Customer Success & Operations Manager Remote (Mexico)

Opsarmy; A distancia; MXN 717,000 - 1,076,000; Jornada completa

Descripción de la vacante

A customer success and operations firm in Veracruz, Mexico is seeking a Customer Success & Operations Manager to oversee post-sale relationships with high-value clients. The role entails relationship management, team oversight, and operational excellence. Ideal candidates should have proven experience in customer success or account management, strong problem-solving skills, and the ability to create and manage SOPs. This position focuses on maintaining client relationships and improving service delivery processes.

Formación

• Proven experience in customer success, account management, client service, or consulting.
• Ability to create standard operating procedures (SOPs) for key delivery processes.
• Experience with international teams or BPOs is highly preferred.

Responsabilidades

• Serve as the main point of contact for high-value customer accounts.
• Supervise the performance of offshore staff on client accounts.
• Monitor project progress, timelines, and outcomes for key initiatives.

Conocimientos

Relationship management

Operational problem-solving

Team coordination

Written communication

Client service

Descripción del empleo

Role Overview

As a Customer Success & Operations Manager, you will own the post-sale relationship with our highest-value customers.

You will act as a trusted advisor to clients while simultaneously overseeing the offshore teams delivering services to them.

This role requires an exceptional blend of relationship management, team coordination, and operational problem-solving skills.

What You'll Do

• Account Ownership
• Serve as the main point of contact for assigned, high-value customer accounts.
• Build and maintain strong, executive-level relationships with senior client stakeholders.
• Conduct regular check-ins, Quarterly Business Reviews (QBRs), and performance reviews to drive client retention and growth.
• Team & Talent Oversight
• Supervise the performance of BPO / offshore staff on client accounts.
• Ensure work quality, consistency, and team adherence to Standard Operating Procedures (SOPs).
• Lead issue resolution across people, process, or client expectation gaps, including complex escalations.
• Operational Excellence
• Create, document, and maintain standard operating procedures (SOPs) for key delivery processes.
• Identify inefficiencies or operational gaps and propose system / process improvements to enhance service quality and scalability.
• Coordinate with internal teams (e.g., Talent, Finance) to align service delivery with client goals.
• Project Management & Reporting
• Monitor project progress, timelines, and outcomes for key initiatives.
• Support the onboarding and transition of new client accounts to ensure a seamless start.
• Track key metrics and report on account health, workforce performance, and service SLAs.

What We're Looking For

• Prior, proven experience in customer success, account management, client service, or consulting.
• Strong problem-solving, written communication, and people management skills.
• Experience working with international teams, BPOs, or distributed operations is highly preferred.
• Demonstrated ability to create SOPs, manage multiple competing priorities, and effectively handle escalations.
• A proactive, thoughtful communicator who can influence both clients and internal delivery teams.

Preferred Backgrounds

• Ex-consultants (e.g., management consulting, operations).
• Former account / project managers in tech-enabled service businesses.
• Experience in verticals such as outsourcing, healthcare operations, recruiting, or enterprise SaaS is a significant plus.