Customer Success Manager

Savvital is seeking a Customer Success Manager to play a pivotal role in transforming how clients delegate tasks, build processes, and operate their businesses. Unlike traditional customer success roles focused on renewals and basic client communication, this position centers on operational execution and strategic consulting. The ideal candidate will work closely with business owners to identify delegation opportunities, develop documented workflows, and maximize the utilization of Virtual Professionals (VPs), ultimately helping clients reclaim valuable time and scale efficiently.

Key Responsibilities

- Lead outcome-driven weekly client sessions that focus on operational capacity, time tracking, delegable tasks, and workflow bottlenecks rather than routine status updates.
- Develop and maintain dynamic 30/60/90-day delegation roadmaps to transition repetitive and tactical responsibilities from business owners to their VPs.
- Identify new operational areas where VPs can add value, including Insurance Operations, CRM and Accounting Support, Marketing, Client Communications, SOP creation, and AI-assisted workflows.
- Collaborate with clients to document Standard Operating Procedures (SOPs), map end-to-end workflows, and eliminate redundant manual processes.
- Recommend modern software, AI tools, and automation solutions to streamline administrative and operational tasks.
- Challenge inefficient client habits diplomatically, provide actionable operational insights, and position Savvital as a strategic extension of the client’s executive team.
- Act as a liaison between clients and Savvital’s internal teams such as Performance Managers, Operations, Learning & Development, Recruitment, and Leadership to ensure seamless service delivery.

Required Qualifications

- 4–5 years of experience in Customer Success, Operations Management, Business Consulting, Agency Operations, or Process Optimization.
- Proven ability to analyze business operations, identify bottlenecks, and implement SOPs and workflows beyond relationship management.
- Hands-on experience with modern operations technology, workflow automation tools, and AI-assisted productivity platforms.
- Strong consultative mindset with excellent critical thinking, business acumen, and problem-solving skills.
- Exceptional communication and interpersonal skills to coach and constructively challenge business owners.
- Expertise in process mapping, SOP creation, and procedural documentation.
- High emotional intelligence, organizational discipline, and the ability to build credibility quickly with key stakeholders.

Preferred Qualifications and Benefits

- Background in Insurance Operations, Financial or Accounting workflows, or Professional Services is a significant advantage.
- Compensation includes a market-competitive base salary commensurate with experience.
- Additional allowances for premium internet, electricity, and wellbeing to support night-shift operations.
- Comprehensive medical insurance coverage.
- Performance bonuses tied to individual targets and account retention metrics.
- Annual performance-based salary increments and clear opportunities for vertical career progression.

Success in this role is measured by increased VP capacity utilization, expanded responsibilities, documented SOPs, optimized workflows, reduced low-value task burden for clients, and strong client retention and satisfaction. Within six months, clients should operate with documented processes, experience measurable time savings, and view Savvital as a strategic operational partner rather than just an offshore staffing provider. This role demands a proactive, systems-oriented professional who takes ownership, anticipates challenges, and delivers strategic value beyond traditional customer success functions.