CS Ops Leader: P&L & Growth (Remote)

We Love AI Jobs; South Africa; Remote; ZAR 900,000 - 1,300,000; Full time

Job summary

AI Acquisition seeks an Operations Manager to lead the Customer Success organization, own the P&L, and drive scale across a distributed client base. This fully remote role in South Africa supports 30+ team members with a hands-on, systems-driven approach.

You will build accountability infrastructure, manage department heads and account managers, and partner with Sales, Delivery and People teams to ensure retention, expansion, and cost-to-serve improvements.

Qualifications

• Own the number and accountability for CS outcomes.
• Build operating systems for account risk, escalations, quality, scorecards, and team cadence.
• Direct management of account management leaders and senior operators.
• Partner with Sales, Delivery, and People teams for handoffs and capacity planning.
• Hire and develop People Ops to build management depth.

Responsibilities

• Own Customer Success targets, retention, expansion, and cost-to-serve.
• Build operating systems for account risk, escalations, quality, scorecards, and team cadence.
• Direct management of account management leaders and senior operators.
• Cross-functional partnership with Sales and Delivery on handoffs, capacity planning, and onboarding flow.
• Hiring & People Ops to develop management depth and capabilities.

Job description

AI Acquisition seeks an Operations Manager to lead the Customer Success organization, own the P&L, and drive scale across a distributed client base. This fully remote role in South Africa supports 30+ team members with a hands-on, systems-driven approach.

You will build accountability infrastructure, manage department heads and account managers, and partner with Sales, Delivery and People teams to ensure retention, expansion, and cost-to-serve improvements.