Customer Success Manager

Shaping Global Careers, Empowering Local Talent

At Emapta, we connect exceptional Filipino talent to some of the world's most dynamic companies, offering roles that provide both global reach and local stability. We specialize in creating career paths that allow you to collaborate with international teams, work on impactful projects, and grow without leaving the country you call home. With over a decade of experience in the outsourcing industry, we're committed to fostering a supportive, inclusive environment where your skills are valued, your growth is prioritized, and your work-life balance is respected. Here, your potential knows no borders.

Job Description

As a Customer Success Manager, you'll oversee client accounts, manage teams, and ensure service delivery excellence. You'll build strong partnerships, solve challenges proactively, and create strategies that drive client satisfaction and business growth on a global scale.

Job Overview

Employment type: Full-time

Shift: Night shift

Work setup: Hybrid, Davao

Exciting Perks Await

• Competitive Salary Package
• Hybrid work arrangement
• HMO coverage with free dependent upon regularization
• Prime office location in Davao
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment; available to account holders with minimum of 6 months company tenure)
• Unlimited upskilling through Emapta Academy courses (Visit )
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more)
• Unlimited employee referral incentives across the organization
• Standard government and Emapta benefits
• 20 annual leaves to use at your discretion (including 5 credits convertible to cash)
• Fun employee engagement activities
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

The Qualifications We Seek

• At least 3 years of experience in Customer Success, Account Management, Service Delivery, or Operations (BPO/staffing preferred).
• Strong relationship-building skills with a consultative approach.
• Proven track record in delivering results in fast-paced environments.
• Experience in account growth strategies, including upselling and cross-selling.
• Strong people management, mentoring, and coaching experience.
• Excellent communication skills across multiple channels.
• Strong analytical and problem-solving skills.
• Proficiency in Microsoft Office Suite and business tools.
• Knowledge of contracts, IT systems, HR policies, and labor laws.
• Highly adaptable, team-focused, and innovative.
• Ability to influence key decision-makers positively.
• Bachelor's degree or equivalent experience.

Your Daily Tasks

People Management and Development

• Work with Sales and Recruiting teams to ensure clients receive the best matched talent.
• Provide industry insights and workforce trends to support staffing strategies.
• Monitor client staff performance, engagement, and satisfaction.
• Handle performance or workplace escalations with timely resolutions.
• Address and resolve staff concerns to reduce turnover.
• Ensure staffing placements comply with agreements and regulations.
• Foster a positive, motivating, and results-driven work environment.

Client Management

• Execute client requirements, ensuring alignment with expectations.
• Address client requests and escalations promptly.
• Participate in business reviews and performance assessments.
• Collaborate across departments to exceed client expectations.
• Develop solutions for client needs and service requests.
• Ensure compliance with contracts, SLAs, and labor laws.
• Serve as secondary point of contact for the Senior Delivery Manager.

Growth

• Identify upselling and cross-selling opportunities to maximize client value.

Reporting and Data Insights

• Partner with stakeholders to develop accurate, insightful account performance reports.
• Share trends, insights, and recommendations for operational improvements.

Stakeholder Management

• Build relationships with key stakeholders to enhance satisfaction.
• Maintain proactive communication and share evolving best practices.

Process Optimization and Additional Responsibilities

• Contribute to process improvements for scalability and efficiency.
• Perform additional duties as needed.

Why We Stand Out Among the Rest:

Join Emapta, recognized as one of the Top 20 Dream Companies for Filipinos in 2024. With a 50/50 gender ratio and a culture rooted in care and empathy, you'll feel valued from day one. We're committed to growing talent and setting you up for success.

Be part of a team that showcases Filipino excellence to the world. With 20 offices across 11 countries and 1,000+ clients, you'll create real impact every day-whether you work from home or on-site. Our 100% virtual recruitment process makes it easy to get started.

At Emapta, you're not just joining a company-you're becoming part of a thriving community of 10,000+ professionals growing careers with purpose. And behind every partnership we build is a deep respect for people and the impact they make.

"We place integrity at the heart of everything we do and truly value the human experience. That's why, for clients, it's a profound and transformational process that gives them the opportunity to achieve the business growth they desire."

Tim Vorbach, CEO

#EmaptaEra