Customer Success Manager

The Customer Success Manager will play a pivotal role in ensuring client satisfaction and project excellence by supporting the design and implementation of scalable operations, proposing manpower strategies, and aligning internal processes with client needs. As one of the founding team members, this role will also be instrumental in shaping the service experience and contributing to the long-term success of the platform.

Key Responsibilities

1. Client Relationship Management
   • Act as a primary point of contact for client onboarding and ongoing relationship management.
   • Understand client requirements deeply and tailor manpower solutions accordingly.
   • Ensure clients’ goals are met through regular check-ins, reporting, and proactive communication.
2. Manpower Solutions & Talent Matching
   • Work closely with the Dept Head to understand client briefs and propose appropriate staffing and talent sourcing strategies.
   • Ensure the right fit of gig workers to client projects, balancing skills, availability, and client expectations.
   • Anticipate client manpower needs and proactively build pipelines of available talent.
3. Operations & Process Setup
   • Help establish operational processes, SOPs, and feedback loops that ensure smooth internal and external execution.
   • Collaborate with the Founder and tech team to align operational needs with platform features.
   • Maintain and update documentation for process improvement and scalability.
4. Project Success Oversight
   • Monitor key project metrics including fulfilment rate, turnaround time, and client satisfaction.
   • Resolve project-level issues swiftly and ensure lessons learned are incorporated into future deployments.
   • Drive improvements in gig worker readiness and project preparedness.
5. Stakeholder Engagement & Internal Collaboration
   • Liaise with internal departments (tech, marketing, and sales) to communicate client needs and ensure alignment.
   • Collaborate with recruitment teams to ensure sourcing strategies are in sync with client delivery requirements.
   • Represent the company in client meetings, feedback sessions, and industry events when needed.

Key Qualifications

• Bachelor’s degree in Business, Communications, Human Resources, or a related field.
• Minimum of 5–8 years of experience in client-facing roles such as customer success, account management, or operations.
• Experience in the gig economy, staffing, or tech-enabled platforms is a strong advantage.
• Proven track record in setting up processes and ensuring project delivery excellence.
• Excellent interpersonal and communication skills with the ability to build lasting client relationships.
• Strong operational thinking and process design skills.
• Knowledge of CRM and workforce management tools is a plus.
• Ability to multitask, prioritize, and work in a dynamic, high-growth startup environment.
• Entrepreneurial spirit and ownership mindset.
• Collaborative and proactive problem-solver.
• Comfortable wearing multiple hats in a startup environment.
• Willingness to travel or meet clients on-site if necessary.