Client Success Manager

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

📋 Description

• Contribute as a member of a shared success team overseeing a portfolio of low-touch/tech-touch clients through automated and proactive engagement.

• Ensure ongoing, proactive communication utilizing scalable outreach methods (such as email campaigns, webinars, and automated check-ins).

• Monitor client health metrics and take preemptive measures to enhance retention and adoption.

• Take ownership of resolving client-reported satisfaction issues from identification to resolution.

• Collaborate with internal teams to manage escalations, ensure service level agreements (SLAs) are fulfilled, and clearly communicate updates to clients.

• Identify and pursue expansion opportunities (including AI, consulting, analytics, new modules, and increased usage tiers).

• Track client usage metrics, health scores, renewal probabilities, and feature adoption using dashboards.

• Initiate automated outreach based on usage thresholds (for example, when usage drops or spikes).

• Guide customers towards high-value features to enhance engagement and retention.

• Conduct regional or multilingual webinars for product updates, best practices, and “how-to” training sessions.

• Develop or curate knowledge base content for frequently asked questions and troubleshooting assistance.

• Utilize CRM, PowerBI, analytics, and automation tools to manage client portfolios efficiently at scale.

• Maintain precise client records, health scores, and engagement histories.

• Contribute to the enhancement of processes for low-touch/tech-touch client success initiatives.

⛳️ Requirements

• Experience: 2–4 years in Client Success, Account Management, or similar positions (preferably within SaaS, technology, or consulting sectors).

• Skills:

• Strong problem-solving, communication, and organizational capabilities.

• Ability to manage multiple client accounts simultaneously and at scale.

• Familiarity with CRM systems, analytics dashboards, and tech-touch engagement platforms.

• Proven experience in issue resolution and escalation management involving multiple stakeholders.

• Industry Knowledge: Familiarity with contact center operations, CRM platforms, AI solutions, or analytics is advantageous.

• Language: Proficiency in English.

• Willingness and capability to work US hours (night shift / alignment with US business hours).

🏝️ Benefits

• Opportunity to engage with an innovative, AI-driven organization that is transforming customer experience delivery.

• Collaborative, high-performance team culture with opportunities for professional growth.

• Exposure to advanced technology and leading global clients.