Head of Client Success

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

📋 Description

• Take ownership of the entire client lifecycle for dealership accounts from start to finish.

• Manage client communication schedules, including monthly check-ins, weekly touchpoints, performance reports, and quarterly business reviews.

• Actively monitor client performance through the use of internal dashboards and AI tools.

• Establish, track, and enhance KPIs and performance benchmarks.

• Handle escalation frameworks (Green / Amber / Red / Critical).

• Supervise key operational aspects: payroll cycles, pay reviews, leave approvals, and ad-hoc client requests.

• Identify workflow deficiencies and redesign standard operating procedures (SOPs) based on data insights.

• Ensure ongoing enhancement of the client experience.

• Oversee the onboarding process for all new placements.

• Lead client integration meetings focusing on KPIs, task design, and success criteria.

• Manage the 90-day onboarding lifecycle and transition to active status.

• Recognize trends and enhance onboarding processes and SOPs.

• Build and expand the Client Success team (CSMs, Onboarding Lead).

• Provide training and mentorship to team members.

• Standardize processes to maintain consistency in client service delivery.

• Assist in designing department structure and operational rhythms.

• Collaborate closely with internal tools to monitor performance, diagnose issues, and refine workflows.

• Contribute to the advancement of AI-driven client success tools.

⛳️ Requirements

• Demonstrated leadership experience in Client Success, Account Management, or Operations.

• Strong analytical abilities (KPIs, dashboards, data-driven decision-making).

• Exceptional English communication skills (both written and verbal).

• Proficiency in using AI tools and modern software.

• Strong people management skills and ability to handle stakeholders effectively.

• Capacity to excel in startup environments and create systems from the ground up.

• Experience in the automotive dealership sector (Sales, Service, Accounts, F&I, etc.) is desirable.

• Familiarity with Australian dealership systems (DMS) is a plus.

• Experience with SQL, BI dashboards, or data tools is advantageous.

🏝️ Benefits

• 20 days of Paid Time Off.

• Referral Bonus – 70 AUD for each successful referral to the Wingman platform (paid at the one-month mark with a client contract).

• Annual Trip – connect with the wider Wingman community in person.

• Dedicated Support Contact (CSM) – a resource to help you succeed and maintain connections.

• Access to a Network – collaborate with fellow contractors and onshore specialists.

• Opportunities to Upskill – optional sessions, peer learning, and developmental pathways.

• More Work, More Opportunity – potential for additional contracts, Statements of Work, or expanded workloads.

• High-Impact Projects – collaborate with top-tier Australian partners on significant assignments.

• Flexibility First – deliver your work your way, with full autonomy in achieving outcomes.

• Advisory Support – HR, tax, and setup guidance available to ensure seamless contracting.

• 100% Work-From-Home Contracts – all engagements designed for remote delivery.