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SUMMARY
The Customer Success Manager (CSM) is responsible for building and maintaining strong, strategic relationships with a portfolio of managed services clients. This role serves as a trusted advisor to key stakeholders, ensuring clients receive maximum value from IT services while aligning technology solutions with their business objectives.
The CSM acts as the primary liaison between clients and internal technical teams, bridging business needs and technical execution. This is a consultative, client-facing role focused on driving satisfaction, retention, and long-term growth through proactive engagement and strategic guidance.
JOB RESPONSIBILITIES
Client Success & Relationship Management
• Develop and maintain strong relationships with assigned clients, gaining a deep understanding of their business goals, challenges, and IT environments.
• Serve as a trusted advisor to client stakeholders, ensuring alignment between IT services and business objectives.
• Conduct regular client check-ins to assess satisfaction, gather feedback, and identify improvement opportunities.
• Prepare and deliver Quarterly Business Reviews (QBRs) to demonstrate value, performance, and strategic recommendations.
Issue Management & Escalation
• Act as the primary escalation point for client concerns that fall outside standard service desk tickets.
• Proactively identify risks and potential issues before they impact client operations.
• Coordinate with internal technical teams to drive timely resolution of high-impact or complex issues.
Strategic Growth & Value Realization
• Help clients understand, measure, and maximize the value delivered by IT services and solutions.
• Identify and support cross-sell and up-sell opportunities within the assigned client base.
• Translate client business goals into actionable IT strategies and technology roadmaps.
Collaboration & Reporting
• Monitor customer health metrics and analyze client data to support retention and satisfaction initiatives.
• Collaborate closely with service delivery, engineering, and leadership teams to tailor solutions that meet client needs.
• Provide regular internal updates on account status, risks, opportunities, and client feedback.
Requirements
QUALIFICATIONS
• Bachelor’s degree in Business, Communications, or a related field.
• At least 2–3 years of experience in IT B2B client success, account management, service delivery, or a similar client-facing role (for CSM level).
• 3+ years of experience in a similar role for Technical Account Manager (TAM) level.
• Strong interpersonal skills with a customer-focused mindset.
• Excellent verbal, written, presentation, and organizational skills.
• Ability to manage multiple client accounts and effectively prioritize tasks.
• High-level understanding of IT services, solutions, and MSP operations.
• Strong problem-solving skills with a strategic and consultative approach.
• Proficiency in ConnectWise and Microsoft Office Suite.
• Ability to work independently and collaboratively in a remote environment.
JOB REQUIREMENTS
• Should be willing to accept a long-term work-from-home arrangement.
• Should be amenable to a permanent night shift schedule.
Benefits
- Full Philippine Statutory Benefits
- 13th Month Pay
- De Minimis Allowance
- Night Shift Differential Pay
- Paid Time Off (PTO)
- Health Insurance
- Life Insurance (maximum of PHP 3M coverage)
- Company-Provided Equipment
Details
