Customer Success Manager

Responsibilities

• Transform how Savvital clients delegate, build processes, and operate their businesses — ensuring maximum VP utilization and measurable hours saved for client leadership.
• operational and implementation consultant
• a trusted business advisor embedded into your clients' operations.

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

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

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
• Time-to-full-implementation for new client accounts

Requirements

• 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
• 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

Your Mission

You will operate not as an account coordinator, but as an

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

Client retention rates, NPS scores, and account expansion and referral rates

Experience

• 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 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.