Client Success Operations Manager, ConsumerAffairs
AI Native
Online marketplace and advocacy organization
Job no longer available
Online marketplace and advocacy organization
201-500 employees
Job no longer available
201-500 employees
Company mission
To enable people to make data driven life decisions when they need it the most.
Role
Who you are
- This person is exceptionally analytical, highly intelligent, and deeply curious
- This role requires strong business acumen, structured thinking, operational rigor, and the confidence to influence senior stakeholders
- The ideal candidate thrives in fast-paced environments and knows how to translate data into action
- 5+ years in Client Success, Revenue Operations, Strategy, or a related analytical role
- Proven ability to improve performance without formal authority
- Strong analytical skills with the ability to interpret complex datasets and translate insights into action
- Exceptional communication skills — clear, structured, and persuasive
- Experience building scalable processes in a high-growth environment
- Comfortable challenging assumptions and influencing senior stakeholders
- Naturally curious, intellectually rigorous, and solutions-oriented
- Proficient in MS Office, G-Suite
- Expertise in CRM platforms (e.g. Salesforce) and Customer Success platforms (e.g. ChurnZero, Gainsight) & methodologies
- Skilled in putting together professional presentations with clear data stories
- Aptitude for managing multiple accounts with a high level of attention to detail
- Ability to interpret data to drive decisions
- General knowledge of SEO and search engines
- Proven ability to manage and grow high-value client relationships
- Strong strategic thinking, analytical, and leadership skills
- Exceptional communication, negotiation, and influencing abilities
- Leads by example and challenges others to level up
- A customer-oriented attitude
- Excellent communication and negotiation skills
- Desire to learn and ability to be resourceful
- Ability to work well with a team
- Creative mindset that challenges the status quo
- Proven ability to identify potential risks and act quickly to resolve
- Obsessed with ensuring an exceptional customer experience- for both internal and external customers
What the job involves
- The Client Success Operations Manager is the strategic engine behind our Client Success function
- This role is responsible for building the systems, insights, and performance standards that enable our Client Success Managers to thrive
- They can quickly diagnose gaps in performance, identify opportunities for improvement, and elevate the capability of the entire team — without having direct reports
- The primary goal of this role is to strengthen retention, protect revenue, and drive scalable growth by optimizing how Client Success operates
- AI Forward
- Integrate AI across the CSM funnel from onboarding to expansion
- Use AI to proactively surface insights toward revenue protection and growth
- Identify manual workflows and deploy AI-powered automation to increase productivity
- Client Success Strategy & Operations
- Design and implement scalable Client Success frameworks, playbooks, and processes
- Develop and refine success plans that drive measurable partner outcomes
- Build standardized approaches to business reviews, renewals, and expansion strategies
- Identify operational bottlenecks and implement improvements to increase efficiency and effectiveness
- Ensure alignment between Client Success initiatives and overall company revenue goals
- Performance Optimization & Upskilling
- Evaluate Client Success Manager performance using data, observation, and structured review
- Identify skill gaps and implement enablement initiatives to elevate team capability
- Develop training materials, best practices, and performance standards
- Lead calibration sessions and share insights that improve strategic thinking across the team
- Serve as a thought partner and coach to CSMs on complex accounts and strategic initiatives (without direct people management)
- Data, Insights & Retention Strategy
- Analyze client health metrics, engagement trends, churn risk indicators, and expansion opportunities
- Develop dashboards and reporting that provide actionable insights for leadership and the CS team
- Architect renewal forecasting models and risk mitigation strategies
- Drive root-cause analysis on churn and implement systemic improvements
- Execute and analyze NPS and customer satisfaction programs to inform strategic decisions
- Growth & Revenue Enablement
- Build scalable renewal and expansion processes that protect and grow revenue
- Develop playbooks for identifying upsell and cross-sell opportunities
- Support strategic account planning with structured frameworks and data-backed recommendations
- Improve forecasting accuracy and retention predictability
Our take
ConsumerAffairs is an online marketplace and advocacy organization that helps consumers make smart buying decisions for all of life’s biggest purchases. The rapidly growing platform serves consumers while working with brands in order to provide a comprehensive collection of market research and news to empower confident purchase decisions.
The company’s coverage is truly all-encompassing, as consumers are able to find information and reports on just about any topic they can think of. ConsumerAffairs also has a range of free newsletters available for its users to stay informed on topics from daily news, monthly senior consumer (aged 60+) based resources, and recall alerts – all delivered to their email inboxes.
It is a guarantee that all consumers will have numerous purchase decisions to make throughout their lives, and having one platform that they can access to find information and advice for all those decisions is a truly beneficial (and convenient) advantage.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
0% employee growth in 12 months
Company
Company benefits
- Comprehensive premium health, dental, and vision coverage
- Retirement plans with a company-matched 401k
- Open PTO to take time off whenever you need it
- Work anywhere or side-by-side with your team members at our Tulsa office
- Learning and development to support your professional growth
Company HQ
East Village District, Tulsa, OK
Leadership
Zac Carman
(CEO)Zac has served as the CEO of ConsumerAffairs since 2010. Prior to this, they spent nearly 5 years at Mainsail Partners as a Senior Associate and Entrepreneur in Residence. They were also a Program Manager at Hitachi GST and an Engineer at IBM.
Chang Paik
(CFO)Chang joined the ConsumerAffairs team in 2021 as CFO. Prior to this, they spent 4 years at MakeSpace as CFO and COO. They also spent 3 years at BeenVerified as CFO and 6 years at Goldman Sachs as an Associate and VP.
Adam Joffe
(CTO)Adam has been CTO at ConsumerAffairs since 2017. Prior to this, they were the COO/CTO at Dividend Solar and T-Ink Software. They also served as the CTO at Blurb and worked at PayPal as a VP of Data Management & Credit Technology.
Share this job
View 2 more jobs at ConsumerAffairs