Trellance Cooperative Holdings, Inc.

Customer Success Manager

• Serve as the primary relationship owner for AI Studio’s credit union clients - building trusted, long-term partnerships with credit union executives and leadership teams.
• Act as the day-to-day point of contact for client inquiries, engagement updates, program participation, and issue resolution.
• Onboard new credit union clients, ensuring a smooth, professional, and value-forward experience from initial engagement through active participation.
• Develop and execute a Client Engagement Plan - tracking participation across AI Studio’s service offering, proactively identifying opportunities to deepen client value.
• Ensure that all client information, interactions, engagement history, etc is kept current.
• Collect and synthesize client feedback, surfacing insights that inform AI Studio’s evolving service priorities and strategic direction.
• Lead project management (advisory or technical engagements) - maintaining and executing project plans, timelines, milestones, deliverable tracking, and stakeholder communications.
• Coordinate cross-functional teams (internal staff, fractional experts, and external partners) to ensure on-time, high-quality delivery.
• Develop and maintain standardized engagement frameworks, templates, and tools to support consistent and scalable service delivery.
• Monitor engagement progress and proactively identify and resolve risks, blockers, or scope changes in coordination.
• Track and report on engagement performance metrics, client satisfaction, and delivery quality.
• Manage the full lifecycle of engagements from scope finalization and contracting through delivery and close-out.
• Provide project management support for internal initiatives, where applicable.
• Manage and maintain Statements of Work (SOWs) and Master Service Agreements (MSAs) in alignment with AI Studio’s service offerings.
• Oversee AI Studio’s billing and invoicing operations, ensuring timely, accurate invoices. Involves coordination with financial operations partners for processing and financial reporting.
• Develop, document, and continuously improve AI Studio’s operational policies, procedures, and administrative workflows.
• Identify and help implement AI-first tools and systems for improved organization efficiency and scalability.
• Maintain accurate and organized documentation across all operational and risk/compliance functions, including contracts, templates, records, policies, procedures, etc.
• Ensure compliance with applicable regulatory and business requirements across contracts, policies, and operational processes.

Client Success & Operations Manager