Client Success Manager

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Oversee and nurture robust relationships with current clients throughout their lifecycle.

• Enhance client retention by pinpointing needs, concerns, and opportunities to elevate their experience.

• Comprehend client objectives and ensure they derive ongoing value from paid products and services.

• Recognize opportunities for account expansion and product engagement to increase revenue.

• Foster referral business through strong client connections.

• Track client engagement and product utilization to identify accounts that may require support.

• Perform proactive outreach to clients and address any potential issues.

• Collect and analyze NPS and CSAT feedback.

• Follow up on feedback and coordinate actions aimed at enhancing the client experience.

• Collaborate with internal teams to resolve client issues and ensure prompt follow-through.

• Keep precise records of client interactions, account activities, feedback, and potential opportunities.

• Identify trends and insights from client discussions, product use, and feedback.

• Share relevant findings with internal stakeholders.

• Support initiatives that enhance client retention, engagement, referrals, and account growth.

• Maintain consistent and professional communication—both written and verbal—with clients.

⛳️ Requirements

• Prior experience in Client Success, Customer Success, Account Management, Client Relationship Management, or a similar client-facing capacity.

• Proven ability to manage and cultivate relationships with existing clients.

• Experience in supporting client retention and fostering account growth is highly desirable.

• Strong commercial insight with the ability to identify opportunities within current client accounts.

• Outstanding written and verbal communication skills in English.

• Excellent interpersonal and relationship-building abilities.

• Proactive in client engagement, follow-up, and problem resolution.

• Strong organizational and time-management capabilities.

• Ability to juggle multiple client relationships and priorities effectively.

• Competence in understanding client needs and translating them into actionable steps or internal coordination.

• Familiarity with client satisfaction and engagement metrics such as NPS and CSAT.

• Data-driven and comfortable analyzing product usage or client activity to uncover engagement trends and opportunities.

• Keen attention to detail and ability to maintain accurate records for clients and accounts.

• Self-motivated and capable of working efficiently and independently in a remote setting.

• Willingness to work a schedule that may include weekends based on business needs.

🏝️ Benefits

• Work from Home

• Holiday schedule aligns with Philippine holidays