Customer Operations Manager

Smith System exists to reduce collisions, protect drivers, and save lives. Crashes aren't accidents—they're predictable and preventable. For more than 70 years, Smith System has helped organizations build safer drivers through proven behavior-based training and modern driver risk management solutions. Position Summary The Customer Operations Manager is responsible for leading and developing a Customer Facing Team (CFT) while ensuring exceptional customer outcomes, strong client relationships, and long-term account retention. This role combines people leadership, customer strategy, and operational excellence to help customers achieve measurable fleet improvement results. Reporting directly to Operations leadership, this position plays a critical role in customer satisfaction, employee development, retention, renewals, and long-term business growth. Key Responsibilities Customer Relationship Management Create and maintain strong customer relationships that identify opportunities and reduce customer churn. Use discovery skills to understand customer goals and facilitate the goal-setting process. Guide customers on the continuous journey of fleet improvement. Execute contract renewals and maintain accurate CRM records. Conduct Quarterly Business Reviews (QBRs) and align customer objectives with Smith System solutions. Lead, coach, and develop Customer Facing Team members. Provide training, mentorship, and consistent performance feedback. Execute quarterly reviews and performance improvement plans. Identify employee strengths and align responsibilities to maximize team effectiveness. Develop employees through training, feedback, and career mentorship. Team Management & Operational Excellence Run weekly team meetings. Assign and prioritize team projects while monitoring bandwidth and team health. Hold team members accountable for predictable and accurate delivery of products and services. Remove obstacles that impede team performance and customer outcomes. Cross-Functional Leadership Partner with Customer Experience, Sales, Product, and Operations teams. Support customer retention and strategic account planning. Drive alignment between customer goals and Smith System solutions. Customer Facing Team Scope Customer Operations Managers guide teams in the delivery of Smith System products and services. Success is measured by: Customer Satisfaction Customer Retention Renewal Performance Team Performance and Development Achievement of Customer Goals Qualifications Required Bachelor's degree or equivalent combination of education and experience. 5+ years of experience in customer success, account management, operations, consulting, or related customer-facing functions. 3+ years of direct people leadership experience. Experience building customer relationships and improving customer retention. Strong communication, facilitation, and interpersonal skills. Experience conducting business reviews and managing stakeholder relationships. Strong organizational and problem-solving abilities. Proficiency with CRM platforms and business productivity tools. Preferred Experience leading customer success, account management, client services, or operations teams. Experience in SaaS, technology, fleet management, transportation, training, or telematics industries. Experience improving customer retention and operational performance. Familiarity with Salesforce, HubSpot, Monday.com, Geotab, Fleetio, or similar platforms. Experience hiring, onboarding, and developing high-performing teams. What Success Looks Like In the First 30 Days Learn Smith System products, customer workflows, and team responsibilities. Build relationships with team members, customers, and key stakeholders. Understand renewal processes, customer metrics, and team priorities. In the First 90 Days Establish credibility with customers and internal teams. Improve team execution and customer engagement. Implement development plans for team members. Demonstrate measurable progress against customer satisfaction and retention goals. Reporting & Structure This position reports directly to Operations leadership and partners closely with Customer Experience, Sales, Product, and other cross-functional teams. Why Join Smith System Mission-driven organization focused on protecting drivers and improving roadway safety. Opportunity to lead a high-impact customer-facing team. Direct influence on customer success, retention, and company growth. Collaborative culture focused on continuous improvement and employee development. Competitive compensation and benefits package. Hybrid work environment based in St. Louis Park, Minnesota. Compensation $110,000 – $130,000 annually depending on experience, skills, and qualifications. Equal Opportunity Statement Smith System is committed to diversity and inclusivity. We are proud to be an equal opportunity employer and welcome applicants from all backgrounds and experiences. #J-18808-Ljbffr