Customer Success Manager

OPS Security Group•Philadelphia, PA

24d

About The Position

The Customer Success Manager is the operational engine of day-to-day service delivery. The role manages front-line staff, maintains daily contact with onsite client representatives, and ensures each shift runs to standard. The Customer Success Manager is the primary relationship owner for onsite contacts—including property managers, assistant property managers, and building staff—and the primary leadership contact for OICs and front-line officers. The role oversees site operations and staff, maintains client communication and engagement cadences, manages payroll and scheduling, and coordinates on-the-job and quarterly training. It conducts site check-ins, responds to emergencies, documents client interactions and site activity in HubSpot, ensures site compliance and quality standards, and serves as the primary escalation point for OICs before matters are escalated to the Portfolio Manager.

Responsibilities

Oversee and manage front-line staff and OICs assigned to the portfolio, serving as direct supervisor for day-to-day site operations.
Maintain daily contact with onsite client representatives and respond to all communications within one hour during business hours.
Hold bi-weekly coaching sessions with OICs using a mission-oriented, site-specific agenda; schedule sessions in Google Calendar and track them in HubSpot.
Hold monthly town hall meetings with site teams in partnership with the OIC, giving staff an opportunity to provide input.
Approve timecards and ESSL requests weekly by noon on Mondays, ensure budgeted hours are not exceeded, and annotate variances on the Base44 exceptions report.
Own rolling 30-day schedules, due the last Monday of every month, and maintain the master schedule and roster with SOC, updated monthly.
Manage OJT and quarterly training at assigned sites, due at the close of each quarter, with paperwork submitted via CuroShift.
Conduct a minimum of three unscheduled site check-ins per month and document findings in HubSpot.
Respond to emergency issues, including call-outs, no-shows, and onsite incidents, escalating and communicating with the client and Portfolio Manager as soon as issues are known.
Log all client interactions and site activity in HubSpot in real time.
Ensure visitor verification, logging compliance, post order adherence, and quality standards are consistently met at every site.
Manage training follow-up, action item tracking, and site documentation control.
Act as the primary escalation point for OICs before a matter escalates to the Portfolio Manager.
Hold bi-weekly pre-planned check-ins with the property manager or assistant property manager, log minutes in HubSpot, and send a follow-up action plan by close of business the same day.