Client Success Manager

Job Title: Client Success Manager (Cebu - Hybrid)

About STAFFVIRTUAL: STAFFVIRTUAL is a global outsourcing company that connects top talent in the Philippines with international clients. We specialize in building long-term careers by providing world-class training, flexible work setups, competitive benefits, and a supportive culture that empowers people to grow and succeed.

Overview: As a Client Success Manager (CSM) at STAFFVIRTUAL, you will lead the Client Success Department and play a key role in building and maintaining strong client relationships. You will be responsible for driving client satisfaction, retention, and account growth by proactively managing performance, upselling, resolving escalations, and strategically enhancing service delivery. You will also help with client billing, monitor billable rates, and ensure the timely implementation of annual rate increases in alignment with company policy.

Responsibilities:

• Client Management & Success:
• Act as the primary point of contact for clients.
• Oversee onboarding, implementation, and continuous engagement for each client account.
• Proactively monitor client satisfaction and service delivery quality.
• Conduct regular business reviews and performance meetings.

• Lead client renewals, upsell opportunities, and contract negotiations.

• Strategic Planning, Growth & Upselling:

• Develop tailored growth strategies for each account focused on retention, satisfaction, and account expansion.
• Identify opportunities to upsell STAFFVIRTUALs services, such as new staffing roles, support functions, or service lines.
• Work collaboratively with Sales to propose and implement additional services aligned with client goals.
• Create and present business cases for expanding client teams or transitioning additional workstreams to STAFFVIRTUAL.
• Track performance trends and client needs to recommend innovative solutions and service enhancements.

• Attend Sales calls if needed.

• Escalation & Issue Resolution:

• Manage and resolve client escalations with urgency and professionalism.
• Act as the liaison between the client and internal departments to ensure successful issue resolution.

• Establish clear escalation paths and protocols to manage client concerns effectively.

• Billing & Rate Monitoring:

• Assist in monthly client billing processes to ensure accuracy and timeliness.
• Monitor billable rates, margins, and profitability for each client account.
• Ensure implementation of annual rate increases in alignment with contractual terms and company policy.

• Collaborate with Finance to resolve billing disputes and clarify client invoicing concerns.

• Team Leadership & Development:

• Manage the Client Success team, providing guidance, support, and performance evaluations.
• Develop internal KPIs and SLAs for client success.
• Promote a trilateral relationship that values clients, employees, and STAFFVIRTUAL equally, reinforcing best practices in relationship management that balance client success, employee engagement, and organizational health.

Qualifications:

• Bachelors degree in Business, Marketing, Communications, or any related field
• At least 5 years of experience in client success or account management, ideally in a BPO or outsourcing setup
• Proven ability to manage and grow client accounts, lead business reviews, and drive renewals and upsells
• Experience handling client escalations, overseeing service delivery, and collaborating with cross-functional teams (Sales, Finance, Operations)
• Familiarity with billing processes, profitability tracking, and implementing rate changes
• Strong leadership background able to guide a team and set performance metrics (KPIs/SLAs)
• Excellent communication skills and confidence in working directly with U.S.-based clients
• Proficient in Microsoft Office and CRM tools (e.g., HubSpot, Salesforce, or similar)

Schedule: TBD

Setup: Hybrid / Onsite - Cebu

Why Join STAFFVIRTUAL?

• Competitive compensation and benefits package

• HMO coverage starting on Day 1 with free dependent coverage

• De minimis and allowances
• Paid time offs
• Company-provided work setup (laptop, monitor, accessories)
• Training, career growth, and global exposure
• A collaborative and supportive team culture

If you're a motivated, client-focused professional who's ready to grow with a company that values people and performance, we'd love to hear from you. Apply now and join our dynamic team at STAFFVIRTUAL