Account Manager/Customer Success Manager

Customer Success Manager About Your Startup Operations Your Startup Operations is a boutique agency providing operational services to small businesses. We work primarily with small business owners in the United States and our vision is to give power to the people who own small businesses by delivering white glove service while maintaining flexibility, care and affordability. Our SCORE Values

• Solution-focused: Think critically and propose solutions independently.
• Curiosity: Ask questions and actively seek understanding.
• Ownership: Take full accountability and responsibility for your role.
• Resourcefulness: Use all available resources to solve challenges or answer questions.
• Excellence: Deliver high-quality work and exceptional results.

The Role This is a high-touch, relationship-driven role — 60 to 80% of your week is live on calls with clients and VAs. Process mapping sessions, kickoffs, performance reviews, check-ins. You are the voice of Your Startup Operations to every client, and the person every VA looks to for guidance. Your goal is to retain our clients and help professionally grow our VAs. The right person for this role is equally comfortable in mentoring VAs to be great operation assistants and developing relationships and being the expert when speaking with the clients. You have worked across different types of businesses and industries, which means you can walk into any client's world and get up to speed fast. You love mentoring people — not just delegating, but genuinely investing in a VA's growth. And you feel a real sense of pride when a small business owner says things finally feel under control. Who You Are

• You build trust quickly on calls — clients and VAs feel at ease with you, and you show up to every conversation prepared
• You are operationally minded — you love understanding how a business works and making it run better
• You have experience working across a variety of business types and industries
• You are a natural mentor — you invest in the people you train and take ownership of their success
• You are highly organized and proactive — you don't drop balls and you don't wait to be reminded
• You are a clear, confident communicator in writing and on camera
• Agency or small business experience is a strong plus

Detail-oriented? Good. On your first interview, mention which SCORE value you most align with — at the end of the interview — for a big bonus. Responsibilities:

• Serve as the primary point of contact for all clients from contract signed through the full engagement
• Collaborate and work with our recruitment team to select the VA best fit for our clients
• Lead process mapping sessions on Miro — mapping workflows, identifying pain points, operational inefficiencies, and to build a plan on the 90 day onboarding for VA
• Work with the VA to build SOPs that get processes out of the founder's head and into a system the VA can run independently
• Lead client kickoff calls and align both the client and VA on 90-day expectations
• Onboard and train VAs through their first 90 days, developing their skills to be proactive, operational, and deliver the work the client needs
• Lead weekly 90-day performance check-ins and catching issues early and keeping both sides aligned
• Assist with making onboarding and account management processes more efficient and effective
• Maintain retention rate of 90%+ month to month
• Growth & Expansion: Identify opportunities to deepen client relationships, secure testimonials, and work with sales team on expansion and upsell strategies
• Reporting & Analysis: Track and report on client health metrics and analyze patterns across client engagements to identify improvements

Recruiting Proces

• Application
• 5 min Culture Index survey
• Recruiter Screen (30 mins)
• Interview with founder (45 mins)
• Live Assessment with partners (1 hour)

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