ob Summary:
As a Client Success Manager (CSM) at STAFFVIRTUAL, you will lead the Client Success Department and play a key role in building and maintaining strong client relationships. You will be responsible for driving client satisfaction, retention, and account growth by proactively managing performance, upselling, resolving escalations, and strategically enhancing service delivery. You will also help with client billing, monitor billable rates, and ensure the timely implementation of annual rate increases in alignment with company policy.
Key Responsibilities:
Client Management & Success:
- Act as the primary point of contact for clients.
- Oversee onboarding, implementation, and continuous engagement for each client account.
- Proactively monitor client satisfaction and service delivery quality.
- Conduct regular business reviews and performance meetings.
- Lead client renewals, upsell opportunities, and contract negotiations.
Strategic Planning, Growth & Upselling:
- Develop tailored growth strategies for each account focused on retention, satisfaction, and account expansion.
- Identify opportunities to upsell STAFFVIRTUALs services, such as new staffing roles, support functions, or service lines.
- Work collaboratively with Sales to propose and implement additional services aligned with client goals.
- Create and present business cases for expanding client teams or transitioning additional workstreams to STAFFVIRTUAL.
- Track performance trends and client needs to recommend innovative solutions and service enhancements.
- Attend Sales calls if needed.
Escalation & Issue Resolution:
- Manage and resolve client escalations with urgency and professionalism.
- Act as the liaison between the client and internal departments to ensure successful issue resolution.
- Establish clear escalation paths and protocols to manage client concerns effectively.
Billing & Rate Monitoring:
- Assist in monthly client billing processes to ensure accuracy and timeliness.
- Monitor billable rates, margins, and profitability for each client account.
- Ensure implementation of annual rate increases in alignment with contractual terms and company policy.
- Collaborate with Finance to resolve billing disputes and clarify client invoicing concerns.
Team Leadership & Development:
- Manage the Client Success team, providing guidance, support, and performance evaluations.
- Develop internal KPIs and SLAs for client success.
- Promote a trilateral relationship that values clients, employees, and STAFFVIRTUAL equally, reinforcing best practices in relationship management that balance client success, employee engagement, and organizational health.
Qualifications:
- Bachelors degree in Business, Marketing, Communications, or any related field
- At least 5 years of experience in client success or account management, ideally in a BPO or outsourcing setup
- Proven ability to manage and grow client accounts, lead business reviews, and drive renewals and upsells
- Experience handling client escalations, overseeing service delivery, and collaborating with cross-functional teams (Sales, Finance, Operations)
- Familiarity with billing processes, profitability tracking, and implementing rate changes
- Strong leadership background able to guide a team and set performance metrics (KPIs/SLAs)
- Excellent communication skills and confidence in working directly with U.S.-based clients
- Proficient in Microsoft Office and CRM tools (e.g., HubSpot, Salesforce, or similar)
Why Join STAFFVIRTUAL?
At STAFFVIRTUAL, we dont just offer jobs we build careers. As part of our team, youll enjoy:
- Competitive compensation and benefits package
- Clear opportunities for career growth and advancement
- A collaborative and supportive team culture
- Exposure to a diverse, global client base
- The chance to make a meaningful impact on businesses worldwide
Perks & Benefits Youll Enjoy:
- Hybrid work setup flexibility to work from home and on-site
- Company-issued laptop
- HMO coverage on Day 1 plus free dependent coverage
- Paid leaves
- 13th Month Pay
- Referral bonuses
- Competitive salary package
Work Setup:
This is a hybrid/onsite role. Open to applicants across the Philippines, with reporting locations available at our Pasig or Cebu office.
If you're a motivated, client-focused professional whos ready to grow with a company that values people and performance wed love to hear from you. Apply now and join our dynamic team at STAFFVIRTUAL!
Job Type: Full-time
Benefits:
- Health insurance
- Opportunities for promotion
Work Location: Hybrid remote in Cebu City