
Client Journey Manager
2 weeks ago
About the Role:
As a key member of our team, you will be responsible for driving end-to-end customer journey – from onboarding to product adoption, engagement, and retention – while building scalable processes suitable for a high-volume customer base.
Key Responsibilities:
- Lead and mentor 3–4 Team Leaders and indirectly oversee a team of 30+ Customer Success Executives.
- Drive customer onboarding, adoption, retention, and satisfaction across SMB clients.
- Develop and implement customer success strategies and playbooks tailored for high-volume SMB customers.
- Implement and scale tech-touch engagement models for effective customer coverage.
- Develop strategies to drive deep product adoption and showcase the value of MyOperator's solutions.
- Monitor health metrics, churn signals, and client escalations; design proactive action plans.
- Collaborate with Product, Sales, and Support teams to ensure a seamless customer experience.
- Deliver regular business reviews and performance reports to leadership.
Qualifications:
- 5–7 years of proven experience in Customer Success /
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