Client Success Manager (US Home Services)

Job Expectations:

• Position Type: Experienced - Individual Contributor
• Employment Type: Full-Time; Permanent (Direct Hire)
• Work Setup & Location: Fully Remote - Philippines
• Work Schedule: Weekdays; US Shift
• Industry: Business Services (Offshore Staffing & Accounting)

About the Job:

We are looking for a Client Success Manager to join the client's team and support client relationships and successful service delivery for US-based clients. In this role, you will manage the client journey from onboarding and integration to ongoing account management, monitor performance, address concerns, and coordinate with internal teams to ensure client requirements are met. You will serve as the main point of contact for clients and help build strong, long-term relationships through clear communication and proactive support.

Key Responsibilities:

• Conduct initial discovery calls to understand client needs and requirements.
• Prepare sales documents, proposals, and other client materials.
• Manage the client journey from placement and onboarding through successful integration.
• Serve as the main point of contact for client concerns, requests, and follow-ups.
• Set success metrics and monitor client and team performance.
• Conduct regular check-ins with clients and the Philippine team to track progress and address issues.
• Monitor daily reports, performance metrics, workload, and task handoffs.
• Identify operational challenges and recommend solutions or process improvements.
• Lead client meetings and facilitate discussions to drive successful outcomes.
• Build and maintain strong, long-term client relationships through regular communication.
• Gather client feedback and use insights to improve service delivery.
• Provide clients with recommendations on recruitment practices, staffing needs, and industry trends.
• Collaborate with recruitment, HR, and operations teams to ensure smooth execution of client requirements.
• Act as a liaison between clients and internal teams to ensure clear communication and alignment.

Qualifications:

• Bachelor's Degree in Business Administration, Management, Marketing, Communications, or a related field.
• 4+ years of experience as an Account Manager, Client Success Manager, Client Manager, or in a similar client-facing role.
• Most recent experience with an offshore staffing agency supporting multiple US-based clients is strongly preferred.
• Experience in the construction or home services industry is a huge advantage.
• Proficiency in ClickUp or similar project management tools.
• Strong client relationship management and communication skills.
• Excellent written and verbal English communication skills.
• Strong problem-solving and decision-making skills with the ability to address challenges independently.
• Highly organized with strong attention to detail and ability to manage multiple priorities.
• Ability to collaborate effectively with clients and internal teams.
• Strong business acumen with the ability to align client strategies and services with overall business objectives.
• Candidates with extensive experience primarily in traditional BPO environments are not preferred.
• Can start immediately, if possible.

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Only shortlisted candidates will be contacted. Updating or tailoring your CV is highly recommended.