Operations Manager - Customer Success

Townsquare Interactive•Phoenix, AZ

5d•Onsite

About The Position

Townsquare Interactive specializes in empowering small and medium-sized businesses to thrive through its business management platform, which enhances customer flow and ensures ongoing success. The company offers comprehensive digital solutions including business management software, website design, SEO, social posts, and reputation monitoring, with a mission to simplify success for businesses of all sizes. The Operations Manager - Customer Success will lead and develop a high-performing Customer Success team, ensuring excellence in onboarding, call handling, edit requests, account management, and account resolution. This role involves driving operational efficiency by optimizing processes, implementing best practices, and monitoring key performance metrics to enhance team performance and customer satisfaction. As part of the continued growth of the Phoenix office, this position will play a key role in building and supporting the expanding team, partnering closely with leadership and cross-functional teams to improve customer experiences, resolve escalations, and contribute to overall business growth.

Requirements

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, fostering a high-performance, customer-focused team.
Conduct regular coaching sessions, one-on-ones, and skill-building workshops to drive growth and accountability.
Lead by example, promoting professionalism, collaboration, and a results-driven culture.
Oversee the onboarding process, ensuring seamless communication between sales, production, and account management teams.
Ensure campaigns are launched in alignment with client’s business goals and expectations.
Act as an escalation point for complex onboarding issues, resolving them promptly and effectively.
Monitor and analyze KPIs for inbound/outbound calls, account management, product adoption and issue resolution.
Optimize workflows to improve efficiency, meet SLAs, and enhance customer satisfaction.
Hold team members accountable for performance goals, providing clear feedback and improvement strategies.
Partner with cross-functional teams to ensure seamless service delivery and continuous process improvements.
Act as the escalation point for complex customer issues, ensuring swift and effective resolution.
Provide leadership with regular updates on team performance, challenges, and strategic recommendations.
Identify and implement best practices to enhance training, workflows, and customer success operations.
Stay informed on industry trends to drive innovation and maintain a competitive edge.
Foster a culture of learning, adaptability, and process optimization to ensure sustained success.