Phoenix-Based Customer Success Operations Lead

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

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.