Client Success & Operations Manager

Trellance Cooperative Holdings, Inc.

Client Success & Operations Manager at AI Studio handling client relations and project management. Driving business operations and delivering value to credit union clients.

Posted 6/12/2026full-timeRemote • Florida • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

Bachelor’s degree in Business Administration, Finance, Operational Management, Communications, or a related field required plus a minimum of 5-7 years of progressive experience spanning client relationship management and/or project management OR High School Diploma or equivalent plus a minimum of 10 years of progressive experience spanning client relationship management, operations, and/or project management.
Experience working within or directly supporting the credit union, CUSO, fintech, or financial services industry strongly preferred.
Demonstrated experience managing SOWs, service agreements, or client contracts.
Proven track record of successfully managing multiple complex client relationships and project engagements simultaneously.

Benefits

Comp & perks

Periodic travel required for client meetings
Conferences
Other business engagements

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

project managementclient relationship managementengagement trackingrisk managementcontract managementbilling operationsoperational policiesservice agreementsperformance metricsdocumentation management

Soft Skills

communicationleadershiporganizational skillsproblem-solvingcollaborationclient engagementstrategic thinkingfeedback synthesisrelationship buildingcross-functional coordination