[Hiring] Customer Success Specialist @Savvital

Role Description

The Customer Success Specialist at Savvital operates as an operational and implementation consultant rather than a traditional account coordinator. In this role, you will serve as a trusted business advisor to Savvital clients—conducting deep-dive operational reviews, building custom delegation roadmaps, standardizing workflows, and systematically unlocking VP capacity to drive tangible client growth.

Mission: Transform how Savvital clients delegate, build processes, and operate their businesses—ensuring maximum VP utilization and measurable hours saved for client leadership.

Key Responsibilities

• Strategic Client Implementation & Coaching
  • Lead Weekly Client Sessions: Facilitate structured, outcome-driven weekly meetings focused on operational capacity, time tracking, delegable tasks, and workflow bottlenecks (rather than basic status updates).
  • Build & Maintain Delegation Roadmaps: Map client operations to design living, 30/60/90-day blueprints that continually transition high-volume, repetitive, or tactical responsibilities from the business owner to the VP.
  • Unlock & Expand VP Utilization: Proactively identify new operational areas where VPs can add value (e.g., Insurance Operations, CRM/Accounting Support, Marketing, Client Communications, SOP Creation, AI-assisted workflows).
• Process Improvement & Workflow Optimization
  • Standardize Operations: Partner directly with clients to document Standard Operating Procedures (SOPs), map out end-to-end workflows, and eliminate redundant manual processes.
  • Integrate AI & Automation: Recommend relevant modern software, AI tools, and automation opportunities to streamline daily administrative and operational work.
• Strategic Business Advisory & Internal Coordination
  • Act as a Trusted Advisor: Respectfully challenge inefficient client habits, provide actionable operational insights, and position Savvital as an extension of the client's executive team.
  • Cross-Functional Collaboration: Serve as the strategic bridge between clients and Savvital's internal teams (Performance Managers, Operations, L&D, Recruitment, and Leadership) to deliver proactive, solution-oriented service.

Key Performance Indicators (KPIs)

• Increase in VP capacity utilization and responsibility expansion rate
• Estimated monthly hours successfully returned to business owners
• Number of documented SOPs and optimized workflows implemented
• Time-to-full-implementation for new client accounts
• Client retention rates, Client NPS, and account expansion/referral rates

Qualifications

• 4-5 years of experience in Customer Success, Operations Management, Business Consulting, Agency Operations, or Process Optimization.
• Demonstrated track record of analyzing business operations, identifying bottlenecks, and implementing SOPs/workflows.
• Background in Insurance Operations, Financial/Accounting Workflows, or Professional Services is a strong plus.
• Hands-on familiarity with modern operations technology, workflow automation tools, and AI-assisted productivity platforms.

Core Competencies

• Consultative Mindset: Outstanding critical thinking, business acumen, and problem-solving skills to diagnose underlying operational issues.
• Delegation & Change Management Coaching: Exceptional communication and interpersonal skills to guide, coach, and challenge business owners constructively.
• Workflow Architecture: Strong expertise in process mapping, SOP creation, and procedural documentation.
• Relationship & Project Management: High emotional intelligence, organizational discipline, and the ability to build immediate credibility with key stakeholders.

What Success Looks Like (At 6 Months)

• Your assigned clients operate with documented processes rather than relying on memory or ad-hoc tasks.
• Client business owners report a significant, measurable reduction in low-value task burden and more time spent on strategic growth.
• VPs demonstrate significantly expanded role ownership and integration into client operations.
• Savvital is entrenched as a strategic operational partner rather than an offshore staffing vendor.