Client Success & Onboarding Specialist

nXscale; Makati; Hybrid; PHP 420,000 - 700,000; Full time

Job summary

nXscale is seeking a Client Success Officer for its client HR/payroll SaaS platform. You will guide customers from onboarding through implementation and act as the main liaison with Product and Tech teams to address issues and feedback.

Ideal candidates are people-oriented, organized, proactive, and able to explain processes clearly to business clients while maintaining strong documentation and follow-ups. Hybrid setup with client visits is expected.

Qualifications

• 3+ years of experience in customer success, account management, client servicing, customer support, or similar role.
• Experience communicating with business owners, HR teams, and other client stakeholders.
• Comfortable learning new software and explaining processes clearly.

Responsibilities

• Manage client onboarding and ensure a smooth transition from sales to implementation
• Guide clients through Trellis features, workflows, and best practices
• Serve as the primary point of contact for assigned clients
• Respond to client questions and concerns through appropriate communication channels
• Coordinate with Product and Tech teams to resolve technical issues and client concerns
• Monitor client usage, engagement, and overall satisfaction
• Proactively check in with clients and identify opportunities to improve their experience
• Gather and document client feedback, requests, and recurring concerns
• Help clients understand HR and payroll processes within the Trellis platform
• Maintain accurate client records, account information, and follow-up activities
• Support client renewals, retention, and account growth initiatives
• Identify opportunities where additional Trellis features or services may benefit the client
• Prepare client updates, reports, and other account-related documentation as needed
• Contribute ideas and feedback to continuously improve Trellis’ customer experience and processes

Skills

Strong communication

Interpersonal skills

Organized

Patient

Solution-oriented

Education

Bachelor's degree in Business/HR/Communications/Marketing

Job description

nXscale is seeking a Client Success Officer for its client HR/payroll SaaS platform. You will guide customers from onboarding through implementation and act as the main liaison with Product and Tech teams to address issues and feedback.

Ideal candidates are people-oriented, organized, proactive, and able to explain processes clearly to business clients while maintaining strong documentation and follow-ups. Hybrid setup with client visits is expected.