Customer Success Manager

Job description

Customer Success Specialist About Savvital At Savvital, we provide offshore staffing solutions and high-performing Virtual Professionals (VPs) designed to help modern businesses scale efficiently. Our clients don't partner with us simply to cut costs — they work with us to build capacity, eliminate operational bottlenecks, and reclaim their most valuable resource: time. This Role Is Not for Everyone Most Customer Success roles are about keeping clients happy and renewing contracts. This one is different. The biggest barrier to client success in our industry isn't candidate quality — it's delegation and operational execution. Many business owners struggle to identify what to delegate, lack documented SOPs, or default back to doing work their VPs are fully capable of handling. The result? VPs remain underutilized while clients stay overwhelmed. This role exists to fix that — permanently. If you have ever sat across from a business owner, mapped out how they actually spend their time, and helped them build systems that give that time back — this role was written for you. If you are looking for a role where you send check-in emails, update CRM fields, and renew accounts — this one is not it. Your Mission Transform how Savvital clients delegate, build processes, and operate their businesses — ensuring maximum VP utilization and measurable hours saved for client leadership. You will operate not as an account coordinator, but as an operational and implementation consultant — a trusted business advisor embedded into your clients' operations. What You Will Actually Be Doing 1. Strategic Client Implementation & Coaching Lead structured, outcome-driven weekly client sessions focused on operational capacity, time tracking, delegable tasks, and workflow bottlenecks — not basic status updates Build and maintain living 30/60/90-day delegation roadmaps that continually transition high-volume, repetitive, and tactical responsibilities from the business owner to their VP Proactively 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 2. Process Improvement & Workflow Optimization Partner directly with clients to document Standard Operating Procedures, map end-to-end workflows, and eliminate redundant manual processes Recommend relevant modern software, AI tools, and automation opportunities to streamline daily administrative and operational work 3. Strategic Business Advisory & Internal Coordination Respectfully challenge inefficient client habits, provide actionable operational insights, and position Savvital as an extension of the client's executive team — not a vendor Serve as the strategic bridge between clients and Savvital's internal teams including Performance Managers, Operations, L&D, Recruitment, and Leadership How We Measure Your Success Increase in VP capacity utilization and responsibility expansion rate Estimated monthly hours successfully returned to business owners Number of documented SOPs and optimized workflows implemented Time-to-full-implementation for new client accounts Client retention rates, NPS scores, and account expansion and referral rates What We Are Looking For Experience 4–5 years of experience in Customer Success, Operations Management, Business Consulting, Agency Operations, or Process Optimization A demonstrated track record of analyzing business operations, identifying bottlenecks, and implementing SOPs and workflows — not just managing relationships Background in Insurance Operations, Financial or Accounting Workflows, or Professional Services is a strong plus Hands-on familiarity with modern operations technology, workflow automation tools, and AI-assisted productivity platforms The Kind of Person You Are You think in systems, not tasks — when you see a recurring problem, your instinct is to build a process that prevents it from happening again You are comfortable challenging a business owner's habits when it's in their best interest — diplomatically but directly You can walk into a client's operation, identify what's broken or underutilized within an hour, and leave them with a clear roadmap You take ownership — if something falls through the cracks, you notice before anyone tells you You do not wait to be asked. You flag, propose, and execute Core Competencies Consultative Mindset — outstanding critical thinking, business acumen, and problem-solving skills to diagnose underlying operational issues Delegation & Change Management Coaching — exceptional communication and interpersonal skills to guide, coach, and constructively challenge business owners Workflow Architecture — strong expertise in process mapping, SOP creation, and procedural documentation Relationship & Project Management — high emotional intelligence, organizational discipline, and the ability to build immediate credibility with key stakeholders What Success Looks Like at 6 Months Your assigned clients operate with documented processes rather than relying on memory or ad-hoc instructions Client business owners report a significant, measurable reduction in low-value task burden and more time spent on strategic growth VPs demonstrate significantly expanded role ownership and integration into client operations Savvital is entrenched as a strategic operational partner — not an offshore staffing vendor COMPENSATION & BENEFITS Base Salary: Market Competitive (commensurate with experience) Allowances: Premium Internet, Electricity, and Wellbeing allowances to support night-shift operations. Medical Insurance: Comprehensive health coverage. Performance Bonuses: Structured bonuses based on individual targets and account retention metrics. Annual Growth: Regular performance-based increments and clear vertical career progression.