Associate Manager - Customer Success - [Cabuyao, Philippines]

Antler; Manila; Remote; PHP 1,707,000 - 2,846,000; Full time

Job summary

A global logistics provider is seeking a Customer Success Manager to oversee client support and account management. You will build relationships with merchants, handle escalations, and ensure compliance with contract terms. The ideal candidate has 2+ years of relevant experience, strong communication skills, and a proactive mindset. This role offers a competitive salary and benefits, including health insurance and an annual bonus.

Benefits

Annual Bonus

25 days leave

Health Insurance

Macbook

Annual L&D support

Qualifications

• 2+ years of experience in Customer Success, Account Management, or Operations.
• Strong problem-solving skills with a proactive mindset.
• Ability to manage escalations effectively.
• Excellent communication and relationship-building skills.
• Experience with contract management and billing reconciliation.

Responsibilities

• Serve as the primary point of contact for client inquiries and support requests.
• Build strong relationships and monitor service level agreements.
• Validate invoices, track payments, and manage re-contracting.

Skills

Customer Success

Account Management

Problem-solving

Communication

Relationship-building

Tools

Excel

CRM tools

Ticketing systems

Job description

What you\'ll focus on

• Client Support & Escalation Management
  • Serve as the primary POC for client inquiries, support requests, and escalations.
  • Manage and resolve support tickets efficiently, ensuring a 90% One-Touch Resolution Rate.
  • Identify root causes of issues and work cross-functionally with warehouse, fulfilment, and operations teams to prevent recurrence.
  • Handle critical escalations that could impact fulfilment, brand reputation, or financials.
• Account Success Management
  • Build strong merchant relationships and serve as their trusted advisor.
  • Monitor fulfilment SLAs (e.g., on-time dispatch, and order cancellations) and work proactively to address service gaps.
  • Ensure all operations and billing comply with contract terms and SOPs.
  • Conduct Monthly & Quarterly Business Reviews (MBRs & QBRs) to analyze sales trends, fulfilment performance, shipping efficiency, and financials.
  • Identify upselling and cross-selling opportunities, driving revenue growth through new services, channels, and markets.
• Contract & Billing Management
  • Ensure all services align with contract agreements, rate cards, and SLAs.
  • Validate invoices, track payments, and follow up on overdue collections.
  • Update shipping rates to reflect carrier price changes and ensure billing accuracy.
  • Identify opportunities for contract renewals and service expansions.
  • Manage re-contracting and proactively engage merchants before contract expiry.

What you bring

• 2+ years of experience in Customer Success, Account Management, or Operations (preferably in e-commerce, logistics, or fulfilment)
• Strong problem-solving skills with a proactive and solutions-oriented mindset
• Ability to manage escalations effectively and provide root cause analysis
• Excellent communication and relationship-building skills
• Experience with contract management, SLAs, and billing reconciliation
• Proficiency in Excel, CRM tools, and ticketing systems

What you\'ll get

You’ll become part of a diverse team that\'s globally distributed. We are a business that\'s been built in the post-pandemic era, with each employee being given the flexibility to create and build in their space.

We are meritocratic and believe in the potential of our employees, we look to go further each time and develop as a team.

In addition to an exceptional culture, fostered by 3 great founders you’ll also get the following:

• Annual Bonus
• 25 days leave
• Health Insurance
• Macbook
• Annual L&D support

Please limit to one application

We believe diversity and representation are key to creating not only a great product but also an amazing customer and employee experience. Fostering this starts with hiring -- therefore we do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or any other aspect that makes you, you.

About us

Locad is the logistics engine for e-commerce brands to automatically store, pack, ship, and track orders across Asia-Pacific.

Our tech platform syncs inventory across online channels and organizes end-to-end order fulfillment through our reliable network of warehouses and shipping partners across Singapore, the Philippines, Thailand, Hong Kong, and Australia, with more locations opening soon.

Hundreds of brands now have access to the Locad logistics engine, allowing faster shipping, reduced costs, and exponential growth. Equipped with the technology, infrastructure, and partners running on one integrated system, Locad is on a mission to propel every business forward.

Locad. All Systems Go.