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