolution planning, and escalation paths • Evaluate customer-success and support-performance spreadsheets and analyses, including retention, churn, customer satisfaction, response times, resolution rates, and account health metrics • Review recommendations involving support efficiency, customer onboarding, adoption, service delivery, workflow design, ownership, handoffs, service standards, scalability, and cost • Review customer success reports, operational documents, spreadsheets, slide decks, executive presentations, charts, tables, and visuals for accuracy, completeness, clarity, and decision usefulness • Assess assigned outputs against domain-specific quality criteria and provide clear, structured written feedback on strengths and weaknesses • Apply evaluation standards consistently across customer success and support work products

🎯 Requirements

• 5+ years of relevant professional experience in customer success, customer support, client success, customer experience, support operations, or a closely related field • Experience as a Customer Success Manager, Customer Support Manager, Client Success Manager, Customer Experience Manager, Support Operations Manager, or similar professional • Strong practical understanding of customer lifecycle management, retention, support delivery, and escalation processes • Experience developing or reviewing customer-success strategies, support workflows, service metrics, or operational reports • Ability to evaluate customer-facing recommendations for practicality, scalability, and business impact • Highly proficient with Microsoft Office and Google Workspace • Advanced proficiency with PowerPoint / Google Slides • Strong spreadsheet and analytical skills • Native or professional fluency in English • Excellent written communication and ability to provide precise, structured feedback • Strong attention to customer, operational, analytical, and presentation detail • H1-B and STEM OPT support is unavailable for this engagement

🏖️ Benefits

• Fully remote • Flexible scheduling based on project requirements • Part-time independent contractor engagement • Projects may be extended, shortened, or concluded based on project needs and performance