Client Success Manager

The Client Success Manager (CSM) is responsible for ensuring client satisfaction, retention, and long-term success across Smart Outsourcing Solution's (SOS) Employer of Record (EOR) service line. Acting as the primary point of contact post-sales, the CSM oversees client onboarding, ongoing relationship management, and service delivery coordination between internal teams and client partners.

This role requires a proactive and relationship-driven professional who can balance strategic client engagement with hands-on operational follow-through. The CSM works closely with the Recruitment, HR, Payroll, and Finance teams to ensure a seamless experience and uphold SOS's founder-led, relationship-first approach.

Key Responsibilities

Client Onboarding & Relationship Management

• Lead structured onboarding sessions, including kickoff calls and process orientations for new clients.
• Develop and maintain onboarding checklists and documentation to standardize transitions from recruitment to active service.
• Ensure all employee onboarding requirements are complete and compliant with SOS and DOLE standards.
• Coordinate client setup and training on internal systems such as Sprout HRIS for attendance, leave, and timekeeping.
• Serve as the main liaison between the client and internal teams to align expectations and deliverables.

Client Success & Retention

• Conduct regular check-ins and performance reviews with clients to assess satisfaction, resolve issues, and identify improvement opportunities.
• Manage client feedback, concerns, and escalations in a timely and professional manner.
• Verify that billing, payroll, and timekeeping data are accurate and aligned with client agreements.
• Ensure smooth renewals, employee transitions, and service amendments as needed.
• Maintain up-to-date client records, notes, and milestones in HubSpot CRM.

Growth & Relationship Development

• Foster strong relationships with client decision-makers and HR contacts to promote trust and long-term partnerships.
• Identify opportunities for additional placements or expanded service offerings.
• Collaborate with the Sales and Client Success Director to support cross-sell and upsell initiatives.
• Track client engagement metrics and contribute to regular reporting on retention and satisfaction trends.

Internal Coordination & Continuous Improvement

• Partner with Recruitment, HR, Payroll, and Finance to ensure consistent service delivery across all accounts.
• Document client-specific preferences, reporting needs, and escalation points.
• Contribute to ongoing process improvements in onboarding, communication, and client management workflows.
• Provide feedback to management regarding client insights, challenges, and potential automation improvements.

Qualifications

• Bachelor's Degree in Business Administration, Communications, Human Resources, or related field.
• 3–5 years of experience in Client Success, Account Management, or EOR/Outsourcing operations.
• Strong communication, relationship management, and problem-solving skills.
• Experience managing multiple accounts in a fast-paced, remote environment.
• Proficient in HubSpot CRM, Google Workspace, and collaboration tools such as Slack or Asana.
• Familiarity with Sprout HRIS or other timekeeping/payroll systems is an advantage.
• Highly organized, proactive, and client-focused with strong attention to detail.

Performance Metrics

• Client retention and satisfaction scores
• Accuracy of account documentation and process compliance
• Timeliness of issue resolution and service delivery
• Growth and renewal rate of existing accounts

Core Competencies

• Customer-Centric Mindset: Always prioritizes the client experience.
• Accountability: Takes ownership of deliverables and outcomes.
• Collaboration: Works effectively with cross-functional teams.
• Communication: Delivers clear, timely, and professional updates.
• Continuous Improvement: Seeks ways to optimize client processes and service quality.

Job Type: Full-time

Pay: Php60, Php70,000.00 per month

Benefits:

• Work from home

Work Location: Remote