Enterprise Client Success Manager (AU Offshore, Hybrid)

The Client Success Manager is responsible for managing client relationships, ensuring the successful delivery of solutions, and maximizing client satisfaction and retention. This role acts as a trusted partner to clients, guiding them through the implementation and ongoing use of company products and services. The ideal candidate will combine strong communication, problem-solving, and project management skills to deliver an exceptional client experience.

Key Responsibilities

• Client Relationship Management
• Build and maintain strong, long-lasting relationships with assigned clients.
• Serve as the primary point of contact, fostering trust and acting as a reliable advisor.
• Develop and maintain relationships with key account stakeholders and executive sponsors to ensure alignment with client objectives.
• Solution Delivery and Account Management
• Ensure timely and successful delivery of company solutions tailored to client needs and objectives.
• Communicate clearly the progress of projects, updates, and requirements to clients and internal stakeholders.
• Manage a portfolio of clients, proactively identifying and addressing their needs and concerns.
• Prepare and present detailed reports on account status, usage, and value realization.
• Business Growth and Opportunity Identification
• Identify opportunities to expand the use of company solutions within existing accounts.
• Collaborate with clients to understand business challenges and suggest tailored solutions.
• Support upselling and cross-selling initiatives in coordination with the sales team.
• Issue Resolution and Support
• Assist with complex client requests or escalations, ensuring swift and satisfactory resolution.
• Proactively identify potential challenges and work with internal teams to mitigate risks.
• Act as a client advocate internally, ensuring that client feedback informs product and service improvements.
• Client Engagement and Reporting
• Conduct regular check-ins with clients to ensure continued satisfaction and adoption of solutions.
• Prepare actionable insights and reports to track client success metrics, progress, and value delivery.
• Support internal stakeholders with client insights and updates to drive strategic decisions.

• Education: Bachelor's degree in Business, Marketing, Communications, or related field.
• Experience: 5 years in client success, account management, customer service, or a related field. Experience in SaaS or B2B services is preferred]

• Skills & Competencies:
• Strong communication and interpersonal skills, with the ability to influence and build trust with clients.
• Excellent problem-solving and critical thinking abilities.
• Strong organizational and project management skills.
• Ability to manage multiple client accounts simultaneously and prioritize effectively.
• Proficiency in CRM tools (e.g., Salesforce, HubSpot) and MS Office.
• Customer-focused mindset with a proactive approach to identifying client needs.

• Hybrid
• Medical, Dental Coverage and Life insurance from day 1 of employment
• Paid Vacation and Sick Leave (with Quarterly Sick Leave Conversion)
• Competitive salary package and annual appraisal
• Financial Assistance Program
• Mandatory Government Benefits and 13th Month Pay
• Regular Company Events, Work Life Balance, and Career growth opportunities

ConnectOS is certified as a Great Place to Work and is a top-rated Philippines employer of choice.

Our Client has more than two decades of experience serving clients in Orange County, They focuses in Family law and debt issues.

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Equal Employment Statement

Employment decisions at ConnectOS will be conducted without consideration of factors such as age', race, color, religion, gender, disability status, sexual orientation, gender identity or expression, genetic information, and marital status. ConnectOS ensures the full confidentiality of the data it processes.