Client Operations Manager - Agency

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At GrowthX, we've redefined what AI-powered growth means for modern marketing teams. Since launching in 2024, we've grown from concept to eight-figure annual revenue. To date, we've raised a $12M Series A led by Madrona Venture Group and we partner with 50+ companies ranging from high-growth startups to industry leaders like Surge AI, Loveable, Webflow, Ramp, Superhuman, Strapi, Abnormal Security, and Homebase.

We've built something different—what we call "service-as-software." Instead of handing you tools and leaving you to figure them out, we deliver complete outcomes. Our platform combines sophisticated AI workflows with expert human oversight to create, distribute, and optimize content that drives real business results.

Our philosophy is simple: AI should serve experts, not replace them. We're not just building software. We're building the growth infrastructure that marketing teams wish they'd always had.

We’re looking for a Customer Success Operations Manager to build the systems, workflows, and insights that help our Customer organization deliver exceptional client experiences at scale.

In this role, you’ll bridge creative operations and business performance — ensuring our Client Delivery teams have the clarity, data, and structure they need to deliver high-quality work, on time, every time. You’ll drive operational excellence across content production, client communication, and delivery management.

This is a hands-on builder role for someone who loves creating order from chaos, thrives on collaboration, and knows how to translate creative workflows into scalable processes.

• Design and maintain our Customer Success systems, project management tools, dashboards, and delivery trackers — to ensure smooth client communication and transparency.

• Develop playbooks, templates, and SOPs for onboarding, content delivery, feedback loops, and renewals.

• Partner with Delivery, Design, and Engineering teams to align on delivery standards and workflows.

• Create and manage a Customer Health Score framework that combines relationship health, content quality, engagement metrics, and delivery performance.

• Build and automate reporting dashboards to surface insights on client satisfaction, deliverable timeliness, and campaign impact.

• Partner with Account Directors to proactively identify at-risk accounts and recommend intervention plans.

• Audit and optimize the end-to-end content delivery process, from brief to approval, to ensure creative teams can move efficiently without sacrificing quality.

• Lead operational initiatives to improve cross-functional coordination between Customer Success, Creative, and Strategy teams.

• Reduce manual effort and increase visibility with automation, templates, and shared workspaces.

• Partner with the Head of Customer Operations on forecasting renewals, capacity planning, and resourcing.

• Develop operational dashboards and scorecards that track client retention, deliverable quality, and team productivity.

• Turn operational data into clear recommendations for leadership.

• Maintain a Customer Operations playbook that documents workflows, standards, and best practices.

• Train account and success teams on tool usage, reporting, and delivery processes.

• Serve as the internal advocate for operational excellence — ensuring teams have the systems and structure they need to deliver a premium client experience.

• 4+ years of experience in Customer Success Operations, Creative Operations, or Marketing Operations — ideally within a marketing agency or content-driven organization.

• You’re fluent in tools like HubSpot, Zapier, and Google Workspace, with working knowledge of creative delivery platforms (e.g., Frame.io, Figma, Notion).

• A systems thinker who’s equally comfortable in the weeds — you design scalable workflows, but you’ll roll up your sleeves to get them running.

• Skilled at data and process visualization — you make complex things simple and actionable.

• You’re a natural collaborator who can translate creative needs into operational systems without stifling creativity.

Within 6 months, you will have:

• Built a delivery and performance dashboard that provides visibility into every stage of the customer journey.

• Standardized onboarding and delivery processes across teams.

• Improved on-time deliverables and client satisfaction metrics by measurable percentages.

• Reduced administrative load for account owners through automation or process simplification.

You’ll play a foundational role in shaping how we deliver creative excellence at scale. This is your chance to architect the operational systems behind a customer experience that feels seamless, strategic, and consistently high-quality — both for our clients and our internal teams.

Perks:

🌍 Fully Remote Work

• Work from anywhere—your productivity, your space!

• We help set up your work environment to enable your best work.

• Minimal meetings and async communication for deep focus

🏖 Ample Time Off

• Enablement for you to recognize your countries holidays

• We encourage you to take the time you need to recharge!

📚 Professional Growth

• We’re an AI forward culture and work environment - Learn all things AI!

• Access to training, workshops & mentorship programs

• Support for external conferences & industry events

🤝 Collaborative Culture

• Open communication & feedback-driven environment.

• Clear, concise communication is key to our success.

Work Visa: Applicants must have legal authorization to work in the country of residence. We are not able to provide employment visa sponsorship at this time.

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