Customer Success Manager - Operational Consultant

About the role

Savvital provides offshore staffing solutions and Virtual Professionals (VPs) so that businesses can build capacity and reclaim time. This Customer Success Manager is not a typical account manager who keeps clients happy and renews contracts; instead, the role acts as an operational and implementation consultant embedded in clients' operations. It focuses on helping business owners delegate effectively, build documented processes and increase VP utilization.

Key responsibilities

• Run structured, outcome-driven weekly client sessions on operational capacity, time tracking, delegable tasks and workflow bottlenecks
• Build and maintain 30/60/90-day delegation roadmaps that move high-volume, repetitive and tactical work from the business owner to their VPs
• Identify new areas where VPs can add value, such as insurance operations, CRM and accounting support, marketing, client communications, SOP creation and AI-assisted workflows
• Document Standard Operating Procedures, map end-to-end workflows and recommend software, AI tools and automation to streamline work
• Challenge inefficient client habits diplomatically and act as a bridge between clients and internal teams such as Performance Managers, Operations, L&D, Recruitment and Leadership

Required profile

• 4-5 years of experience in Customer Success, Operations Management, Business Consulting, Agency Operations or Process Optimization
• Track record of analysing operations, spotting bottlenecks and implementing SOPs and workflows
• Background in Insurance Operations, financial or accounting workflows, or professional services is a strong plus
• Systems thinker who can build processes to prevent problems, and who challenges business owners directly but respectfully

Required skills

• Familiarity with modern operations technology, workflow automation tools and AI-assisted productivity platforms
• Process mapping, SOP creation and procedural documentation
• Project management and relationship management

What we offer

• Market-competitive base salary commensurate with experience
• Allowances for premium internet, electricity and wellbeing to support night-shift operations
• Comprehensive medical insurance
• Performance bonuses linked to targets and account retention
• Regular performance-based increments and clear career progression