Customer Success Manager

Are you a strategic thinker with a passion for driving client success, optimizing processes, and leading operational initiatives? Do you thrive in a fast-paced environment where you can balance hands-on leadership with the ability to work autonomously? Petrelli Previtera is seeking a Client Operations Manager who will play a key role in overseeing client care operations, driving data-informed strategies, and collaborating with internal teams to deliver exceptional client service.

In this leadership role, you'll be integral to client onboarding, relationship management, and client care operations. You'll leverage data insights, refine processes, and work closely with sales, intake, and legal teams to ensure that client needs are met efficiently and effectively. Your ability to drive client success and collaborate across departments will be essential to this role.

As the Client Operations Manager, you'll have a significant role in shaping client care strategies and optimizing operational efficiency. You'll lead a small team, drive data-driven decisions, and collaborate across departments to continuously improve the client experience. This is a hands-on, strategic leadership position that offers you the opportunity to make a meaningful impact on both the client journey and the overall success of the firm.

• Client Onboarding & Relationship Management: Oversee the client onboarding process, ensuring new clients receive an exceptional and seamless experience. Manage ongoing relationships, ensuring clients' needs are met and issues are addressed proactively.
• Client Care Leadership: Take ownership of complex or high-touch client issues, ensuring that solutions are effective, fair, and aligned with both client needs and the firm's goals. Foster long-term satisfaction and trust with clients.
• Support Sales & Intake: Work closely with the sales and intake teams to ensure smooth transitions for new clients. Leverage client feedback and data to inform sales strategies and improve client acquisition processes.
• Data Analysis & Reporting: Analyze client data, feedback, and performance metrics to uncover trends and identify areas for improvement. Use insights to refine strategies and drive continuous improvement across client care processes.
• Process Optimization: Continuously evaluate and improve internal workflows, identifying inefficiencies and implementing solutions that enhance the client experience and streamline operations.
• Cross-Department Collaboration: Partner with attorneys and other internal teams to align client care strategies with broader firm goals. Facilitate communication between departments to ensure a seamless, high-quality client experience.

• Experience in Client Operations: 3-5 years of experience in client operations or client care roles, with a strong track record of managing client relationships and ensuring exceptional service delivery.
• Leadership Experience: 2-3 years of proven ability to lead and support a team, providing guidance, mentorship, and fostering a culture of excellence and accountability.
• Data-Driven Mindset: High level of comfort with analyzing large quantities of client data and performance metrics. Ability to derive actionable insights and implement data-driven improvements.
• Excellent Communication Skills: Exceptional verbal and written communication skills, with the ability to build and nurture strong relationships with clients and colleagues.
• CRM & Technology Proficiency: Ability to quickly adapt to new CRM systems and multisystem operations, using technology to improve workflows and enhance the client experience.

We offer a base salary of $100k in addition to providing comprehensive benefits, including health, dental, and vision insurance, paid time off (PTO), and a flexible holiday schedule. Petrelli Previtera has been recognized on the INC. 5000 list of fastest-growing companies in the U.S. and locally by the Philadelphia Business Journal. As part of a mission-driven and collaborative team, you'll have the chance to make a tangible impact, with opportunities for professional growth and leadership development.

Founded in 2017, Petrelli Previtera is committed to redefining the divorce experience by helping clients move from chaos to clarity, empowering them to live the life they desire. We pride ourselves on offering personalized, compassionate service and have earned recognition as one of the fastest-growing firms in the U.S. With a focus on client satisfaction and professional development, Petrelli Previtera provides an environment where talented professionals can thrive.