Client Success Manager

JOB RESPONSIBILITIES INCLUDE BUT ARE NOT LIMITED TO:

Customer Advocacy & Relationship Management

• Respond to every customer comment, message, and inquiry within 4 hours (target: 2 hours)
• Conduct 10-15 proactive customer check-ins weekly beyond reactive support
• Identify and execute 5+ "surprise and delight" moments weekly for strategic accounts
• Document customer wins, testimonials, and success stories in real-time
• Transform complaints into loyalty-building opportunities with over-delivery
• Create and maintain personalized touchpoint calendar for each customer segment
• Systematically convert advocacy-ready customers into referral sources
• Capture and organize customer feedback to inform product and service improvements

Analytics, KPIs & Optimization

• Monitor, track, and report on customer success KPIs:
• Response time and resolution rate
• Customer satisfaction scores (CSAT/NPS)
• Customer retention and churn rates
• Referral generation and conversion rates
• Testimonial and case study capture rate
• Support ticket volume and trending issues
• Customer engagement frequency and depth
• Customer journey progression (satisfied → advocate conversion)
• Analyze customer interaction data weekly and monthly to identify patterns, wins, and improvement opportunities
• Test and refine customer communication approaches based on response data
• Make clear, data-driven recommendations to optimize customer experience and increase advocacy
• Share regular performance updates with leadership team, including actionable next steps
• Identify early warning signs of customer dissatisfaction and intervene proactively
• Track ROI of customer advocacy program (referrals, testimonials, word-of-mouth impact)

Community & Engagement

• Respond promptly and empathetically to all comments, DMs, and community interactions
• Foster strong relationships that turn casual customers into community members
• Identify and surface customer questions, pain points, and feature requests to inform strategy
• Create opportunities for customer-to-customer connection and peer support
• Amplify customer wins and success stories across community channels
• Moderate and nurture community spaces with warmth and strategic intent
• Recognize and celebrate customer milestones and achievements
• Turn engagement moments into deepened loyalty and advocacy opportunities

Content & Communication

• Draft and send personalized customer communication (welcome sequences, check-ins, milestone celebrations)
• Create and maintain customer-facing resources (FAQs, guides, best practices)
• Develop case studies and success stories from customer wins
• Collaborate with marketing to ensure customer voice informs content strategy
• Write and distribute customer newsletters with value-driven content
• Craft social proof content (testimonials, reviews) for marketing use
• Ensure all customer communications reflect brand voice and exceed expectations

Systems & Operations

• Maintain accurate customer records and interaction history in CRM
• Use Airtable to track customer journey stages, touchpoints, and advocacy opportunities
• Manage customer success workflows in Basecamp (tasks, deadlines, follow-ups)
• Utilize to monitor customer engagement and platform usage
• Deploy ManyChat for customer service automation while maintaining personal touch
• Update and optimize customer communication templates and workflows
• Create and maintain SOPs for repeatable customer success processes
• Build scalable systems that maintain high-touch feel as customer base grows

Workflow & Collaboration

• Collaborate with leadership to align customer success strategy with business goals
• Attend daily standups and weekly team reviews with performance updates
• Communicate proactively about customer trends, risks, and opportunities
• Take ownership of customer success metrics and continuous improvement
• Coordinate with sales team on referral handoffs and advocacy opportunities
• Partner with product/service delivery teams to resolve customer issues
• Share customer insights that inform business development and innovation

EXPERIENCE AND SKILLS REQUIRED:

Professional Experience:

• 3-5 years in Client Success, Customer Success, or Community Management roles with demonstrated results
• At least 1 year of Leadership experience, managing and training team members. 
• Proven track record of turning customers into advocates - measurable referrals, testimonials, and word-of-mouth growth
• Solid experience building and managing customer relationships with exponential engagement growth
• Experience with customer service automation tools (ManyChat, chatbots, CRM systems) while maintaining personalized service
• Demonstrated ability to manage high-volume customer interactions without sacrificing quality or response time
• Background in data-driven decision making - tracking KPIs, analyzing trends, and making strategic recommendations

Core Competencies:

• Exceptional relationship builder - naturally warm, empathetic, and skilled at making customers feel heard and valued
• Proactive problem-solver - anticipates needs before they're voiced and prevents issues before they become complaints
• Systems thinker - builds scalable processes while maintaining high-touch, personalized customer experience
• Data literacy - ability to analyze performance data (CSAT, NPS, retention rates, engagement metrics) and make clear, actionable recommendations
• Ownership mindset - takes full responsibility for outcomes, doesn't wait to be told what needs doing
• Highly organized - manages multiple priorities, deadlines, and customer touchpoints without dropping balls
• Tech-savvy - quick to learn new tools and platforms; comfortable with AI tools to enhance productivity
• Coachable and Open to Feedback
• Integrity - Say what you mean, mean what you say

Communication Excellence:

• Excellent English communication skills, both written and verbal (essential for customer-facing role)
• Exceptional writing ability - crafts clear, warm, and persuasive messages that build trust and loyalty
• Active listening skills - reads between the lines to understand unstated needs and concerns
• Professional video presence - comfortable conducting customer check-ins and relationship calls via Zoom

Technical Proficiency:

• Project management tools: Basecamp, Airtable, or similar platforms
• Community/membership platforms: or similar customer management systems
• Automation tools: ManyChat, email automation, chatbot platforms
• Design tools: Canva Pro for creating customer-facing visuals
• Analytics tools: Google Sheets/Excel for data tracking and reporting
• Google Suite: Docs, Sheets, Slides for documentation and collaboration
• AI tools: Experience using AI to enhance efficiency, drafting, and customer insights

Personality & Work Style:

• People person - genuinely energized by human interaction and helping others succeed
• Ambitious & growth-oriented - sees this role as a stepping stone to leadership
• Detail-oriented - nothing falls through the cracks; follows through on every commitment
• Resilient & positive - maintains composure and optimism when dealing with frustrated customers
• Self-motivated doer - doesn't need micromanagement; takes initiative and runs with it
• Customer-obsessed - finds genuine joy in exceeding expectations and creating "wow" moments

Preferred Background:

• Prior experience in business coaching, personal development, marketing, or related industries is a significant advantage
• Experience with customer advocacy programs, referral systems, or community-building initiatives
• Background in high-performing teams with clear metrics and accountability
• Experience working remotely with distributed teams across time zones

Tools Proficiency Preference:

• Canva Pro - Customer-facing visuals and celebration graphics
• Basecamp - Task management, projects, team collaboration
• Airtable - Customer data tracking, touchpoints, success metrics
• - Platform engagement and customer activity monitoring
• ManyChat - Customer service automation with personalized touch
• - Customer resource links management
• Google Suite - Documentation, reporting, collaboration (Docs, Sheets, Slides)
• Zoom - Customer check-ins, team meetings, relationship building
• Survey/Feedback Tools - CSAT/NPS measurement

TECH REQUIREMENTS:

• Computer - at least i5 or equivalent with 8gb RAM
• Dual Monitor is required
• Internet Speed - At least 100 MBPS Download speed
• HD Camera and Headset with Noise Cancellation

Bonus (after 90 days):

• Paid Time-off (20 days per year)
• Internet speed upgrade reimbursement 
• Generator Bonus 

Job Type: Full-time

Schedule: 9:00 AM - 5:00 PM EST or 8:00 AM - 4:00 PM EST

Salary Range: PHP 40,000- PHP 70,000 monthly, Depending on experience

• Opportunity within a company with a solid track record of performance
• Leadership Role
• Fantastic work culture