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Saint Petersburg, Florida, United States
Remote only
The incumbent is accountable for the overall management, communication, performance, and development of the Account Leadership and Product Operations teams. The Customer Success Manager must serve as the in-house steward of client relationships, business performance, operational health, forecasting accuracy, strategic planning, and partner engagement across assigned programs.
This position is responsible for ensuring contractual commitments are met, client communications are timely and accurate, business reviews provide strategic value, operational risks are proactively managed, and client expectations are consistently exceeded.
The incumbent will lead a team of Account Leaders and Product Operations professionals and is responsible for ensuring the successful day-to-day management of client relationships, governance activities, forecasting processes, partner communications, and operational commitments while continuously identifying opportunities to improve team capabilities, automation, scalability, and overall client experience.
The Customer Success Manager is expected to operate independently, make sound business decisions, and provide leadership that enables the Senior Director to focus on strategic priorities rather than routine client or operational issues. This role is expected to develop future leaders, strengthen client partnerships, and drive innovative solutions that support long-term organizational growth.
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 to ensure consistency, quality, and alignment with organizational standards.
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 rather than historical reporting alone.
Maintain accountability for client satisfaction, relationship health, and contractual obligations.
Serve as the primary client escalation point prior to Senior Director involvement.
Ensure operational issues, business risks, and client concerns are addressed proactively and resolved effectively.
Oversee Voice of the Customer reporting, customer experience insights, operational trend analysis, and client recommendations.
Ensure Account Leaders provide timely and accurate client responses while maintaining strong client relationships and operational awareness.
Lead Product Operations activities including forecasting, redemption planning, inventory risk identification, partner management, and operational readiness activities.
Ensure forecasting methodologies provide accurate projections and support effective business planning.
Partner with vendors, fulfillment providers, clients, and internal departments to improve performance and resolve operational challenges.
Identify operational, client, inventory, fulfillment, and reputational risks before customer impact occurs and implement mitigation strategies.
Drive accountability for partner communications, fulfillment performance, and cross-functional collaboration.
Support strategic planning, business growth opportunities, operational enhancements, and client retention initiatives.
Develop future Customer Success, Client Services, and business leaders through mentorship, coaching, and growth opportunities.
Foster a culture of ownership, accountability, innovation, proactive communication, and customer advocacy.
Drive continuous improvement through automation, process optimization, technology enhancements, and creative problem solving.
Escalate only significant business, client, financial, or reputational risks requiring executive visibility while ensuring comprehensive documentation and recommended next steps are provided.
Successfully manage daily client and operational responsibilities while building a stronger, more scalable, and future-ready organization.
Education and/or Experience
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.
Leadership Skills
Demonstrated ability to lead teams, influence stakeholders, develop future leaders, and drive accountability across diverse business functions.
Analytical Skills
Ability to analyze operational performance, client trends, forecasting data, customer insights, and business results to develop actionable recommendations and strategic plans.
Business Acumen
Strong understanding of client relationship management, program performance, operational execution, vendor management, and strategic planning.
Core Competencies
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
