Client Success Manager
Job Location:
Manila - Philippines
Monthly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
We are a fast-growing organization at the forefront of AI-enabled customer experience delivery. We combine consulting software and technology services to help our clients accelerate time-to-value and achieve measurable outcomes in revenue growth cost reduction and productivity improvement. Our expertise spans contact center CRM AI and analytics and were ready to help our clients unlock new value.
The Client Success Manager will be responsible for managing a pool of low-touch / tech-touch clients in our Digital Client Success model ensuring seamless delivery high satisfaction and measurable business outcomes. This role focuses on proactive engagement issue resolution escalation management and on-time renewals ensuring that even our lower-touch accounts experience the full value of our solutions.
You will work closely with cross-functional teams (Delivery Product Engineering and Support) to manage and streamline client relationships address escalations quickly and identify opportunities for expanding value and adoption.
- Client Relationship Management
- Serve as part of a shared success team managing a portfolio of low-touch/tech-touch clients through automated and proactive engagement.
- Ensure proactive consistent communication using scalable outreach (email campaigns webinars automated check-ins).
- Monitor client health metrics and take preemptive action to improve retention and adoption.
- Client Issue Resolution & Escalation Management
- Own the resolution of client-reported satisfaction issues from identification to closure.
- Partner with internal teams to coordinate escalations ensure SLAs are met and communicate updates clearly to clients.
- Cross-Sell & Up-Sell Enablement
- Identifying and working expansion opportunities (AI consulting analytics new modules increased usage tiers etc).
- Adoption & Usage Monitoring
- Tracking client usage metrics health scores renewal probability and feature adoption with dashboards.
- Triggering automated outreach based on usage thresholds (e.g. if usage drops or spikes).
- Guiding customers toward high-value features to increase stickiness.
- Customer Education & Enablement
- Hosting regional or multilingual webinars for product updates best practices and how-to training.
- Creating or curating knowledge base content for FAQs and troubleshooting.
- Operational Excellence
- Use CRM PowerBI analytics and automation tools to manage client portfolios at scale.
- Maintain accurate client records health scores and engagement histories.
- Contribute to process improvements for low-touch/tech-touch client success programs.
- Experience: 24 years in Client Success Account Management or related roles (preferably in SaaS technology or consulting environments).
- Skills:
- Strong problem-solving communication and organization skills.
- Ability to manage multiple client accounts simultaneously at scale.
- Familiarity with CRM systems analytics dashboards and tech-touch engagement platforms.
- Experience handling issue resolution and escalation management across multiple stakeholders.
- Industry Knowledge: Understanding of contact center operations CRM platforms AI solutions or analytics is a plus.
- Language: Fluency in English
- Willingness and ability to work US hours (night shift / US business time alignment)
- Opportunity to work with an innovative AI-focused organization redefining customer experience delivery.
- Collaborative high-performance team culture with growth opportunities.
- Exposure to cutting-edge technology and leading global clients.
- Consistently meeting or exceeding client satisfaction and retention targets for low-touch accounts.
- Efficiently resolving and reducing escalations while improving client health scores.
- Identifying and driving opportunities for measurable client outcomes aligned to revenue cost and productivity goals.
Required Experience:
Manager
About Company
We believe that humanity and technology should ​co-exist, and that at the nexus of the ​most powerful experiences, humanity and technology collide. At TTEC Digital, we combine the expertise, innovation, partnerships, and passion of three industry-leading customer experience com ... View more
