Manager, Customer Success, Account Leaders & Product Operations

Join a National Top Workplace

Named a Top Workplace in the USA and Top Remote Workplace, Kobie is where the best minds in loyalty come together, driven by passion and innovation. We're always looking for talented individuals who are ready to join a collaborative, growth-focused culture. As a partner to some of the world's most recognized brands, we are leaders in loyalty, helping brands build lasting emotional connections with their consumers.

Join Us from Anywhere

While our headquarters are nestled in sunny St. Petersburg, Florida, Kobie embraces a flexible work environment, offering teammates the freedom to work remotely. We understand the importance of work-life balance and support our team with:

• Flexible Time Off to recharge when needed
• Nine Company-Wide Holidays
• A diverse suite of benefits prioritizing your growth, development, and personal well-being

Kobie is a values-led organization where we believe that everyone is a leader, regardless of their position or role.

Travel Requirements: As a remote-first organization headquartered in St. Petersburg, Florida, Kobie values meaningful in-person connection and collaboration that strengthens our teams, supports our clients, and enhances our culture. While travel requirements vary by role, periodic travel may be required to support business objectives, team collaboration, customer engagements, training, and company events. Candidates should be able and willing to travel as needed to fulfill the responsibilities of the role.

The incumbent is accountable for the overall management, communication, performance, and development of the Account Leadership and Product Operations teams. The Customer Success Manager must serve as the in-house steward of client relationships, business performance, operational health, forecasting accuracy, strategic planning, and partner engagement across assigned programs.

This position is responsible for ensuring contractual commitments are met, client communications are timely and accurate, business reviews provide strategic value, operational risks are proactively managed, and client expectations are consistently exceeded.

The incumbent will lead a team of Account Leaders and Product Operations professionals and is responsible for ensuring the successful day-to-day management of client relationships, governance activities, forecasting processes, partner communications, and operational commitments while continuously identifying opportunities to improve team capabilities, automation, scalability, and overall client experience.

The Customer Success Manager is expected to operate independently, make sound business decisions, and provide leadership that enables the Senior Director to focus on strategic priorities rather than routine client or operational issues. This role is expected to develop future leaders, strengthen client partnerships, and drive innovative solutions that support long-term organizational growth.

How you will make an impact

• Lead, manage, develop, coach, and mentor Account Leaders and Product Operations team members.
• Conduct performance evaluations, coaching sessions, development planning, interviewing, hiring recommendations, and performance management activities.
• Establish performance expectations and ensure accountability for responsiveness, accuracy, communication quality, execution, and client satisfaction.
• Lead, protect, and grow client relationships through proactive stewardship and strategic partnership.
• Ensure client communications, reporting, presentations, and deliverables are timely, accurate, professional, and solution-oriented.
• Review and oversee client-facing communications to ensure consistency, quality, and alignment with organizational standards.
• Lead Executive Business Reviews, Quarterly Business Reviews, Monthly Business Reviews, governance meetings, and strategic planning sessions.
• Ensure business reviews deliver meaningful insights, operational trends, recommendations, and actionable business outcomes rather than historical reporting alone.
• Maintain accountability for client satisfaction, relationship health, and contractual obligations.
• Serve as the primary client escalation point prior to Senior Director involvement.
• Ensure operational issues, business risks, and client concerns are addressed proactively and resolved effectively.
• Oversee Voice of the Customer reporting, customer experience insights, operational trend analysis, and client recommendations.
• Ensure Account Leaders provide timely and accurate client responses while maintaining strong client relationships and operational awareness.
• Lead Product Operations activities including forecasting, redemption planning, inventory risk identification, partner management, and operational readiness activities.
• Ensure forecasting methodologies provide accurate projections and support effective business planning.
• Partner with vendors, fulfillment providers, clients, and internal departments to improve performance and resolve operational challenges.
• Identify operational, client, inventory, fulfillment, and reputational risks before customer impact occurs and implement mitigation strategies.
• Drive accountability for partner communications, fulfillment performance, and cross-functional collaboration.
• Support strategic planning, business growth opportunities, operational enhancements, and client retention initiatives.
• Develop future Customer Success, Client Services, and business leaders through mentorship, coaching, and growth opportunities.
• Foster a culture of ownership, accountability, innovation, proactive communication, and customer advocacy.
• Drive continuous improvement through automation, process optimization, technology enhancements, and creative problem solving.
• Escalate only significant business, client, financial, or reputational risks requiring executive visibility while ensuring comprehensive documentation and recommended next steps are provided.
• Successfully manage daily client and operational responsibilities while building a stronger, more scalable, and future-ready organization.

What you need to be successful

Education and/or Experience

Bachelor's Degree or equivalent business experience preferred. Five or more years of leadership experience in customer success, client services, account management, contact center operations, product operations, program management, or related disciplines preferred.

Leadership Skills

Demonstrated ability to lead teams, influence stakeholders, develop future leaders, and drive accountability across diverse business functions.

Analytical Skills

Ability to analyze operational performance, client trends, forecasting data, customer insights, and business results to develop actionable recommendations and strategic plans.

Business Acumen

Strong understanding of client relationship management, program performance, operational execution, vendor management, and strategic planning.

Core Competencies

• Strong work ethic and willingness to go the extra mile
• Customer-first and client-centric mindset
• Exceptional communication and presentation skills
• Strong de-escalation and conflict resolution abilities
• High degree of autonomy and accountability
• Strategic thinker with operational discipline
• Proactive and solutions-oriented approach
• Innovation and continuous improvement mindset
• Strong leadership and coaching capabilities
• Ability to influence and drive results through others

Who we are

As a trusted partner, Kobie delivers market-leading, end-to-end loyalty solutions designed to enable customer experiences for the world's most successful brands. We do this with a strategy-led technology approach that uncovers the truth behind what drives consumers on an emotional level. We believe that our team's passion and expertise are the driving forces behind our success and are proud to be named a Top Workplaces in the USA, where the best and brightest in loyalty drive our mission of growing enterprise value through loyalty.

A place for all

We celebrate and embrace diversity at Kobie!

Employment at Kobie is based solely on an individual's merit and qualifications, which are directly related to professional competence. We do not discriminate against any teammate or applicant because of race, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy, or any other characteristic protected by applicable law.

We are fiercely committed to fostering a workplace where teammates can bring their authentic selves to work every day. Our DEI initiatives, including various committees, ensure that principles of equity, diversity, and inclusion are deeply ingrained throughout Kobie. While our leadership team fully supports our policy of nondiscrimination and equal opportunity, it is the responsibility of all teammates to uphold these values.

Ready to join us?

If you're ready to make an impact and grow in a supportive, innovative environment, we'd love to hear from you. Apply today and join the best and brightest in loyalty!