Client Success Operations Manager

Job Description

Job Description

Description:

ABOUT BUSINESS INFORMATION GROUP, INC (“big”)

Technology in construction is evolving faster than ever and managing it has become increasingly complex. From ERP systems and cybersecurity to infrastructure, analytics, cloud platforms, and operational workflows, the construction industry needs more than just a point solution. They need a partner that understands how the ecosystem works.

Since 1992, Business Information Group has helped organizations modernize technology, improve operational visibility, reduce risk, and create scalable foundations for growth. We work alongside our clients as an extension of their business, helping teams make smarter decisions, streamline operations, and find value from the systems they rely on every day.

Our mission? To serve as an extension of our clients’ business by delivering practical technology solutions that drive clarity, efficiency, and long-term business transformation. We believe technology should simplify operations, not complicate them. Our goal is to help clients connect systems, teams, and data in a way that supports confident growth and better business outcomes.

Job Summary

The Client Success Operations Manager leads the post-sales strategy, manages the client success team and operations by optimizing internal processes, data analytics and tech stacks to drive client retention strategies, revenue growth through long-term valued service engagements, and scale efficiently.

Position Details

Department: Business Operations

Reports To: Vice President, Client Success

Exemption Status: Salaried Exempt

Location: Remote

Essential Duties and Responsibilities 

• Develop and execute client engagement strategies that strengthen relationships, support long-term retention, and create consistent value across the client lifecycle.
• Establish and maintain client success playbooks, processes, and operating rhythms that promote proactive service delivery, timely follow-up, and a consistent client experience.
• Lead recurring client business reviews, including monthly, quarterly, and annual touchpoints, to assess client priorities, review outcomes, identify risks, and uncover opportunities for expanded engagement.
• Partner cross-functionally with sales, delivery, operations, and technical teams to align internal resources with client goals and ensure a coordinated approach to client support and issue resolution.
• Monitor client health, retention trends, satisfaction feedback (NPS), recurring revenue (ARR), renewal activity, and other key performance indicators to identify risks, trends, and opportunities for improvement.
• Translate client feedback, data insights, and service trends into actionable recommendations that improve internal processes, service quality, and overall client outcomes.
• Manage high-priority client relationships and escalations by facilitating clear communication, coordinating internal action plans, and driving timely resolution of concerns or roadblocks.
• Support client expansion and renewal efforts by identifying opportunities to deepen partnerships, increase adoption of services, and connect client needs with appropriate BIG solutions.

Management Duties and Leadership Responsibilities

· Set clear goals, provide regular feedback, and conduct performance evaluations for direct reports.

· Support employee development through coaching, mentoring, and growth opportunities.

· Foster an inclusive, high-performing team culture aligned with company values.

· Address performance and conduct issues promptly and professionally.

· Ensure compliance with company policies in partnership with HR and support cross-functional collaboration.

· Assist with interviewing and selection and workforce planning, and onboard and train new team members.

Requirements:

Position Details, Work Environment & Physical Requirements 

• Standard office hours for this role are Monday – Friday, 8:00am – 5:00pm local time zone. 
• This is a full-time, exempt role. 
• This is a remote role with eligibility to work from approved states in the United States. 
• Travel for this role is minimal. 
• Ability to sit for extended periods and use a computer and keyboard for long durations. Frequent typing and use of a mouse, with fine motor skills required for accurate data entry and navigation. Must be able to maintain good posture and adjust seating and workstation to minimize physical strain.

Education, Qualifications & Experience

• Bachelor’s degree in business, technology, operations, client success, or a related field preferred; equivalent combination of education and relevant experience may be considered.
• Five or more years of experience in client  success, account management, business operations, or a related client-facing  role, preferably within technology, construction technology, or professional  services.
• Demonstrated experience leading, coaching, and  developing team members while building scalable processes and supporting a  high-performing team environment.
• Strong ability to influence and collaborate across departments to align client needs, operational priorities, and business outcomes.
• Proven ability to analyze client data, identify trends, assess risk, and translate insights into clear recommendations, dashboards, or executive-level updates.
• Working knowledge of client retention strategies, renewals, forecasting, recurring revenue models, and expansion opportunities.
• Excellent written and verbal communication skills, including the ability to facilitate executive-level conversations, navigate sensitive client issues, and present information clearly and professionally.
• Comfortable using CRM, client success, business intelligence, project management, and related technology platforms to manage client activity, reporting, and operational workflows.

Equal Opportunity Employer

It is the policy of Business Information Group, Inc. to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. All employees are subject to a pre-employment screening process including a background check and drug screen. In addition, we will provide reasonable accommodations for qualified individuals with disabilities. If you require reasonable accommodation in completing the application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to the Human Resources department.