Client Success Operations Manager, Rightway

• Obsessed with efficiency and impact — always looking for ways to do more with less
• Bachelors degree required, advanced degree preferred
• AI-forward and technically curious — you actively explore and adopt new tools and technologies to improve how work gets done
• A systems thinker who can reimagine processes, not just optimize them
• Highly organized and execution-focused, with the ability to manage multiple priorities independently
• Proactive and solutions-oriented, with strong ownership and follow-through
• Comfortable operating in ambiguity and building from scratch in a fast-paced environment
• Experienced in administering and optimizing tools (CRM, enablement platforms, etc.) and driving adoption
• Strong cross-functional collaborator who can align stakeholders and drive outcomes
• Strategic thinker who can zoom out to big-picture goals while executing on details
• Clear, effective communicator who simplifies complex processes into actionable guidance

Desirable

• The Client Success Operations Manager sits within the Commercial Operations team and partners closely with Client Success to drive operational excellence across the client lifecycle
• This role is responsible for building and optimizing scalable processes, improving visibility into client activity, and enabling the CS team to operate more efficiently and proactively. By standardizing workflows, centralizing data, and supporting strategic initiatives, this role helps ensure a consistent, high-quality client experience that drives retention, satisfaction, and growth
• Design & scale CS processes: Build and evolve core Client Success workflows (renewals, QBRs, escalations, growth motions), with a focus on efficiency, automation, and scalability
• Drive operational leverage: Continuously identify opportunities to reduce manual effort, streamline workflows, and increase output through better systems, tooling, and AI-enabled processes
• Lead strategic initiatives: Own high-impact projects that improve CS effectiveness and scalability — from process redesign to tool implementation to cross-functional operating models
• Partner with CS leadership: Support team operations, planning, and communication to ensure strong execution, alignment, and accountability across the org
• Own reporting & insights: Build dashboards and reporting that provide clear, actionable insights into client health, activity, renewals, and performance — enabling better, faster decisions
• Enable tools & systems: Administer and optimize CS tools (e.g., Service Cloud, Highspot, etc.), driving adoption, training, and continuous improvement
• Leverage AI & emerging tech: Actively identify and implement ways to use AI and automation to improve workflows, surface insights, and increase team productivity
• Drive cross-functional coordination: Partner across Sales, Proposals, Implementation, Marketing, and Data to create seamless handoffs and a unified client experience
• Uplevel team enablement: Identify gaps and build resources (training, documentation, playbooks) to ensure the team can operate efficiently and consistently