Customer Success Operations Lead - Phoenix

Townsquare Interactive; Phoenix (AZ); On-site; USD 90,000 - 140,000; Full time

Benefits offered by this job

Health, Dental, and Vision Insurance

401(k) with company match

Employee Stock Purchase Plan

Company-provided laptop

9 paid holidays

Pet Insurance

Bonus plan

Unlimited growth potential

Comprehensive training and growth

Job summary

Townsquare Interactive, based in Downtown Phoenix, seeks an Operations Manager – Customer Success to lead a high-performing team responsible for onboarding, calls handling, and account management. You will drive efficiency, implement best practices, and monitor KPIs to raise customer satisfaction and team performance.

The role emphasizes coaching, process optimization, and cross-functional collaboration with sales, production, and leadership to support growth and exceptional service delivery.

Qualifications

• BA/BS degree in a related field preferred.
• Minimum of 5 years in a leadership role within SAAS or digital marketing.
• Strong leadership, presentation, and interpersonal skills.
• Analytical mindset with data-driven decision-making.
• Experience with call volume tracking and headcount allocation.

Responsibilities

• Lead, train, and mentor onboarding and customer success specialists.
• Coach staff through regular sessions and skill-building activities.
• Oversee onboarding processes and align campaigns with client goals.
• Monitor KPIs for inbound/outbound calls, account management, and product adoption.
• Collaborate with cross-functional teams to ensure seamless service delivery.

Skills

Leadership

Team management

Coaching

Analytical thinking

KPIs tracking

Communication

Onboarding

Education

BA/BS degree

Job description

Townsquare Interactive, based in Downtown Phoenix, seeks an Operations Manager – Customer Success to lead a high-performing team responsible for onboarding, calls handling, and account management. You will drive efficiency, implement best practices, and monitor KPIs to raise customer satisfaction and team performance.

The role emphasizes coaching, process optimization, and cross-functional collaboration with sales, production, and leadership to support growth and exceptional service delivery.