Client Success Operations Manager

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $90k - $120k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Business Information Group

WebsiteLinkedInAll Job Openings

201 - 500 employees

📱 Media

🤝 B2B

📣 Marketing

Media • B2B • Marketing

Business Information Group is Canada's largest publisher of specialized business magazines, directories and databases. BIG publishes over 90 magazines and directories, operates 25 websites and 22 email newsletters, and maintains a database of more than 750,000 business contacts across 18 targeted business markets. The company provides B2B-focused media and marketing services including print and online advertising opportunities, list rentals, contract publishing, e-marketing services, and online member sites, delivering targeted multi-channel reach to the Canadian at-work audience.

📋 Description

• Lead post-sales client success strategy and manage the client success team and operations • Optimize internal processes, data analytics, and technology stacks • Drive client retention, revenue growth through long-term service engagements, and efficient scaling • Develop and execute client engagement strategies across the client lifecycle • Establish and maintain client success playbooks, processes, and operating rhythms • Lead monthly, quarterly, and annual client business reviews • Assess client priorities, review outcomes, identify risks, and uncover expanded engagement opportunities • Partner with sales, delivery, operations, and technical teams to align resources with client goals • Monitor client health, retention trends, NPS, ARR, renewal activity, and other KPIs • Translate client feedback, data insights, and service trends into actionable recommendations • Manage high-priority client relationships and escalations • Coordinate internal action plans and drive timely resolution of concerns or roadblocks • Support client expansion and renewal efforts • Identify opportunities to deepen partnerships and increase service adoption • Set goals, provide feedback, and conduct performance evaluations for direct reports • Coach, mentor, and support employee development • Foster an inclusive, high-performing team culture • Address performance and conduct issues • Ensure compliance with company policies in partnership with HR • Assist with interviewing, selection, workforce planning, onboarding, and training

🎯 Requirements

• 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 • Experience preferably within technology, construction technology, or professional services • Experience leading, coaching, and developing team members • Experience building scalable processes and supporting a high-performing team environment • Ability to influence and collaborate across departments • Ability to analyze client data, identify trends, assess risk, and translate insights into 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 • Ability to facilitate executive-level conversations, navigate sensitive client issues, and present information clearly and professionally • Comfort using CRM, client success, business intelligence, project management, and related technology platforms • Ability to work from an approved state in the United States • Ability to sit for extended periods and use a computer and keyboard for long durations • Frequent typing and mouse use, with fine motor skills for accurate data entry and navigation • Ability to maintain good posture and adjust seating and workstation to minimize physical strain • Subject to pre-employment background check and drug screen

🏖️ Benefits

• Remote role • Minimal travel • Standard Monday–Friday, 8:00am–5:00pm local time zone schedule • Salaried exempt status • Reasonable accommodations for qualified individuals with disabilities • Pre-employment background check and drug screen