Client Success Lead (Remote, PHILIPPINES)

ATTENTION: EXCLUSIVELY OPEN TO INTERNAL APPLICANTS

Role Summary

Key Responsibilities

• Lead and support the Mid-Market Client Success Partner Team through targeted enablement initiatives and performance management.
• Serve as both player and coach—balancing personal account responsibilities with leadership duties.
• Manage a Team of 7 to 10 CSP’s managing 15 to 20 complex accounts each within the Mid-Market vertical, representing $15M–$20M in annual revenue.
• Oversee onboarding, development, and performance of new CSPs; accelerate learning curve and readiness.
• Evaluate each CSP’s strengths and development needs to align team skill sets with core business priorities.
• Support and resolve escalations raised by CSPs, ensuring quick and accurate issue resolution.
• Maintain territory assignments and key productivity ratios for assigned book of business.
• Partner with senior leadership to identify and implement Client Solutions process improvements.
• Facilitate successful rollout of new initiatives by ensuring operational readiness and clarity of execution.
• Own revenue pipeline forecasting and management for assigned clients.
• Monitor and manage contract renewals, amendments, and compliance obligations.
• Collaborate with cross‑functional departments to prioritize and execute account management tasks.
• Implement and optimize customer screening programs aligned with client business goals.
• Develop and negotiate long‑term contracts to secure revenue retention and growth.
• Build multi‑level client relationships to ensure partnership stability and program continuity.
• Create and execute strategic account plans targeting revenue expansion and enhanced client satisfaction.
• Support/Conduct regular Business Reviews using insight‑driven value propositions to mitigate client risk.
• Identify and drive upsell and cross‑sell opportunities leveraging the company’s full suite of services.
• Perform other duties as assigned.

Skills & Qualifications

• At least 4 years of proven track record of success in client success, account management, or related leadership roles.
• Exceptional organizational and prioritization skills.
• Strong analytical capability with the ability to identify business opportunities and operational risks.
• Demonstrated project management experience managing multi‑team deliverables.
• Strong business judgment—able to make strategic decisions balancing data and broader business impact.
• Ability to manage time‑sensitive work under pressure while maintaining high‑quality outcomes.
• Excellent communication and professional writing skills.
• Ability to quickly learn operational workflows and communicate them clearly to stakeholders.
• High proficiency with Excel, Salesforce (SFDC), and PowerPoint.