Findigs, Inc.

Operations

• Provide executive oversight of offshore operations, ensuring cultural leadership, high-engagement atmosphere and alignment with U.S. strategy.
• Own day-to-day execution across Underwriting, Pet Verification, Tagging, and Support.
• Grow and manage U.S. operations, driving performance, growth, and integration with international teams.
• Lead, mentor, and hold operational managers accountable to business goals.
• Oversee staffing strategy, workforce planning, hiring, and cost efficiency.
• Partner with QA/Training to enhance onboarding, training, and quality controls.
• Collaborate with Business Operations, Product, and finance to streamline workflows, scale processes, and drive forecasting.
• Drive support excellence by monitoring KPIs and surfacing insights through BI, analytics, and AI tools.
• Travel at least twice annually to regional offices to onboard, align, and connect in person.

Senior Manager, Global Operations and Support

Customer Success Manager

• Serve as a strategic advisor and primary point of contact for a portfolio of enterprise and key mid-market clients, ensuring they achieve their business outcomes using the Findigs platform.
• Develop and execute strategic account plans that drive platform adoption, retention, and expansion opportunities within your portfolio.
• Lead executive business reviews (EBRs) and quarterly business reviews (QBRs) with key client stakeholders to report on value, share insights, and align on future goals.
• Proactively monitor account health and product usage to identify and mitigate risks, while also uncovering opportunities for growth and expansion.
• Partner with Sales and Implementations to facilitate seamless handoffs from the sales cycle and collaborate on renewal and expansion strategies.
• Act as the voice of the customer, translating complex client feedback and requirements into actionable insights for our Product and Engineering teams.
• Contribute to scaling and refining our customer success practice by helping define playbooks, processes, and best practices for our enterprise segment.
• Navigate and resolve complex client escalations with a sense of urgency, collaborating with internal teams to ensure timely and effective resolution.
• Mentor and guide members of the Customer Success team, sharing your expertise in enterprise account management.

Senior Manager, Global Operations and Support

Enterprise Customer Success Manager