Part-Time | 15hours per week | 3 hours per day |PST
We are seeking an experienced Client Success Manager (CSM) who can work closely with the Founder to ensure seamless client interactions, improved retention, and increased operational efficiency. The primary goal is to free up the founder’s time so she can focus on business development, brand visibility, and marketing, while ensuring that clients remain supported through a structured CSM role.
Responsibilities
Client Relationship Management
- Serve as the primary point of contact for clients, handling inquiries and providing reassurance.
- Build strong client relationships and proactively address concerns.
- Ensure consistent client communication and satisfaction.
Technical Support Communication
- Act as the liaison between clients and the technical team, ensuring clear communication.
- Translate technical automation/system issues into understandable client updates.
Onboarding & Account Management
- Guide new clients through a structured onboarding process.
- Ensure existing clients are properly managed and supported.
Renewal & Upsell Opportunities
- Identify opportunities for upselling services and extending contracts.
- Ensure high client retention through proactive engagement and support.
Delegation & Coordination
- Work closely with the founder’s technical lead to ensure tasks are assigned and completed efficiently.
- Track project progress using Notion, Slack, and automation tools.
Project Tracking & Reporting
- Monitor client progress and flag any potential risks.
- Maintain alignment with business goals and provide periodic reports.
Key Performance Metrics (KPIs)
- Client Satisfaction Scores (CSAT/NPS)
- Response times to client inquiries
- Efficiency in resolving client issues
- Upsell & renewal conversion rates
- Client retention & contract extensions
Experience and Qualifications:
- 2+ years Customer Success/Account Management experience in a marketing agency.
- Strong understanding of automation tools (Zapier, Make.com) and CRM platforms (HubSpot, Dubsado, HoneyBook, Go High Level, Airtable, etc.).
- Experience in building and managing automation workflows (including multi-step and complex automation using tools like Zapier and Make.com) is required. Coding knowledge is not mandatory but can be helpful.
- Familiarity with QuickBooks for financial tracking and client billing.
- Excellent communication skills, particularly in bridging technical and client needs.
- Warm, empathetic, and proactive approach to client management.
- Knowledge of business KPIs, including ROI and client retention.
- Basic knowledge of coding or automation scripting (self-taught or formal learning) is a plus.
- Able to troubleshoot quick fixes (like update something on the dashboard, project management tools), flag errors in automation if it stops, pauses etc.
- Basic sales acumen to identify upsell/renewal opportunities.
- With potential to scale up to 40 hours based on performance
Job Offer:
- $396 monthly (Evaluation Period)
- $413 monthly after 6 months (plus activation of benefits)
- $429 monthly after 18 months
Benefits:
- Private Life and Accident Insurance + Telemedicine
- Quarterly P2,500 wellness reimbursement
- Reimburse up to P400/month of your PhilHealth voluntary contribution
- 2x a year mental health counseling session with a board-certified counselor or therapist
- 1x a year financial health planning with a certified financial planner
- Monthly upskilling and personal development seminars
- Legal and paperwork assistance for visas, loans, etc.
- Birthday gift, in behalf of your company
- Christmas gift, in behalf of your company
- Bereavement Assistance
- Other company-wide events and contractors engagement activities
- Work from home set-up
- 10 Paid Time Offs
No To Freelancers
WE DON’T CONTRACT “FREELANCERS”. We only hire people who want a long term, stable job and role with a growth-focused company. We don’t tolerate moonlighting, cheating on hours, or lack of respect for confidentiality and intellectual property. We are backed by a strong HR and legal team for this. You are honestly paid for the work you came here to do. If you want to be a freelancer and want a “gig” or a “for now” thing, we advise you use freelancer platforms like Upwork. That said, we pour a lot of love and growth into our team members, and we don’t want that to go to waste.
If you meet the qualifications and are interested, kindly complete the form provided below:
