Customer Success Manager

About Us

Located in Costa Mesa, CA, Talent Pop is a fast-growing startup seeking a Customer Success Manager to join our team. We specialize in partnering with leading E-Commerce brands to provide white-glove support across Customer Experience, Marketing, and Executive Assistance. With over 750 top brands in our portfolio, including Core Power Yoga, Beyond Meat, and Liquid I.V., and strong partnerships with industry leaders like Gorgias, Attentive, and Route, we're continuing to scale rapidly.

Your mission is to build trusted partnerships with the clients you support, ensuring they consistently experience the value Talent Pop delivers. By proactively managing client relationships, monitoring account performance, and identifying opportunities for improvement, you'll help drive client satisfaction, retention, and long-term growth. You'll serve as a strategic partner, collaborating closely with both clients and internal teams to solve challenges, improve processes, and implement solutions that enhance service delivery and support each client's business goals.

As a Customer Success Manager, you'll balance strong relationship management with thoughtful execution, using sound judgment, ownership, and effective prioritization to advocate for your clients while supporting the success of the Customer Success organization. Every interaction is an opportunity to strengthen partnerships, deliver exceptional experiences, and contribute to Talent Pop's continued growth.

This includes but is not limited to:

• Manage and oversee relationships between Talent Pop and assigned client accounts to support client satisfaction, operational success, retention, and account stability.
• Analyze client performance metrics, operational KPIs, customer satisfaction trends, and service delivery data to identify risks, trends, and opportunities for operational improvement.
• Develop, implement, and refine customer service workflows, operational procedures, and Standard Operating Procedures (SOPs) to improve efficiency, consistency, and client experience.
• Exercise independent judgment and discretion in resolving escalated client and operational concerns while balancing business priorities and service expectations.
• Lead client-facing meetings including onboarding discussions, operational reviews, strategy calls, business check-ins, and training sessions with internal and external stakeholders.
• Collaborate cross-functionally with Operations, Engineering, Recruitment, Onboarding, Leadership, Sales/Account Managers, and Customer Success teams to support operational initiatives and service delivery improvements.
• Partner with Recruitment teams to evaluate client operational needs and provide recommendations regarding agent-client matchmaking strategies.
• Review account dashboards, operational reports, and performance analytics to proactively identify opportunities for workflow optimization and service improvements.
• Recommend operational strategies, communication improvements, workflow enhancements, and customer experience initiatives based on account performance and operational analysis.
• Provide operational guidance and coaching to Customer Service Agents to support service quality, client expectations, and performance standards.
• Support organizational process improvement initiatives and contribute recommendations regarding customer success operations and account management practices.
• Prioritize and manage multiple accounts, operational initiatives, and business priorities while exercising sound judgment and decision-making in a fast-paced environment.

• Utilize approved AI tools, customer success platforms, CRM systems, automation technologies, reporting tools, Talent Pop Apps, and Poppi to improve client service delivery, account management effectiveness, and operational efficiency.
• Leverage AI-assisted technologies to support account reviews, client communications, workflow management, reporting preparation, operational analysis, and customer success activities.
• Identify opportunities to improve customer workflows, operational processes, and service delivery through responsible use of automation and technology solutions.
• Maintain proficiency in Customer Success technologies, CRM platforms, reporting systems, and operational tools utilized by the organization.
• Support implementation and adoption of new technologies, automation initiatives, workflows, and process improvements designed to enhance customer success outcomes.
• Remain informed regarding emerging customer success technologies, AI solutions, operational best practices, and industry trends that may improve client experience and organizational performance.

• Minimum of 2-4 years of experience in Customer Success, Account Management, Client Operations, Customer Experience, or related business support roles.
• Experience managing client relationships and supporting operational initiatives in a fast-paced…