Customer Success Manager

customer success manager

The Customer Success Manager’s role is to develop, manage, and maintain the WPExpert and Techstack’s relationships with its clients. This person is in charge of prospect-to-close communications, client retention, client happiness, and acquiring testimonials to ensure continued success of the division. 

Responsibilities

  • Serve as the point of contact for all client account management matters
  • Build and maintain strong, long-lasting relationships with clients based on trust and respect
  • Assist with challenging client requests or issue escalations as needed
  • Identify opportunities to grow business with existing clients
  • Prepare reports on account status
  • Ensure the timely and successful delivery of our projects according to client needs and objectives
  • Set clear expectations to the client of the company’s processes and turnaround times
  • Deliver correct and complete project files to the clients
  • Collect information and files for the assessment and gathering information stage of each project
  • Service multiple clients concurrently, often meeting deadlines

Requirements

  • Exceptional verbal and written communication skills (EFSET C1/ C2 level – take a FREE online test) 
  • Adaptability and strong problem-solving skills
  • Excellent active listening, negotiation, and presentation skills
  • Excellent time and project management skills
  • Natural relationship builder with integrity, reliability, and maturity
  • Proven ability to handle multiple account management projects at a time, while maintaining sharp attention to detail
  • Intermediate knowledge of digital marketing platforms, web development platforms, plugins, etc. 
  • Keen attention to detail and adherence to deadlines
  • Ability to prioritize among competing tasks
  • Critical thinking and problem-solving skills
  • Fast and stable internet connection with backup 

About the Job Offer 

$750 USD a month monthly retainer 

  • BONUS: $10-20 USD per client per month retained, on the subscription plans 
  • BONUS: $125-250 USD per client upgrade or referral, scripts and templates will be provided for you (on subscription plans)
  • BENEFIT: Private insurance with telemedicine

This is a full-time position with crossover US and Philippine working hours. You have to work a minimum of 6 hours a day on the US timezone (EST or PST) and your remaining working hours can be filled during Philippine time (daytime). You do have the option of working US hours all throughout, which is ideal. 

If you’re keen to apply, send your CV with relevant, verifiable info, to [email protected] (James Urcia, Division Head, Techstack). Please also include your cover letter on why you would be perfect for this position. Good luck!