Customer Success Manager

Empowering Careers, Connecting the World

At Emapta, we go beyond building teams-we create thriving careers. As a trusted global outsourcing partner, we connect exceptional Filipino talent with top international clients, delivering world-class results while fostering growth, collaboration, and innovation. Our people are at the heart of everything we do, supported by a culture rooted in care, integrity, and excellence. Whether in technology, finance, healthcare, or creative industries, we provide the platform for professionals to showcase their skills on the global stage, without leaving the country. Here, your career grows alongside a community driven by purpose, passion, and the pursuit of success.

Job Description

As a
Customer Success Manager,
you will manage client relationships, ensure service excellence, and lead high-performing teams. You will drive operational improvements, resolve escalations, and identify growth opportunities while ensuring compliance, client satisfaction, and business results.

Job Overview

Employment type: Full-time

Shift: Day Shift

Work setup: Onsite, SM Megatower, Ortigas

Exciting Perks Await

• Competitive Salary Package
• Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)
• Day shift schedule
• 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 (Want to know more? Visit
  
  )
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used at your discretion (including 5 credits convertible to cash)
• Fun engagement activities for employees
• 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, and/or Operations,
  preferably in
  BPO or staffing.
• Proven ability to build and maintain strong client relationships through a consultative, relationship-driven approach.
• Track record of delivering results in fast-paced, deadline-driven environments while managing multiple priorities.
• Experience in account growth strategies, including upselling and cross-selling.
• Strong people management skills with a focus on mentoring, coaching, and development.
• Exceptional communication skills (verbal, written, presentation) across multiple channels.
• Strong analytical and problem-solving skills, attention to detail, and data-driven decision-making.
• Proficiency in Microsoft Office Suite and relevant business tools.
• Solid understanding of contracts,
  IT systems, HR policies, procedures, and Philippine labor laws.
• Highly adaptable with strong work ethic and innovative problem-solving approach.
• Ability to develop and maintain cross-functional relationships while driving performance metrics.
• Proven ability to influence customer management and key decision-makers.
• Bachelor's degree (BS or BA) or equivalent work experience.

Your Daily Tasks
People Management and Development

• Work with the Sales and Recruiting teams to ensure clients receive the best matched talent for their needs.
• Provide industry insights and workforce trends to Senior Service Delivery Manager, helping optimize staffing strategies.
• Monitor client staff performance, engagement, and job satisfaction through proactive check-ins, ticket monitoring, and feedback loops.
• Handle escalations related to performance, conflicts, or workplace challenges, ensuring timely and professional resolutions.
• Address and resolve concerns from client staff to reduce turnover and enhance satisfaction.
• Ensure staffing placements comply with contracts, legal regulations, and company policies.
• Cultivate a positive, motivating, and results-driven work environment.

Client Management

• Execute all client requirements, assessing, clarifying, and validating needs regularly.
• Proactively address client requests, concerns, and escalations.
• Participate in check-ins, business reviews, and performance assessments to reinforce value and drive improvement.
• Collaborate with internal teams (Growth, Marketing, Recruitment, Finance, People and Culture, IT, Customer Enablement, and Leadership) to exceed client expectations.
• Coordinate solution development for client needs and escalations.
• Ensure adherence to contract terms, SLAs, and labor laws.
• Serve as the secondary point of contact supporting the Senior Delivery Manager.

Growth

• Identify opportunities for upselling and cross-selling across Emapta's offerings.

Reporting and Data Insights

• Partner with stakeholders to develop accurate, insightful account performance and workforce analytics reports.
• Communicate trends, insights, and strategic recommendations.

Stakeholder Management

• Build strong relationships with internal and external stakeholders to enhance satisfaction and performance.
• Maintain proactive communication on evolving processes and best practices.

Process Optimization & Additional Duties

• Contribute to process improvement initiatives to enhance efficiency and scalability.
• Perform additional duties as assigned.

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