Operations & Customer Success Manager

A5. Operations & Customer Success Manager
Reports to: VP Sales / Global Revenue Leader (or CEO pre‑VP hire) Type: Full‑time, remote Comp: Base + bonus tied to NRR, upsell attach rate, churn rate, SLA adherence

Mission
Own the client relationship and operational execution from Day 1 onboarding through renewal and expansion. Protect MRR, grow it through upsells, and ensure Effiqo’s deployment + support operations run fast, clean, and predictable.

Required Skills — Must Have All Of:
Onboarding & Activation: Run structured onboarding within Effiqo’s 72‑hour SLA, configure/QA AI Revenue Agents (Elyse™/Xavyer™), drive first booked job

Operations Management: Own deployment workflows, SOPs, SLA tracking, ticket volume, and integration reliability

Upselling: Identify expansion triggers (new locations, agent add‑ons, tier upgrades) and run value‑driven upsell conversations

Churn Minimization: Maintain proactive health scoring (usage, call volume, booked jobs, sentiment), catch red flags early, run save conversations

Forecasting: Maintain accurate renewal + expansion forecasts feeding company‑wide revenue models

QBRs / Reporting: Run quarterly/monthly business reviews showing ROI tied to the Missed Revenue Audit™ baseline

Technical Fluency: Comfortable in GHL + ServiceTitan/Housecall Pro/Jobber integrations; troubleshoot client‑side issues

Voice‑of‑Customer: Feed product + marketing real client language, objections, feature requests, and case‑study wins

6+ years experience

Nice‑to‑Have:
Vertical SaaS or home‑services software experience

Owned a book of business with NRR targets

Bilingual (English/Spanish)

30/60/90 Success Metrics
30 days: Fully ramped on product, onboarding SOP, and inherited accounts

60 days: First upsell/expansion conversation; churn‑risk accounts identified + worked

90 days: NRR + churn tracked monthly; onboarding consistently ≤ 72 hours; ops workflows documented + optimized