Note: The job is a remote job and is open to candidates in USA. Business Information Group, Inc. helps construction organizations modernize technology, improve operational visibility, reduce risk, and create scalable foundations for growth. The Client Success Operations Manager leads post-sales strategy, manages the client success team and operations, and optimizes processes, analytics, and technology to drive retention, revenue growth, and scalable service delivery.
Responsibilities
- Develop and execute client engagement strategies that strengthen relationships, support long-term retention, and create consistent value across the client lifecycle
- Establish and maintain client success playbooks, processes, and operating rhythms that promote proactive service delivery, timely follow-up, and a consistent client experience
- Lead recurring client business reviews, including monthly, quarterly, and annual touchpoints, to assess client priorities, review outcomes, identify risks, and uncover opportunities for expanded engagement
- Partner cross-functionally with sales, delivery, operations, and technical teams to align internal resources with client goals and ensure a coordinated approach to client support and issue resolution
- Monitor client health, retention trends, satisfaction feedback (NPS), recurring revenue (ARR), renewal activity, and other key performance indicators to identify risks, trends, and opportunities for improvement
- Translate client feedback, data insights, and service trends into actionable recommendations that improve internal processes, service quality, and overall client outcomes
- Manage high-priority client relationships and escalations by facilitating clear communication, coordinating internal action plans, and driving timely resolution of concerns or roadblocks
- Support client expansion and renewal efforts by identifying opportunities to deepen partnerships, increase adoption of services, and connect client needs with appropriate BIG solutions
- Set clear goals, provide regular feedback, and conduct performance evaluations for direct reports
- Support employee development through coaching, mentoring, and growth opportunities
- Foster an inclusive, high-performing team culture aligned with company values
- Address performance and conduct issues promptly and professionally
- Ensure compliance with company policies in partnership with HR and support cross-functional collaboration
- Assist with interviewing and selection and workforce planning, and onboard and train new team members
Skills
- Standard office hours for this role are Monday – Friday, 8:00am – 5:00pm local time zone
- This is a full-time, exempt role
- This is a remote role with eligibility to work from approved states in the United States
- Travel for this role is minimal
- Ability to sit for extended periods and use a computer and keyboard for long durations. Frequent typing and use of a mouse, with fine motor skills required for accurate data entry and navigation. Must be able to maintain good posture and adjust seating and workstation to minimize physical strain
- Five or more years of experience in client success, account management, business operations, or a related client-facing role, preferably within technology, construction technology, or professional services
- Demonstrated experience leading, coaching, and developing team members while building scalable processes and supporting a high-performing team environment
- Strong ability to influence and collaborate across departments to align client needs, operational priorities, and business outcomes
- Proven ability to analyze client data, identify trends, assess risk, and translate insights into clear recommendations, dashboards, or executive-level updates
- Working knowledge of client retention strategies, renewals, forecasting, recurring revenue models, and expansion opportunities
- Excellent written and verbal communication skills, including the ability to facilitate executive-level conversations, navigate sensitive client issues, and present information clearly and professionally
- Comfortable using CRM, client success, business intelligence, project management, and related technology platforms to manage client activity, reporting, and operational workflows
- Bachelor's degree in business, technology, operations, client success, or a related field preferred; equivalent combination of education and relevant experience may be considered
Benefits
- Remote role with eligibility to work from approved states in the United States
- Employee development through coaching, mentoring, and growth opportunities
Company Overview