Operations Leader, Customer Success & Growth (SaaS)

Townsquare Interactive, LLC; Phoenix (AZ); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health, Dental, and Vision Insurance

Pet Insurance

401(K) Retirement Plan with Company M

Employee Stock Purchase Plan

Company-provided laptop

Unlimited growth potential

Job summary

Townsquare Interactive is seeking an Operations Manager – Customer Success in Downtown Phoenix to lead onboarding, client advocacy, and a growing team. You will manage onboarding, ensure campaigns meet client goals, and drive operational efficiency across sales, production, and account management.

You will coach Onboarding and Customer Success Specialists, monitor KPIs, optimize workflows, and partner with cross-functional teams to deliver exceptional service, resolve escalations, and support

Qualifications

• BA/BS degree in Business Administration, Management, or 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.
• Competitive base salary and bonus plan
• 9 paid holidays (including 2 personal/floating holidays)
• Health, Dental, and Vision Insurance
• Pet Insurance
• 401(K) Retirement Plan with Company Match
• Employee Stock Purchase Plan
• Company-provided laptop
• Comprehensive training and growth opportunities
• Unlimited growth potential in a dynamic work environment

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.

Skills

Leadership

Team Management

Communication

Analytical Thinking

Problem Solving

Data Analysis

SAAS Knowledge

Call Volume Tracking

Education

BA/BS in Business Administration

Job description

Townsquare Interactive is seeking an Operations Manager – Customer Success in Downtown Phoenix to lead onboarding, client advocacy, and a growing team. You will manage onboarding, ensure campaigns meet client goals, and drive operational efficiency across sales, production, and account management.

You will coach Onboarding and Customer Success Specialists, monitor KPIs, optimize workflows, and partner with cross-functional teams to deliver exceptional service, resolve escalations, and support