The Manager, Sales Operations & Client Success owns the system behind the revenue engine and the health of the client after the sale.
Where the Strategic Accounts Manager is accountable for the outcome on named accounts, this role is accountable for the system that makes those outcomes repeatable: how leads are handled, how quickly the company responds, how clean the data is, how well a new client is onboarded, and whether the relationship stays healthy over time.
The role manages the Client Care team and the Sales Assistant, and works directly with the Chief Revenue Officer.
Your responsibilities include, but are not limited to:
- Lead flow and response management. Monitor every inbound lead from arrival through assignment. Ensure each one is engaged by the sales team within the agreed service standard, and escalate when it is not.
- CRM and data discipline. Own the accuracy and completeness of records in HubSpot. Monitor daily activity, correct gaps, and maintain the reporting foundation the Revenue Office depends on.
- Team leadership. Manage, coordinate and develop the Client Care team and the Sales Assistant. Set standards, run the daily rhythm, and hold the team to agreed service levels.
- Client onboarding. Own the new client's first impression. Make sure onboarding runs to a defined standard and that the client is properly set up before the first shipment moves.
- Documentation and compliance completeness. Ensure every required document and process is in place from day one. Customs work is document-heavy and incomplete files create real service and audit risk.
- Client health and retention. Maintain relationship health across the client base after the sale. Identify accounts at risk, run structured check-ins, and coordinate recovery where needed.
- Reporting. Deliver a weekly report to the Chief Revenue Officer against a defined set of metrics, so problems surface early rather than quietly.
- Revenue Office projects. Lead specific initiatives and improvement projects assigned by the Chief Revenue Officer.
- Cross-functional coordination. Work alongside Strategic Accounts and the Operations team so handoffs are clean and the client experience holds together end to end.
- Professional development. Stay current on tooling, process and industry practice.
About You
Must Haves:
- Experience managing or coordinating a small team, or running an operational support function
- Strong CRM discipline. HubSpot experience, or the ability to become proficient quickly
- Highly organized and process-minded, comfortable working from metrics and reporting
- Strong written and verbal communication
- Able to hold people to a standard, including people who do not report to them
- Comfortable building a process where none exists yet
Assets:
- Experience in logistics, freight forwarding or customs brokerage
- Familiarity with customs documentation and compliance requirements
- Post-secondary education in business or a related field
- Experience with client onboarding or account management
Good luck, and thank you for being part of our team!
