Customer Success Ops Leader — Growth & Excellence

Townsquare Interactive; Phoenix (AZ); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Competitive base salary

Bonus plan

3 weeks PTO

9 paid holidays

Volunteer Time Off

Health, Dental, and Vision Insurance

Pet Insurance

401(K) with company match

Employee Stock Purchase Plan

Company-provided laptop

Training and growth opportunities

Unlimited growth potential

Job summary

Townsquare Interactive, based in Phoenix, AZ, seeks an Operations Manager — Customer Success to lead onboarding, account management, and support operations for a growing customer base. You will drive process improvements, mentor frontline staff, and ensure campaigns align with client goals.

Ideal candidates have leadership experience in SAAS/digital marketing, strong analytical abilities, and a passion for customer success. On-site role in downtown Phoenix with competitive salary and benefits.

Qualifications

• BA/BS degree in Business Administration, Management, or a related field (preferred).
• Minimum of 5 years of experience in a leadership role within a SAAS or digital marketing environment.
• Strong leadership and team management skills with the ability to inspire and drive performance.
• Exceptional presentation, interpersonal, and communication skills.
• Analytical mindset with the ability to interpret data and make informed decisions.
• Experience with call volume tracking and allocating headcount to support business needs.
• Exceptional problem-solving skills and the ability to handle high-pressure situations.

Responsibilities

• Lead, train, and mentor Onboarding Specialists and Customer Success Specialists, fostering a high-performance, customer-focused team.
• Conduct regular coaching sessions, one-on-ones, and skill-building workshops to drive growth and accountability.
• Lead by example, promoting professionalism, collaboration, and a results-driven culture.
• Oversee the onboarding process, ensuring seamless communication between sales, production, and account management teams.
• Ensure campaigns are launched in alignment with client’s business goals and expectations.
• Act as an escalation point for complex onboarding issues, resolving them promptly and effectively.
• Monitor and analyze KPIs for inbound/outbound calls, account management, product adoption and issue resolution.
• Optimize workflows to improve efficiency, meet SLAs, and enhance customer satisfaction.
• Hold team members accountable for performance goals, providing clear feedback and improvement strategies.
• Partner with cross-functional teams to ensure seamless service delivery and continuous process improvements.
• Act as the escalation point for complex customer issues, ensuring swift and effective resolution.
• Provide leadership with regular updates on team performance, challenges, and strategic recommendations.
• Identify and implement best practices to enhance training, workflows, and customer success operations.
• Stay informed on industry trends to drive innovation and maintain a competitive edge.
• Foster a culture of learning, adaptability, and process optimization to ensure sustained success.]
• CoT_job_summary_short|COMPANY NAME: Townsquare Interactive|KEY POINTS: Lead CS team, onboarding, KPI tracking, cross-functional collaboration
• job_summary_short: <p>Townsquare Interactive in Phoenix, AZ is seeking an Operations Manager — Customer Success to lead and develop a high-performing CS team. You will oversee onboarding, campaigns, and ongoing account management, driving efficiency and customer satisfaction across the revenue lifecycle.</p><p>You will optimize processes, monitor KPIs, and collaborate with sales, production, and leadership to resolve escalations and fuel growth. This role requires a data-driven leader with strong communication and problem-solving skills.</p>
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Skills

Leadership

Team management

Communication

Data analysis

Problem-solving

Presentation skills

Call volume tracking

Education

BA/BS degree in Business Administration/Management/related field

Job description

Townsquare Interactive, based in Phoenix, AZ, seeks an Operations Manager — Customer Success to lead onboarding, account management, and support operations for a growing customer base. You will drive process improvements, mentor frontline staff, and ensure campaigns align with client goals.

Ideal candidates have leadership experience in SAAS/digital marketing, strong analytical abilities, and a passion for customer success. On-site role in downtown Phoenix with competitive salary and benefits.