Customer Success Manager

Position Summary

Wilson Works Trading Inc. is seeking a proactive and client-focused Customer Success Manager (CSM) to build and maintain long-term relationships with key clients. The CSM will ensure successful delivery, integration, and continued value realization of our smart city, traffic, and surveillance solutions. Acting as the primary client advocate, the CSM will bridge project execution, technical support, and account growth opportunities—helping customers achieve their objectives while strengthening Wilson Works' reputation as a trusted partner.

Key Responsibilities

Client Relationship Management

• Serve as the primary point of contact for assigned clients, ensuring high satisfaction throughout the project lifecycle and beyond.
• Develop a deep understanding of client needs, objectives, and operational environments to align Wilson Works' solutions effectively.
• Proactively engage with clients to provide updates, resolve concerns, and identify opportunities for improvement.

Customer Success & Support

• Oversee smooth onboarding, implementation, and adoption of Wilson Works' surveillance and traffic management systems.
• Provide training, documentation, and ongoing support to ensure client teams can maximize solution benefits.
• Monitor system performance and coordinate with internal engineering/technical teams to address client issues promptly.

Account Growth & Retention

• Identify upsell and cross-sell opportunities in collaboration with the sales and engineering teams.
• Support preparation of renewals, expansions, and new project proposals to strengthen long-term partnerships.
• Gather customer feedback and translate insights into actionable improvements for products and services.

Project Coordination

• Collaborate with Project Managers, Engineers, and Operations teams to ensure deliverables are met on time and within scope.
• Track key client success metrics (uptime, SLA compliance, satisfaction scores) and report regularly to management.

Qualifications

• Bachelor's degree in Business, IT, Engineering, or related field.
• 3–5 years of experience in Customer Success, Account Management, or Project Management (preferably in systems integration, IT solutions, or security/surveillance industries).
• Strong communication and interpersonal skills, with the ability to build trust and manage executive-level relationships.
• Familiarity with smart city technologies, IT networking, or surveillance systems is an advantage.
• Problem-solving mindset with strong organizational and multitasking abilities.

Key Competencies

• Customer-focused mindset with a proactive approach to problem resolution.
• Strong presentation, negotiation, and stakeholder management skills.
• Ability to work cross-functionally with technical and non-technical teams.
• Results-driven with attention to detail and follow-through.

Why Join Wilson Works?

At Wilson Works Trading Inc., you'll be at the forefront of building smarter, safer, and more connected cities in the Philippines. We value innovation, integrity, and excellence—and our Customer Success Managers play a vital role in ensuring our clients succeed with us.

Job Types: Full-time, Permanent

Pay: Php27, Php35,000.00 per month

Benefits:

• Flexible schedule
• Flextime
• Free parking
• On-site parking
• Opportunities for promotion
• Pay raise
• Promotion to permanent employee

Ability to commute/relocate:

• San Juan (National Capital Region): Reliably commute or planning to relocate before starting work (Required)

Education:

• Bachelor's (Required)

Experience:

• Customer Success: 2 years (Preferred)

Work Location: In person