CUSTOMER SUCCESS & OPERATIONS MANAGER (MEXICO)

Apply here: https://operationsarmy.com/application About Us We are a growing startup helping fast-growing businesses scale through high-quality offshore talent. We manage large customer accounts and are looking for a strategic, hands-on customer success leader to manage these relationships and ensure operational excellence. Role Overview As a Customer Success & Operations Manager, you will own the post-sale relationship with our highest-value customers. You will act as a trusted advisor to clients and oversee the offshore teams delivering services to them. This role requires excellent relationship management, team coordination, and operational problem-solving skills. What Youll Do • Account Ownership • Serve as the main point of contact for assigned customer accounts. • Build and maintain strong relationships with senior client stakeholders. • Conduct regular check-ins, QBRs, and performance reviews. • Team & Talent Oversight • Supervise BPO staff performance on client accounts. • Ensure work quality, consistency, and team adherence to SOPs. • Escalate issues and lead resolution across people, process, or client expectations. • Operational Excellence • Create and maintain standard operating procedures (SOPs). • Identify inefficiencies or gaps and propose system/process improvements. • Coordinate with internal teams to align delivery and client goals. • Project Management • Monitor project progress, timelines, and outcomes. • Support onboarding and transition of new client accounts. • Track metrics and report on account health and workforce performance. What Were Looking For • Prior experience in customer success , client management , or consulting • Strong problem-solving , written communication , and people management skills • Experience working with international teams , BPOs, or distributed operations • Ability to create SOPs , manage multiple priorities, and handle escalations • A proactive, thoughtful communicator who can influence both clients and internal teams Preferred Backgrounds • Ex-consultants (e.g., management consulting, operations) • Former account/project managers in tech-enabled service businesses • Experience in verticals such as outsourcing, healthcare ops, recruiting, or enterprise SaaS is a plus Apply here: https://operationsarmy.com/application