Client Strategy & Operations Manager

Work setup:

Hybrid — work from home part of the time, with regular in-person work at COHatch in Dublin, Ohio

$100,000–$125,000+, depending on experience, primarily base salary with performance-based upside and potential equity

Chatstrike helps insurance agencies hire faster and turn more applicants into licensed producers.

Our platform combines AI, automation, texting, job promotion, scheduling, recruiting workflows, and pre-licensing management to help insurance agency leaders improve every stage of the recruiting process.

We work with more than 100 insurance agencies and recruiting organizations, including teams across Aflac and Colonial Life .

Chatstrike is profitable, growing quickly, and still a very small team. That means customers get an unusually high level of personal attention — and the people who join us have an unusually large impact on how the company develops.

We’re now hiring our first person dedicated to client strategy and operations .

We’re looking for an exceptional Client Strategy & Operations Manager to work directly with Chatstrike’s founder and CEO and gradually take ownership of much of the customer side of the business.

This is not a traditional customer success role.

Your job will be to understand how our customers recruit, identify where they can improve, help them get better results from Chatstrike, and build the processes that allow us to deliver an excellent customer experience as we grow.

One day you might analyze why an agency’s interview scheduling rate has fallen. The next you might onboard a new customer, help an existing client redesign part of its recruiting workflow, coordinate a product issue with engineering, or identify an opportunity to expand an account.

You’ll be part client strategist, operator, customer success leader, and product partner .

Initially, you’ll work closely with the CEO on many customer relationships. Over time, the goal is for you to independently own more of those relationships and build the client operations function around you.

You will:

• Own relationships with a growing group of Chatstrike customers
• Onboard new customers and get them successfully launched
• Train agency owners, recruiters, and recruiting leaders on how to use Chatstrike effectively
• Analyze customer recruiting performance and identify opportunities to improve results
• Help clients improve metrics such as applicant response, scheduling, interview show rates, follow-up, pipeline conversion, and pre-licensing progress
• Proactively identify customers who need help before problems become churn risks
• Lead regular customer check-ins and follow through on action items
• Help customers adopt new Chatstrike products and features
• Identify expansion opportunities within existing accounts and bring the CEO into strategic conversations when appropriate
• Turn customer feedback into clear product recommendations
• Work closely with engineering to communicate bugs, workflow problems, feature requests, and product opportunities
• Help improve onboarding, training, support, reporting, and internal customer processes
• Handle many of the day-to-day customer issues currently managed directly by the CEO
• Build the systems and processes that allow Chatstrike to remain highly responsive and personal as the company grows

The person who succeeds in this role will probably be unusually strong across several dimensions.

You are:

Smart and analytical.

You can look at a customer’s situation, understand what is happening, separate symptoms from the underlying problem, and recommend what to do next.

Excellent with people.

Our customers are busy business owners and recruiting leaders. You’re warm, patient, clear, professional, and easy to work with.

Highly organized.

You can manage dozens of conversations, commitments, and follow-ups without dropping balls.

You can explain something complicated simply, write an excellent five-sentence email, and communicate confidently with senior customers.

Resourceful.

You don’t need a detailed playbook for every situation. You investigate, form a point of view, and figure things out.

Comfortable with data.

You don’t need to be a…