JOB LOCATION: Remote
SALARY: To be discussed

JOB DESCRIPTION

As the Customer Success Manager, you will oversee the entire Customer Success team and be accountable for the department's results. This is a leadership role, not a client-accommodation role. You will set the direction for client onboarding, retention, satisfaction, and growth, while coaching and managing the team that delivers it. You will balance client needs with business goals, drive sales opportunities within existing accounts, and keep department operations and administrative processes running smoothly.

KEY RESPONSIBILITIES

Team Leadership:
- Lead, coach, and evaluate the Customer Success team.
- Set goals, KPIs, and performance standards.
- Support hiring, onboarding, and training of team members.
- Build a culture of accountability and ownership.
Customer Retention & Satisfaction:
- Own client retention, renewals, and satisfaction across all accounts.
- Monitor client health through check-ins, surveys, and account reviews.
- Identify at-risk accounts and lead recovery plans.
- Manage escalations and critical client issues.
Onboarding & Client Requests:
- Oversee new client onboarding, work plans, and milestones.
- Approve and coordinate new service requests, VA replacements, and upskilling.

Administration & Operations:
- Oversee department processes, SOPs, contracts, and client records.
- Prepare regular performance reports for senior management.
- Collaborate with Recruitment, HR, Finance, and Operations.

LINE OF BUSINESS (LOB)

Customer Success Management, focused on leading a team that delivers proactive client relationship management, onboarding, retention, and long-term client growth.
Specialized in (e.g., Team Leadership, Client Retention, Relationship Management, Risk Mitigation, Revenue Growth, Training Coordination, Escalation Management, Contract Management)
Focus Areas:
- Leading and developing a high-performing Customer Success team.
- Driving client retention and satisfaction across all accounts.
- Identifying and driving opportunities for client business growth and revenue.
- Managing client expectations, escalations, and requests effectively.
- Ensuring efficient department operations, reporting and administration.

QUALIFICATIONS

College Graduate, preferred
Must be fluent in English (speaking and in writing).
Must have at least 5 years of work experience in Customer Success, Account Management, or Client Handling roles, including at least 2-3 years in a team lead or managerial role.
Proven leadership skills, with a track record of managing teams and meeting retention, and satisfaction.
Strong experience in client-facing roles and handling escalations via chat, email, and calls.
Solid understanding of account growth, and contract management.
Strong organizational, time-management, and reporting skills, comfortable working with KPIs and data.
Excellent decision-making, negotiation, and conflict-resolution skills.
Experience in staffing, or VA/outsourcing industry, preferred.
Willingness to undergo training and adapt to new processes.

SYSTEM REQUIREMENTS

Main Device:

Processor: Core i3 or Ryzen 3 and above (5th Gen) or AMD equivalent. The use of mobile phones or tablets is not accepted.
RAM: 8 GB and above
Storage: 112 GB
Internet Connectivity: 20 MBPS and above (both for Download and Upload Speed)

Backup Device:

Processor: Core i3 or Ryzen 3 and above (5th Gen) or AMD equivalent. The use of mobile phones or tablets is not accepted.
RAM: 4 GB
Storage: 112 GB
Internet Connectivity: 10 MBPS

Note: The use of mobile phones or tablets is not accepted for this role.