Client Success Manager

7 days ago

Mandaluyong City, National Capital Region, Philippines Fusion CX Full time ₱1,500,000 - ₱2,500,000 per year

Position Overview

The
Client Success Manager (CSM)
for
HTG
is responsible for ensuring long-term client satisfaction, retention, and account growth through effective relationship management, strategic planning, and operational excellence. This role acts as the primary liaison between the client and internal teams, ensuring that service delivery, performance metrics, and business outcomes meet or exceed client expectations.

The ideal candidate has a strong background in
BPO operations, client relationship management, and performance optimization
—particularly within
technology-driven accounts or high-value enterprise clients
.

Key Responsibilities

Client Relationship Management

  • Serve as the main point of contact for HTG clients, building and maintaining strong, trust-based relationships at multiple stakeholder levels.
  • Understand client business goals, operational challenges, and success metrics to proactively provide solutions and strategic recommendations.
  • Conduct regular business reviews (QBRs/MBRs) and performance analyses to communicate results, identify opportunities, and drive continuous improvement.

Operational Excellence & Delivery Oversight

  • Partner with internal cross-functional teams (Operations, Workforce, Training, and Recruitment) to ensure service delivery aligns with contractual obligations and client SLAs.
  • Monitor and analyze key performance indicators (KPIs) to ensure targets are met and exceeded.
  • Lead root cause analysis and develop action plans to address performance gaps or escalation points.

Account Growth & Strategic Initiatives

  • Identify and capitalize on opportunities for account expansion, upselling, or cross-selling new solutions.
  • Collaborate with the business development and solutions teams to design scalable strategies that enhance client outcomes.
  • Participate in RFPs and solution design discussions for new or growing client segments.

Financial & Contract Management

  • Ensure financial health of the account by tracking billing, invoicing accuracy, and profit margins.
  • Support contract renewals and commercial discussions by providing data-driven insights and client satisfaction reports.

Leadership & Collaboration

  • Lead and mentor a team of client service specialists or account coordinators as required.
  • Foster a culture of accountability, client obsession, and continuous improvement within the team.
  • Drive cross-departmental alignment to ensure a seamless client experience.

Qualifications

  • Bachelor's Degree in Business Administration, Management, or a related field (MBA preferred).
  • Minimum
    5–7 years
    of experience in
    Client Success, Account Management, or Operations Management
    , preferably in the
    BPO or technology services industry
    .
  • Proven track record in managing enterprise-level or high-tech client portfolios.
  • Strong understanding of operational KPIs, SLA management, and client governance frameworks.
  • Exceptional communication, presentation, and negotiation skills.
  • Highly analytical with experience in data-driven decision-making and business reporting.
  • Ability to work in a fast-paced, matrixed environment across multiple geographies.

Core Competencies

  • Strategic Thinking & Business Acumen
  • Relationship Management & Client Advocacy
  • Operational and Financial Management
  • Problem Solving & Continuous Improvement
  • Data Analysis and Insights Communication
  • Leadership & Team Collaboration

Key Performance Indicators (KPIs)

  • Client satisfaction and Net Promoter Score (NPS)
  • Contract renewal and revenue growth rate
  • SLA and KPI attainment
  • Issue resolution and escalation turnaround time
  • Account profitability and margin performance

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