Phoenix-Based Operations Leader – Customer Success

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

Benefits offered by this job

Competitive base salary

Bonus plan

3 weeks PTO

9 paid holidays

Volunteer Time Off

Health, Dental, Vision Insurance

Pet Insurance

401(K) with Company Match

Employee Stock Purchase Plan

Company-provided laptop

Comprehensive training

Job summary

Townsquare Interactive is seeking an experienced Operations Manager – Customer Success to lead a growing team in our Downtown Phoenix office. You will drive onboarding, calls handling, account management, and escalations with a focus on efficiency and customer satisfaction.

You will partner with sales, production, and leadership to optimize campaigns, monitor KPIs, and implement process improvements while building a culture of learning and accountability.

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 to build a high-performance team.
• Oversee onboarding processes and ensure campaigns align with client goals.
• Monitor KPIs for inbound/outbound calls, account management, product adoption, and issue resolution.
• Collaborate with cross-functional teams to ensure seamless service delivery and continuous process improvements.
• Identify and implement best practices to enhance training, workflows, and customer success operations.

Skills

Leadership

Team management

Coaching

Analytical skills

Communication skills

Data-driven

Education

BA/BS in Business Administration or related

Job description

Townsquare Interactive is seeking an experienced Operations Manager – Customer Success to lead a growing team in our Downtown Phoenix office. You will drive onboarding, calls handling, account management, and escalations with a focus on efficiency and customer satisfaction.

You will partner with sales, production, and leadership to optimize campaigns, monitor KPIs, and implement process improvements while building a culture of learning and accountability.