Manager, Customer Success, Account Leaders – Product Operations

🔥 10 minutes ago

🐊 Florida – Remote

🐊 Florida – Remote

⏰ Full Time

🟠 Senior

🏆 Customer Success

👻 Ghost score 11%

What it means: the chance that no one is really hiring for this job.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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Kobie

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1990

💼 Consulting

🏨 Hospitality

📦 Logistics

Consulting • Hospitality • Logistics

Kobie is a global, market-leading, end-to-end loyalty solutions provider for the world’s most successful brands. With strategy-led technology, Kobie is consistently named an industry leader by Forrester, with a mission of growing value through loyalty. The company specializes in transforming complex customer data into actionable insights and employs composable technology, human-guided AI, and strategic services to enable loyalty outcomes across various sectors including retail, travel and hospitality, financial services, entertainment, QSR, and telecom. Its Kobie Alchemy® Loyalty Cloud platform delivers and measures loyalty experiences that set brands apart.

📋 Description

• Lead, manage, develop, coach, and mentor Account Leaders and Product Operations team members • Conduct performance evaluations, coaching sessions, development planning, interviewing, hiring recommendations, and performance management activities • Establish performance expectations and ensure accountability for responsiveness, accuracy, communication quality, execution, and client satisfaction • Lead, protect, and grow client relationships through proactive stewardship and strategic partnership • Ensure client communications, reporting, presentations, and deliverables are timely, accurate, professional, and solution-oriented • Review and oversee client-facing communications for consistency, quality, and organizational alignment • Lead Executive Business Reviews, Quarterly Business Reviews, Monthly Business Reviews, governance meetings, and strategic planning sessions • Ensure business reviews deliver meaningful insights, operational trends, recommendations, and actionable business outcomes • Maintain accountability for client satisfaction, relationship health, and contractual obligations • Serve as the primary client escalation point prior to Senior Director involvement • Address operational issues, business risks, and client concerns proactively and effectively • Oversee Voice of the Customer reporting, customer experience insights, operational trend analysis, and client recommendations • Lead Product Operations activities including forecasting, redemption planning, inventory risk identification, partner management, and operational readiness • Partner with vendors, fulfillment providers, clients, and internal departments to improve performance and resolve operational challenges • Identify and mitigate operational, client, inventory, fulfillment, and reputational risks • Support strategic planning, business growth, operational enhancements, and client retention initiatives • Develop future Customer Success, Client Services, and business leaders through mentorship and coaching • Foster ownership, accountability, innovation, proactive communication, and customer advocacy • Drive continuous improvement through automation, process optimization, technology enhancements, and creative problem solving • Escalate significant business, client, financial, or reputational risks requiring executive visibility with documentation and recommended next steps • Manage daily client and operational responsibilities while building a stronger, more scalable, future-ready organization

🎯 Requirements

• Bachelor's Degree or equivalent business experience preferred • Five or more years of leadership experience in customer success, client services, account management, contact center operations, product operations, program management, or related disciplines preferred • Demonstrated ability to lead teams, influence stakeholders, develop future leaders, and drive accountability across diverse business functions • Ability to analyze operational performance, client trends, forecasting data, customer insights, and business results to develop actionable recommendations and strategic plans • Strong understanding of client relationship management, program performance, operational execution, vendor management, and strategic planning • Strong work ethic and willingness to go the extra mile • Customer-first and client-centric mindset • Exceptional communication and presentation skills • Strong de-escalation and conflict resolution abilities • High degree of autonomy and accountability • Strategic thinker with operational discipline • Proactive and solutions-oriented approach • Innovation and continuous improvement mindset • Strong leadership and coaching capabilities • Ability to influence and drive results through others • Candidates should be able and willing to travel as needed to fulfill the responsibilities of the role

🏖️ Benefits

• Flexible Time Off to recharge when needed • Nine Company-Wide Holidays • A diverse suite of benefits prioritizing your growth, development, and personal well-being • Flexible work environment and remote work • Periodic travel opportunities for team collaboration, customer engagements, training, and company events

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