Operations Manager - Customer Success

Townsquare Interactive; Phoenix (AZ); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Health, Dental & Vision

Pet Insurance

401(k) Match

Employee Stock Purchase Plan

Laptop Provided

Paid Holidays

Growth Opportunities

Job summary

Townsquare Interactive, located in Downtown Phoenix, seeks an Operations Manager – Customer Success to lead a growing team responsible for onboarding, campaign deployment, and ongoing account management. You’ll drive process improvements, coach staff, and align with leadership to deliver outstanding client outcomes.

Ideal candidates have 5+ years in SAAS or digital marketing leadership, a BA/BS, strong analytics, and experience with call-volume planning and SLAs.

Qualifications

• BA/BS degree in Business Administration, Management, or a related field
• 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
• Experience with call volume tracking and allocating headcount to support business needs

Responsibilities

• Lead, train, and mentor onboarding specialists and Customer Success specialists
• Conduct regular coaching sessions, one-on-ones, and skill-building workshops
• 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
• 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

Skills

Leadership

Communication skills

Analytical mindset

Data interpretation

Call volume tracking

Education

BA/BS degree in Business Administration

Job description

This position requires you to work in our Downtown Phoenix office

About Townsquare Interactive:

At Townsquare Interactive, we specialize in empowering small and medium-sized businesses to thrive. Our stellar business management platform enhances customer flow, ensuring ongoing success. From comprehensive business management software to website design, SEO, social posts, and reputation monitoring –we'vegot all your digital needs covered. Our mission is to simplify success for businesses of all sizes.

The Operations Manager – Customer Success Opportunity:

As anOperationsManager, you will lead and develop a high-performing Customer Success team, ensuring excellence in onboarding, inbound and outbound call handling, edit requests, account management, and account resolution. You will drive operational efficiency byoptimizingprocesses, implementing best practices, andmonitoringkey performance metrics to enhance team performance and customer satisfaction. As part of the continued growth of our Phoenix office, you will play a key role in building and supporting our expanding team while partnering closely with leadership and cross-functional teams to improve customer experiences, resolve escalations, and contribute to overall business growth.

Responsibilities:

• Lead, train, and mentorOnboarding Specialists andCustomer 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.

Client Onboarding andCampaign Deployment:

• 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.

Performance & Process Management

• Monitor and analyze KPIs for inbound/outboundcalls, account management, productadoptionand 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.
• Identifyand 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.

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.
• 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

TOWNSQUARE MEDIA BROADCASTING, LLC MAINTAINS A DRUG-FREE WORKPLACE AND IS AN EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER. APPLICANTS MUST BE ELIGIBLE TO WORK IN THE U.S.

Townsquare Mediaprovidesequal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Townsquare Mediacomplies withapplicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Townsquare Media expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Townsquare Media’s employees to perform their job duties may result in discipline up to and including discharge.