Customer Success Manager

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

📋 Description

• Act as the main point of contact for a portfolio of valuable clients

• Oversee the onboarding process and guarantee successful product utilization

• Cultivate and sustain robust, long-lasting client relationships

• Deliver proactive account management and continuous customer support

• Enhance customer retention through proactive engagement and value creation

• Identify opportunities for upselling and cross-selling in partnership with Sales and Product teams

• Educate clients on additional products, services, and solutions

• Offer client training, resources, and guidance to maximize product effectiveness

• Respond to client inquiries regarding products, reports, deliverables, and services

• Provide recommendations and advice based on industry best practices

• Serve as an escalation point for client issues, ensuring prompt and effective resolution

• Collaborate with Support, Product, and Engineering teams to meet customer needs

• Relay client feedback and market insights to relevant internal parties

• Support cross-functional projects and strategic initiatives

• Effectively manage multiple priorities while consistently meeting deadlines

• Work closely with analysts and team members to achieve collective objectives

• Assume responsibility for special projects and additional tasks as needed

⛳️ Requirements

• 2–5 years of experience in customer-facing roles, ideally in Payments, E-commerce, Risk Management, or a related field

• Demonstrated success in providing exceptional customer service and fostering strong client relationships

• Outstanding written and verbal communication skills

• Fluent English is mandatory

• Proficiency in Chinese is a plus

• Exceptional interpersonal, negotiation, and relationship management abilities

• Strong organizational and time management skills

• Solid analytical and problem-solving capabilities, with the ability to transform data and insights into practical recommendations

• Comfortable communicating with clients regularly via phone and other channels

• Proficient in Microsoft Office, especially Excel

• Familiarity with CRM/CMS platforms like Salesforce or HubSpot is advantageous

• Keen attention to detail and a commitment to excellence

• Ability to juggle multiple tasks and adapt to evolving priorities

• Sound judgment and the capacity to make effective decisions in a dynamic environment

• Strong general computer skills

• Comfortable working with sensitive and potentially high-risk web content

• Highly self-motivated, collaborative, and team-oriented

• Bachelor’s degree or higher is preferred

🏝️ Benefits

• Full-time employment

• Remote work arrangement