Manager, Customer Success, Account Leaders & Product Operations

Kobie Marketing•Jersey City, NJ

2d•Remote

About The Position

The Customer Success Manager is accountable for the overall management, communication, performance, and development of the Account Leadership and Product Operations teams. The role serves as the in-house steward of client relationships, business performance, operational health, forecasting accuracy, strategic planning, and partner engagement across assigned programs. The position ensures contractual commitments are met; client communications are timely and accurate; business reviews provide strategic value; operational risks are proactively managed; and client expectations are consistently exceeded. The incumbent leads Account Leaders and Product Operations professionals in the day-to-day management of client relationships, governance activities, forecasting processes, partner communications, and operational commitments, while improving team capabilities, automation, scalability, and client experience. The Customer Success Manager operates independently, makes sound business decisions, and provides leadership that allows the Senior Director to focus on strategic priorities rather than routine client or operational issues. The role develops future leaders, strengthens client partnerships, and drives innovative solutions that support long-term organizational growth. Kobie is a remote-first organization with a flexible work environment; periodic travel may be required for business objectives, team collaboration, customer engagements, training, and company events.

Requirements

Five or more years of leadership experience in customer success, client services, account management, contact center operations, product operations, program management, or related disciplines preferred.
Demonstrated ability to lead teams, influence stakeholders, develop future leaders, and drive accountability across diverse business functions.
Ability to analyze operational performance, client trends, forecasting data, customer insights, and business results to develop actionable recommendations and strategic plans.
Strong understanding of client relationship management, program performance, operational execution, vendor management, and strategic planning.
Strong work ethic and willingness to go the extra mile.
Customer-first and client-centric mindset.
Exceptional communication and presentation skills.
Strong de-escalation and conflict resolution abilities.
High degree of autonomy and accountability.
Strategic thinking combined with operational discipline.
Proactive and solutions-oriented approach.
Innovation and continuous improvement mindset.
Strong leadership and coaching capabilities.
Ability to influence and drive results through others.
Able and willing to travel as needed to fulfill the responsibilities of the role.

Nice To Haves

Bachelor's degree or equivalent business experience preferred.
Five or more years of leadership experience in customer success, client services, account management, contact center operations, product operations, program management, or related disciplines preferred.

Responsibilities

Lead, manage, develop, coach, and mentor Account Leaders and Product Operations team members.
Conduct performance evaluations, coaching sessions, development planning, interviewing, hiring recommendations, and performance management activities.
Set performance expectations and ensure accountability for responsiveness, accuracy, communication quality, execution, and client satisfaction.
Lead, protect, and grow client relationships through proactive stewardship and strategic partnership.
Ensure client communications, reporting, presentations, and deliverables are timely, accurate, professional, and solution-oriented.
Review client-facing communications for consistency, quality, and alignment with organizational standards.
Lead Executive Business Reviews, Quarterly Business Reviews, Monthly Business Reviews, governance meetings, and strategic planning sessions.
Ensure business reviews provide meaningful insights, operational trends, recommendations, and actionable outcomes.
Maintain accountability for client satisfaction, relationship health, and contractual obligations.
Serve as the primary client escalation point before Senior Director involvement.
Proactively address and effectively resolve operational issues, business risks, and client concerns.
Oversee Voice of the Customer reporting, customer experience insights, operational trend analysis, and client recommendations.
Ensure Account Leaders provide timely and accurate client responses while maintaining strong relationships and operational awareness.
Lead Product Operations activities, including forecasting, redemption planning, inventory risk identification, partner management, and operational readiness.
Ensure forecasting methodologies produce accurate projections and support effective business planning.
Partner with vendors, fulfillment providers, clients, and internal departments to improve performance and resolve operational challenges.
Identify operational, client, inventory, fulfillment, and reputational risks before customer impact and implement mitigation strategies.
Drive accountability for partner communications, fulfillment performance, and cross-functional collaboration.
Support strategic planning, business growth opportunities, operational enhancements, and client retention initiatives.
Develop future Customer Success, Client Services, and business leaders through mentorship, coaching, and growth opportunities.
Foster ownership, accountability, innovation, proactive communication, and customer advocacy.
Drive continuous improvement through automation, process optimization, technology enhancements, and creative problem solving.
Escalate significant business, client, financial, or reputational risks requiring executive visibility, with documentation and recommended next steps.
Manage daily client and operational responsibilities while building a stronger, more scalable, and future-ready organization.