Job Overview
We are looking for a highly skilled Client Success Manager to manage and strengthen relationships with existing clients. This role will focus on client retention, account growth, referral generation, and ongoing engagement with paid products and services.
The Client Success Manager will serve as a key point of contact for existing clients, helping ensure they continue to see value from the company's products while identifying opportunities to deepen relationships and grow revenue. The role will also monitor client engagement and satisfaction through product usage, proactive outreach, and feedback measures such as NPS and CSAT.
The ideal candidate is a proactive, commercially minded client success professional with exceptional written and verbal English communication skills and the ability to build strong, long-term client relationships.
Job Details:
Work set up:Work from Home
Schedule: 5 days per week | 12:00 PM to 9:00 PM | Philippine Time
The schedule may include weekend work depending on business requirements.
Holiday:Will follow Philippine holidays
Responsibilities:
- Manage and maintain strong relationships with existing clients, serving as a key point of contact throughout the client lifecycle.
- Drive client retention by proactively identifying client needs, concerns, and opportunities to improve their overall experience.
- Develop a strong understanding of each client's goals and ensure they continue to receive value from the company's paid products and services.
- Identify opportunities to grow revenue from existing clients through account expansion and increased product engagement.
- Build and develop referral business by maintaining strong client relationships and identifying appropriate referral opportunities.
- Monitor client engagement and product usage to identify accounts requiring additional support or outreach.
- Conduct proactive client outreach to maintain engagement, strengthen relationships, and address potential concerns before they escalate.
- Gather and monitor client feedback, including NPS and CSAT, to understand satisfaction levels and identify areas for improvement.
- Follow up on client feedback and coordinate appropriate actions to address concerns and improve the client experience.
- Work with internal teams to resolve client issues and ensure timely and effective follow-through.
- Maintain accurate and up-to-date records of client interactions, account activity, feedback, and opportunities.
- Identify trends and insights from client conversations, product usage, and feedback and communicate relevant findings to internal stakeholders.
- Support initiatives designed to improve client retention, engagement, referrals, and account growth.
- Maintain consistent and professional communication with clients across written and verbal channels.
Qualifications:
- Previous experience in Client Success, Customer Success, Account Management, Client Relationship Management, or a similar client-facing role.
- Demonstrated ability to manage and develop relationships with existing clients.
- Experience supporting client retention and account growth is strongly preferred.
- Strong commercial awareness with the ability to identify opportunities within existing client accounts.
- Exceptional written and verbal English communication skills are essential.
- Strong interpersonal and relationship-building skills, with the ability to communicate confidently and professionally with clients.
- Proactive approach to client engagement, follow-up, and problem-solving.
- Strong organizational and time-management skills with the ability to manage multiple client relationships and priorities.
- Ability to understand client needs and translate them into appropriate actions or internal coordination.
- Comfortable working with client satisfaction and engagement measures such as NPS and CSAT.
- Data-conscious and comfortable reviewing product usage or client activity to identify engagement trends and opportunities.
- Strong attention to detail and ability to maintain accurate client and account records.
- Self-motivated and able to work effectively and independently in a remote environment.
- Comfortable working a schedule that may include weekends depending on business requirements.
Skills Required
- Previous experience in Client Success, Customer Success, Account Management, Client Relationship Management, or a similar client-facing role
- Experience managing and developing relationships with existing clients
- Experience supporting client retention and account growth
- Strong commercial awareness and ability to identify opportunities within existing accounts
- Exceptional written and verbal English communication skills
- Strong interpersonal and relationship-building skills
- Proactive approach to client engagement, follow-up, and problem-solving
- Strong organizational and time-management skills
- Ability to understand client needs and coordinate appropriate internal actions
- Comfort working with NPS and CSAT measures
- Ability to review product usage and client activity to identify engagement trends
- Strong attention to detail and accurate client and account record maintenance
- Ability to work independently in a remote environment
- Availability for a schedule that may include weekends
What We Do
Sourcefit is a business process outsourcing (BPO) company that provides custom offshore staffing solutions and managed services to help clients build lasting value in their outsourced teams.
