Client Success Operations Manager

Content marketing platform, Contentoo, is expanding! We are currently looking for a Client Success Operations Manager.

Are you a strategic thinker with a passion for operational excellence? We're seeking a Client Success Operations Manager to lead our efforts in providing exceptional support to our large Enterprise clients.

Welcome to Contentoo 

We are Contentoo, a successful, fast-growing scale-up based in Amsterdam. Contentoo links the top 10% of freelance content creators & translators all over the world with international companies like Sendcloud, Exact, and Swapfiets to meet their content marketing needs. We achieve this through our content creation platform. Our company culture is characterised by a positive outlook on life, creating opportunities, and having a great time together!

Responsibilities

• Operational Excellence: Oversee and manage the operational aspects of client success, ensuring execution of client goals, efficient processes, and scalable solutions.

• Strategic Mindset: Work alongside client success leadership and other internal and external stakeholders to develop and implement initiatives to optimise client satisfaction, retention, and growth.

• Financial Management: Take ownership of the financial close process, ensuring the validation of financial data accuracy and timely reporting.

• Documentation and Learning: Develop and maintain comprehensive standard operating documentation to facilitate process improvement and knowledge sharing.

• Risk Mitigation: Proactively identify and escalate potential risks to leadership to prevent and ensure smooth client operations.

• Collaborative Communication: confidence in building effective relationships with internal stakeholders such as CSM, Product, and Talent teams, but also with external stakeholders such as freelancers, to drive operational success.

What we expect from you

• Proven experience in operations management or client success, preferably within a start-up/scale-up environment

• Strong skill set and proficiency in navigating and managing raw data sets in Excel/Google Sheets

• Quick mind and affinity for process improvement to drive performance to client KPIs in a fast-paced environment.  

• You are fluent in English, both verbally and in writing;

• Excellent communication and interpersonal skills.

• You have a commercial mindset;

• Ability to think strategically and make data-driven decisions.

• Strong organisational and time management skills.

• Experience managing freelancers and auditing timesheets.

• You enjoy working in a fast-paced changing environment;

• Experience in the marketing industry is a big plus;

• You have a Bachelor's or a Master’s degree.

What we offer

• We offer the opportunity for you to be a true entrepreneur. We welcome your fresh ideas, and we will continuously coach you and guide you in your role; 

  • CSM career development framework

  • Content knowledge classes

  • Sales workshops

• Enjoy a flexible hybrid work model, with the option to split your time between working at our Amsterdam Houthavens office, which offers stunning views over the water, and working from home or another location.

• Be part of scale-up and grow together, the team currently consists of about 35 international team members, but we continue to grow. Our cultural pillars are: 

  • Optimistic: There is always a way

  • Grow: Do, make mistakes, learn

  • Real relationships: Human touch is key

  • Empathic: Open, honest, self-aware

  • Let's get it done: Together

• Teamwork is the core of our success, and we can’t wait for you to join our celebrations. This can be during a team boat tour, over lunch by Crisp, while drinking on our rooftop terrace, or with a game of Fifa or Mariokart in our lounge corner. 

A day in the life 

It’s Friday, the end of the week. Your team of freelance content managers across 15 different markets has been busy executing the weekly goals: auditing the scope of work from new assignments, creating new projects for their writers, and moving content through the publishing process with the help of your content assistants. Today, your job is to ensure everything is on track. You double-check with each content manager to confirm they're executing the workload properly and flag any issues that need resolution to your internal Leads.

Mid-morning, a content manager flags an issue in the Slack channel with one of the articles in progress. You review the situation and start diagnosing the problem—is it a user error, a content issue, or a product bug? After some investigation, you determine it's a product bug. You promptly create a ticket for the product team and escalate the issue in the Slack channel, making sure the team is informed and the next steps are clear.

Your focus throughout the week is managing communication with the content managers to ensure deadlines are being met and the client’s goals are achieved. Regular check-ins with your Strategic Customer Success Manager (CSM) Lead are key, as you align on client priorities (fiscal and operational), set deadlines, and manage any escalations that come up. The CSM Lead acts as a buffer between the operations team and the client, keeping the client shielded from day-to-day issues, as they prefer to stay out of the operational details.

It’s month-end, and over 500 articles have been successfully published. Now, it’s time for the financial review. You download the data, audit it for any exceptions, and clean it up for the client’s invoice review. 

At the end of the day, you wrap up by syncing with your internal Leads, making sure any outstanding issues are addressed. After a productive day, you close your laptop and enjoy a well-deserved moment of relaxation.

Sounds good?

We’re looking forward to your application! :)