Customer Experience and Service Ops Manager

About the role

The Client Success Manager leads and oversees the customer support function to deliver exceptional service and customer satisfaction. The role manages support teams, optimizes processes and implements strategies that improve the customer experience while aligning with organizational goals.

Key responsibilities

• Foster strong customer relationships to drive satisfaction, retention and success
• Serve as the primary point of contact for customers, aligning on goals, expectations and service delivery
• Oversee outsourced on-site service delivery, including quotation development, Statement of Work (SOW) definition and scheduling coordination
• Partner with Sales on service offerings and review bidding documents and customer agreements for scope clarity
• Manage Professional Services projects from start to finish, on time and within scope
• Develop and price service offerings with internal stakeholders
• Monitor and report customer satisfaction metrics and drive continuous improvement
• Proactively address customer concerns and implement customer success processes and reporting

Required profile

• College education with 3+ years of direct customer-facing experience
• Strong interpersonal, problem-solving and conflict resolution skills
• Ability to manage multiple priorities in a fast-paced environment
• Organizational and project management skills
• Plus: experience reviewing contracts (NDAs, customer and vendor agreements)
• Plus: experience in AI and high-tech, computer servers and/or OEM manufacturing

What we offer

• Medical, dental and vision insurance
• 401(k) and flexible spending account
• Disability insurance and commuter benefits
• Location near I-680 and I-880, with BART and bus stops within 10 minutes