Strategic Customer Success Manager

Job Description

Horizons is seeking a Strategic Customer Operations Manager to oversee operational execution and support for critical enterprise accounts. This role ensures seamless service delivery, resolves issues, and improves operational workflows to enhance customer satisfaction. The candidate will be the operational point of contact for key clients, collaborating with Sales, Product, Support, and Engineering to deliver a high-quality customer experience.Role involves:

• Managing response times and customer satisfaction scores.
• Serving as the primary operational contact for enterprise customers.
• Monitoring and managing daily customer issues.
• Identifying inefficiencies and recommending improvements.
• Tracking and managing execution of customer deliverables.
• Maintaining and analyzing key operational metrics.
• Leading operational review calls with customers.
• Ensuring all operational procedures are documented and followed.
• Building and maintaining strong customer relationships.
• Anticipating customer needs and providing solutions.

Requirements:

• Bachelor’s degree in Business, Operations, or a related field.
• 3–5 years of experience in customer operations, project management, or enterprise account delivery roles.
• Proven success managing operational delivery for mid-market or enterprise clients in a B2B environment.
• Strong organizational and project management skills.
• Comfortable with process mapping and continuous improvement practices.
• Excellent communication and relationship management abilities.
• Proficiency in CRM and project management tools.
• Analytical mindset with the ability to extract insights from operational data.
• Comfortable working in a fast-paced, high-growth environment.
• Strong problem-solving skills and a proactive approach to customer support.

Horizons offers:

• A competitive salary.
• An asynchronous working environment.
• A Remote-First company environment (or Hybrid).
• The ability to work from abroad for a short period of time.
• Growth opportunities within the company.
• Necessary hardware to succeed from day one.