Client Success Partner

Job Description

The Client Success Partner is the primary relationship owner and trusted advisor for both Clients and their Offshore Filipino Teams. This role is responsible for ensuring exceptional service delivery, driving client retention and growth, and enabling offshore staff to perform at their highest potential. Success in this role is defined by deep, strategic client relationships, proactive issue resolution, and measurable impact on Monthly Recurring Revenue and retention.

In line with MultiplyMii's mission of building bridges between global businesses and emerging-world talent, the Client Success Partner works closely with Clients and their Offshore Filipino Teams to help them overcome cultural, technical, and logistical gaps. They serve as a strategic HR Advisor and ensure that the fundamental HR and offshoring needs of the Client are met, empowering them to build high-performing, remote Filipino teams confidently and strategically.

Key Performance Indicators: Client Relationship Excellence, MRR Custodianship, Remote Team Retention & Engagement

Key Skillsets: Proactive Relationship Management, Strategic Problem-Solving, Context-Based Decision-Making

This role is 100% work from home.

Responsibilities:

• Client Relationship Leadership: Build and sustain deep, strategic partnerships with Clients by understanding their business goals, anticipating needs, and proactively delivering solutions that drive measurable results. Serve as the primary point of contact and trusted advisor, ensuring alignment between Client Success and MultiplyMii's growth objectives.
• People and Performance Advisory: Partner with Clients to maximise offshore team performance through proactive coaching, clear performance frameworks, and engagement strategies that improve retention and productivity. Ensure HR processes support — rather than distract from — business outcomes.
• Offshore Filipino Team Performance Support and Development: Support Clients in the growth and development of their Offshore Filipino Teams through support in performance management and identifying and implementing training & development programs. Champion initiatives that enhance capability, collaboration, and long-term contribution.
• Proactive Risk and Issue Management: Continuously monitor relationship and performance indicators to identify risks early. Lead resolution strategies that protect client satisfaction, maintain operational continuity, and strengthen trust.
• Culture and Engagement Strategy: Design and implement initiatives that foster positive workplace cultures, helping teams stay engaged and aligned with Client outcomes and team retention.
• Talent Acquisition and Growth: Collaborate with current Clients to understand their talent needs and develop strategies for expanding their Offshore Filipino Teams efficiently through additional staffing services or roles.
• Compliance-Integrated Performance Support: Ensure all offshore team operations comply with relevant HR, payroll, and benefits requirements while seamlessly integrating these processes into a broader performance and retention strategy.

Results (Success Criteria)

• Account Revenue Growth and Protection: Grow and Retain Monthly Recurring Revenue (MRR) of the Account by proactively identifying and delivering value-adding opportunities such as generating new roles, increasing additional services, and delivering exceptional operations.
• Multiplier Retention Rate and Engagement: Improved retention of high-performing offshore staff, driven by strong HR management, development programs, and positive workplace cultures.
• Net Promoter Score (NPS) and Client Satisfaction: Achieve high Client satisfaction scores by delivering exceptional quality service and operational success and strategic HR value through effective team management and employee engagement initiatives.
• Reporting and Strategic Insights: Create and deliver timely, data-driven performance reports with actionable recommendations, resulting in improved team performance and high Client adoption of best practices.

Key Attributes:

• Strong relationship management and building skills - proven ability to manage multiple high-value accounts without losing depth of engagement
• Strong critical thinking and problem-solving skills
• Exceptional contextual thinking — can connect details across conversations, issues, and performance data.
• Strong commercial acumen - understands drivers of client revenue and retention
• Strong and effective communications skills, both written and verbal. Must be fluent in the English language.
• Has a good sense of cultural sensitivity - able to navigate and bridge cultural differences, fostering understanding and collaboration between Clients and offshore Filipino teams.
• Should be good at collaboration and working with other team members
• Self-motivated, organized, and able to thrive in a remote working environment