Senior Customer Success Manager

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

📋 Description

• Act as a primary liaison for assigned clients.

• Perform regular check-ins with clients to collect feedback and evaluate engagement health.

• Proactively monitor client satisfaction and pinpoint areas needing improvement.

• Collaborate with recruitment, operations, and leadership teams regarding client issues or staffing updates.

• Track employee performance feedback and escalate concerns as necessary.

• Assist in ensuring prompt resolution of operational or service-related challenges.

• Maintain client records, meeting notes, and engagement updates within internal trackers or CRM systems.

• Generate straightforward reports on client feedback, retention risks, and engagement status.

• Support the coordination of onboarding for new clients and newly hired team members.

• Aid leadership in enhancing internal processes and initiatives aimed at improving customer experience.

• Follow up on outstanding action items and ensure that commitments to clients are fulfilled punctually.

• Oversee overall engagement health, including communication responsiveness, staffing stability, and client sentiment.

⛳️ Requirements

• Background in customer service, account management, operations, or client success.

• Excellent communication and relationship-building abilities.

• Organized and detail-oriented with strong follow-through skills.

• Capable of managing client-facing conversations with professionalism.

• Proficient in Google Workspace, Microsoft Office, or CRM tools.

• Experience in outsourcing, staffing, or BPO environments is advantageous.

• Familiarity with managing US-based clients.

• Knowledge of project coordination or operations support.

• Ability to create simple reports and presentations.

• Previous experience in gathering customer satisfaction feedback or conducting surveys.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health and wellness benefits.

• Opportunities for professional development and career advancement.

• Flexible work schedule and remote work options.

• Supportive and collaborative team environment.