Client Success Executive

Job Title: Client Success Executive (Bilingual – English/Mandarin)

Work Setup: Remote (Philippines)

Schedule: 9:00 AM – 6:00 PM PH Time

Compensation: Competitive, aligned with experience

About the Company

We are a fast-growing, technology-driven company supporting clients across Southeast Asia. Our team operates in a high-ownership, startup environment where responsiveness, initiative, and problem-solving are highly valued. We work closely with clients via modern digital support channels and pride ourselves on delivering an efficient, reliable customer experience.

Role Overview

We are seeking a Client Success Executive who is bilingual in English and Mandarin to support our Singapore  and Philippines  customer base. This role covers daily customer support operations across chat, email, and WhatsApp, along with outbound follow-ups and client check-ins.

You'll own execution across onboarding, adoption, and ongoing support. You'll ensure clients gain tangible results from the Organization by delivering fast, precise, and proactive customer engagement. You'll operate as their trusted advisor, driving outcomes that translate to retention and advocacy.

You'll work tightly with internal teams to surface insights, solve problems, and scale customer success processes.

This position is ideal for someone young, smart, proactive, and highly accountable, who thrives in a fast-paced, autonomous startup environment. You will undergo a structured training period with our operations team to learn all internal workflows and support processes.

Key Responsibilities
Customer Support & Communication

• Provide daily support through Intercom, WhatsApp, and email
• Respond to client inquiries promptly and professionally in English and Mandarin
• Route, escalate, or troubleshoot issues as needed
• Assist clients with account-related questions, navigation, and basic troubleshooting

Client Success Activities

• Conduct outbound follow-ups for check-ins, clarifications, and support
• Support onboarding processes as guided by the CS/Operations team
• Track recurring issues and relay insights to relevant teams
• Maintain accurate logs and ticket documentation

Operational Tasks

• Coordinate with the SG and PH teams on escalations
• Assist in monitoring service KPIs and customer health indicators
• Contribute to improvements in SOPs, FAQs, and internal processes

Flexible Availability

• Occasional weekend or evening client responses (message-based only);
  
  no full weekend shifts required
• Provide urgent coverage when SG clients need assistance outside usual hours

Qualifications

• Bilingual: Strong English + functional Mandarin (chat-level, occasional calls)
• Experience in Customer Success, Client Support, or Account Management
• Background in finance, accounting, or CPA training is a plus but not required
• Strong written communication skills and client empathy
• High-agency, self-directed, and resourceful
• Comfortable working independently in a startup-paced, remote environment
• Ability to handle multiple channels and manage priorities
• Strong problem-solving skills and attention to detail
• 2–4 years of experience in customer success, account management, or onboarding at B2B SaaS companies (startup experience preferred)
• Proven ability to manage multiple clients and deliver measurable outcomes
• Highly organized with a bias for speed, precision, and accountability
• Comfortable working with technical products and using data-driven insights
• Bachelor's degree in Business, Accounting, or a related field
• Big win: Experience with accounting/finance software and workflows

Preferred Traits

• Learns quickly and takes initiative without micromanagement
• Energetic and driven, with a strong sense of accountability
• Comfortable balancing SG and PH support coverage
• Thrives in fast-changing environments

Work Conditions

• Remote work, 9AM–6PM PH
• Responsive communication mindset
• Compensation aligned with skills and bilingual capability

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