Client Success Lead — AI-Driven Ops & Strategy

Menlo Ventures; New York (NY); On-site; USD 65,000 - 90,000; Full time

Job summary

Manifest is seeking a Customer Success Associate to be the first line of support for clients navigating their immigration journey in NYC. You’ll deliver a white-glove experience by understanding client pain points, handling inquiries, and troubleshooting issues in collaboration with lawyers to ensure clients stay informed and supported from start to finish.

You’ll drive strategic initiatives to scale systems, product, and processes over time, blending problem-solving, empathy, and strong

Qualifications

• 3–6 years of experience in customer success, support, operations, or a similar role.
• Exceptional written and verbal communication skills.
• Strong organizational and project management skills with the ability to manage multiple priorities.

Responsibilities

• Respond to client questions via live chat, email, and phone with clear explanations.
• Guide clients through onboarding, portal usage, document uploads, and process expectations.
• Coordinate cases, monitor activity, flag missing items, and maintain tight communication loops.
• Maintain a warm, professional tone across all interactions and represent a high-quality client experience.
• Identify bottlenecks, collaborate with cross-functional teams, and help automate repetitive tasks to improve efficiency.

Skills

Customer Success

Onboarding

Account Management

SQL

Tools

CRMs

Job description

Manifest is seeking a Customer Success Associate to be the first line of support for clients navigating their immigration journey in NYC. You’ll deliver a white-glove experience by understanding client pain points, handling inquiries, and troubleshooting issues in collaboration with lawyers to ensure clients stay informed and supported from start to finish.

You’ll drive strategic initiatives to scale systems, product, and processes over time, blending problem-solving, empathy, and strong