Operations Manager

Valley; Remote; ZAR 200 000 - 300 000; Full time

Job summary

A leading AI-driven platform is seeking an Operations Manager & Customer Success Manager to oversee customer onboarding, campaign delivery, and internal process optimization. The ideal candidate will have over 3 years of experience in operations or customer success, a knack for problem-solving, and the ability to adapt in a fast-paced environment. This is a remote role offering competitive compensation, where you will play a crucial role in building systems and ensuring customer satisfaction.

Qualifications

• Minimum of 3 years in operations or customer success roles.
• Experience with B2B sales or SaaS companies is a plus.
• Proficient use of communication tools like Slack and email.

Responsibilities

• Manage customer onboarding calls and processes.
• Create and launch LinkedIn campaigns based on customer goals.
• Design and implement operational workflows.

Skills

Problem-solving

Strong communication

Detail-oriented

Customer relationship management

Adaptability

Job description

Operations Manager & Customer Success Manager - Valley

THIS ROLE PAYS UP TO $2,500/MO USD

Location: Cape Town - Remote

Compensation: Up to $2,500/month USD Hours: 9am - 5pm EST

About Valley

Valley is an AI-powered LinkedIn outbound platform that helps B2B sales teams run signal-based campaigns at scale.

Role Overview

This role sits at the intersection of operations, customer success, and campaign delivery. You\'ll be responsible for optimizing internal workflows, managing customer onboarding and activation, and ensuring our AI-driven LinkedIn campaigns are delivered efficiently and drive real results. You will serve as the operational backbone of Valley while also being a trusted point of contact for our customers.

This is a high-impact role at an early-stage company - you\'ll work directly with leadership and shape how we scale.

This is a do-everything role at an early-stage startup. You\'ll be hands-on with customers - running onboarding calls, building campaigns, answering Slack messages. You\'ll build the systems we need to scale - onboarding flows, email sequences, playbooks. And you\'ll fill the operational gaps that come up every day at a fast-moving company.

We need someone who can context-switch between a customer call at 10am, fixing a broken process at 11am, and writing an email sequence at 2pm. You\'re not precious about what\'s "your job" - you just make things work.

What You\'ll Do

Customer Onboarding & Activation

• Run onboarding calls with new customers to understand their goals and ICP
• Own the customer journey from signup through campaign launch
• Train customers on how to use Valley effectively
• Ensure customers successfully activate and see early wins
• Act as primary point of contact for questions, issues, and escalations
• Proactively identify at-risk accounts and intervene before churn happens
• Build strong, long-term relationships with a solutions-oriented approach

Campaign Creation & Delivery

• Build audiences and targeting criteria based on customer ICPs
• Create and launch LinkedIn campaigns on behalf of customers
• Manage Valley day-to-day for customers who want a hands-off experience
• QA campaign setups, messaging, and targeting before launch
• Ensure campaigns are launched accurately, on time, and aligned with customer goals
• Use customer feedback and data to recommend improvements

Communication & Support

• Respond to customer questions via Slack and email - quickly and helpfully
• Get on calls when customers need help or want to review performance
• Be the person customers trust and actually want to talk to

Build Systems to Scale

• Design and build onboarding flows from signup to first campaign
• Create email sequences for onboarding, activation, check-ins, and re-engagement
• Create SOPs, playbooks, and documentation for internal and customer-facing processes
• Identify churn drivers and build interventions to fix them
• Support training for future team members as we scale
• Ensure smooth handoffs between sales, onboarding, and ongoing account management

Operations & Process Management

• Design, implement, and optimize workflows across onboarding, campaign delivery, and support
• Monitor KPIs around activation rates, time-to-launch, and customer health
• Identify bottlenecks and continuously improve systems and processes
• Manage internal tools and platforms used for delivery and reporting
• Coordinate with product and engineering when issues arise
• Fill the gaps - we\'re a 14-person team, things come up
• Be the person who makes sure nothing falls through the cracks

Who You Are

• 3+ years in ops, customer success, account management, or similar
• You thrive in ambiguity - you don\'t need a playbook, you write it
• You\'re a builder who sees broken things and fixes them
• You can run a customer call at 10am and write an SOP at 2pm
• Strong communicator on video, Slack, and email
• Detail-oriented when it matters, scrappy when it doesn\'t
• You take ownership - you don\'t wait to be told what to do
• Stable work-from-home setup with fast, reliable internet
• Available to work 9am - 5pm EST

Bonus

• Experience with LinkedIn, outbound sales, or lead generation
• Background in B2B SaaS or agencies
• You\'ve built processes from scratch at an early-stage company

What Success Looks Like

In 30 days:

• Running onboarding calls and launching campaigns confidently
• You\ve found three things that are broken and fixed them

In 90 days:

• Onboarding flow is documented and working
• Email sequences are live
• Customers are activating faster

In 6 months:

• Retention has improved
• You\'ve built systems that run without you babysitting them
• You\re the person the team relies on to keep things moving

To Apply

• Send your CV and a brief note on why you\'re interested. If it looks like a fit, we\'ll schedule a quick WhatsApp call to chat.