ViReal

Customer Success Manager

• Own customer success and client management across all active accounts. Reports, calls, escalations, retention.
• Build and maintain client reporting frameworks that are modular and scalable
• Manage difficult client conversations. Underperformance, scope issues, churn risk.
• Own financial operations: payments, expenses, reconciliation, filing deadlines, accountant liaison, etc
• Design and maintain operational documentation and workflows. Notion, SOPs, playbooks, knowledge base.
• Manage multiple team members. Set standards, give feedback, ensure nothing falls through the cracks.
• Embed AI and automation into operational workflows. Use Claude, scripting, and tooling to build leverage around yourself and the team.
• Report upward to the CEO and COO with clarity and consistency. Absorb complexity, surface clean information.
• Create genuine leverage for leadership by taking things fully off their plate.

Head of Operations and Client Success