Customer Success & Operations Manager (Costa Rica)

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