This role is open to candidates based in LATAM, Africa, and Eastern Europe. Please note that as this role supports U.S.-based clients, candidates must be available to work during U.S. business hours aligned with the client’s time zone.

Our client is seeking a highly organized and proactive Customer Operations & Implementation Manager to lead the operational customer journey from contract signing through implementation, onboarding, and ongoing operational support. This role is critical to delivering a seamless customer experience by coordinating cross-functional teams, improving operational processes, and ensuring customers are successfully onboarded and supported throughout their lifecycle.

Role Overview

The Customer Operations & Implementation Manager will be responsible for overseeing customer onboarding, implementation, operational coordination, technical support workflows, CRM management, and customer success operations. The Customer Operations & Implementation Manager will collaborate closely with Sales, Product, Engineering, and Customer Success teams to ensure customers launch successfully, operational processes remain efficient, and customer issues are resolved proactively. This role is ideal for someone who enjoys project coordination, process optimization, cross-functional collaboration, and building scalable operational systems that improve the customer experience.

Location

Fully Remote | 9:00 AM - 5:00 PM EST

Key Responsibilities

Customer Onboarding & Implementation

• Coordinate the implementation process from signed contract through successful customer launch.

• Schedule and manage kickoff meetings, onboarding sessions, and implementation calls.

• Collect, validate, and organize onboarding documentation and customer information.

• Coordinate customer training sessions and monitor implementation milestones.

• Ensure customers successfully launch according to established timelines.

Customer Operations

• Serve as the primary operational point of contact during onboarding and implementation.

• Manage customer communications related to onboarding, implementation, training, and follow-up activities.

• Maintain implementation documentation, SOPs, and operational workflows.

• Monitor customer progress and proactively identify operational gaps.

Technical Support Coordination

• Receive, triage, and coordinate technical support requests.

• Collaborate with Product and Engineering teams to resolve customer issues.

• Monitor support tickets through resolution and confirm successful issue resolution with customers.

• Provide proactive communication throughout the support lifecycle.

Systems & Operational Management

• Manage customer workflows and records within HubSpot or similar CRM platforms.

• Build, maintain, and optimize operational automations.

• Maintain accurate implementation dashboards and customer records.

• Document internal processes and continuously improve operational efficiency.

Customer Success Operations

• Conduct 30-, 60-, and 90-day customer check-ins.

• Track customer health, adoption, and engagement metrics.

• Identify at-risk customers and coordinate proactive engagement strategies.

• Support customer renewals through operational planning and cross-functional collaboration.

Qualifications

Experience

• 3+ years of experience in customer operations, implementation management, or a related operational role.

• Experience coordinating cross-functional teams including Sales, Product, Engineering, and Customer Success.

• Experience managing customer onboarding and implementation projects.

• Experience working with CRM platforms, preferably HubSpot.

• Experience managing multiple projects, priorities, and deadlines simultaneously.

Skills

• Strong project management and organizational skills.

• Proficiency with HubSpot or similar CRM platforms.

• Experience building and managing operational workflows.

• Experience documenting SOPs and operational processes.

• Strong customer communication and stakeholder management skills.

• Strong analytical and problem-solving abilities.

• Ability to coordinate multiple teams and initiatives simultaneously.

• Excellent written and verbal communication skills in English.

• Strong attention to detail and follow-through.

• Ability to identify opportunities for process improvement and operational efficiency.

What Success Looks Like

• Customers are successfully onboarded and launched with minimal friction.

• CRM records, dashboards, and implementation tracking remain accurate and up to date.

• Internal stakeholders receive timely updates on implementation progress and risks.

• Operational processes are standardized, documented, and continuously improved.

• Customers experience a smooth, professional, and consistent onboarding journey.

• Technical issues and escalations are resolved proactively with clear customer communication.

Opportunity

This is an excellent opportunity for an operations professional who enjoys improving customer experiences through process excellence and cross-functional coordination. As the Customer Operations & Implementation Manager, you'll play a key role in building scalable implementation processes, improving operational efficiency, and ensuring customers achieve long-term success while supporting the company's continued growth.

Application Process:

To be considered for this role these steps need to be followed:

• Fill in the application form

• Record a video showcasing your skill sets