Account Manager/Customer Success Manager

Account Manager/Customer Success Manager

Full Time | Remote | $70,000 - $100,000 usd OTE/yea

rAbout Your Startup Operation

sYour Startup Operations is a boutique agency providing operational services to small businesses. We work primarily with small business owners in the United States and our vision is to give power to the people who own small businesses by delivering white glove service while maintaining flexibility, care and affordability

.Our SCORE Value

• sSolution-focused: Think critically and propose solutions independently
• .Curiosity: Ask questions and actively seek understanding
• .Ownership: Take full accountability and responsibility for your role
• .Resourcefulness: Use all available resources to solve challenges or answer questions
• .Excellence: Deliver high-quality work and exceptional results

.The Rol

eThis is a high-touch, relationship-driven role — 60 to 80% of your week is live on calls with clients and VAs. Process mapping sessions, kickoffs, performance reviews, check-ins. You are the voice of Your Startup Operations to every client, and the person every VA looks to for guidance

.Your goal is to retain our clients and help professionally grow our VAs. The right person for this role is equally comfortable in mentoring VAs to be great operation assistants and developing relationships and being the expert when speaking with the clients. You have worked across different types of businesses and industries, which means you can walk into any client's world and get up to speed fast. You love mentoring people — not just delegating, but genuinely investing in a VA's growth. And you feel a real sense of pride when a small business owner says things finally feel under control

.Who You Ar

• eYou build trust quickly on calls — clients and VAs feel at ease with you, and you show up to every conversation prepare
• dYou are operationally minded — you love understanding how a business works and making it run bette
• rYou have experience working across a variety of business types and industrie
• sYou are a natural mentor — you invest in the people you train and take ownership of their succes
• sYou are highly organized and proactive — you don't drop balls and you don't wait to be reminde
• dYou are a clear, confident communicator in writing and on camer
• aAgency or small business experience is a strong plu

sDetail-oriented? Good. On your first interview, mention which SCORE value you most align with — at the end of the interview — for a big bonus

.Responsibilities

• :Serve as the primary point of contact for all clients from contract signed through the full engagemen
• tCollaborate and work with our recruitment team to select the VA best fit for our client
• sLead process mapping sessions on Miro — mapping workflows, identifying pain points, operational inefficiencies, and to build a plan on the 90 day onboarding for V
• AWork with the VA to build SOPs that get processes out of the founder's head and into a system the VA can run independentl
• yLead client kickoff calls and align both the client and VA on 90-day expectation
• sOnboard and train VAs through their first 90 days, developing their skills to be proactive, operational, and deliver the work the client need
• sLead weekly 90-day performance check-ins and catching issues early and keeping both sides aligne
• dAssist with making onboarding and account management processes more efficient and effectiv
• eMaintain retention rate of 90% month to mont
• hGrowth & Expansion: Identify opportunities to deepen client relationships, secure testimonials, and work with sales team on expansion and upsell strategie
• sReporting & Analysis: Track and report on client health metrics and analyze patterns across client engagements to identify improvement

sRecruiting Proces

1. sApplicatio
2. n5 min Culture Index surve
3. yRecruiter Screen (30 mins
4. )Interview with Jenna (45 mins
5. )Live Assessment with Jenna & Alexis (1 hour