Customer/Client Success Manager

VA Masters; Tayabas; On-site; PHP 350,000 - 550,000; Full time

Job summary

VA Masters in the Philippines is seeking a Customer/Client Success Manager to be the main contact for our existing client base and ensure they derive full value from our services and products.

You will also manage day-to-day bookkeeping and invoicing in Xero, requiring accuracy with numbers and a warm, professional demeanor with clients. This role emphasizes building relationships and spotting opportunities for additional solutions we offer.

Qualifications

• Experience in a client-facing role such as customer success, account management, client services or customer support.
• Excellent written and spoken English with a warm, professional, customer-friendly communication style.
• Hands-on experience with Xero, including creating invoices and setting up recurring billing.
• Solid bookkeeping fundamentals — invoicing, reconciliation, and accurate record keeping.
• Strong follow-through: the ability to chase items to completion without being reminded.
• Comfortable acting as the bridge between clients and a technical team, translating requests clearly in both directions.
• Highly organized with strong attention to detail.
• Reliable, detail-oriented, and able to work independently.

Responsibilities

• Serve as the primary point of contact for existing clients, checking in regularly on active services and projects.
• Build and maintain long-term client relationships so clients feel supported and stay engaged with us.
• Learn our full range of products and services in depth so you can spot where a client would benefit from solutions they are not yet using.
• Handle incoming client inquiries about our digital products in a friendly, helpful way.
• Log and pass technical support questions to our technical team with clear, complete details.
• Follow up with the technical team when a client is waiting on a response, and keep the client updated on progress until the issue is resolved.
• Review and tidy up existing invoicing records, identifying services that were under-billed or not billed at all.
• Set up and manage recurring and repeating invoices in Xero.
• Maintain accurate bookkeeping records on an ongoing monthly basis.
• Track client interactions, follow-ups, and outstanding items so nothing falls through the cracks.

Skills

Client relationship management

English communication

Detail orientation

Independent worker

Cross-functional liaison

Time management

Tools

Xero

Job description

Job Summary:

We're looking for a Customer/Client Success Manager to become the main point of contact for our existing client base. You will build strong ongoing relationships with our clients, make sure they are getting full value from the services and products they use with us, and identify opportunities where additional solutions we offer could help them. This role also includes managing our day-to-day bookkeeping and invoicing in Xero, so accuracy with numbers matters as much as a warm, professional manner with people.

Key Responsibilities:

• Serve as the primary point of contact for existing clients, checking in regularly on active services and projects
• Build and maintain long-term client relationships so clients feel supported and stay engaged with us
• Learn our full range of products and services in depth so you can spot where a client would benefit from solutions they are not yet using
• Handle incoming client inquiries about our digital products in a friendly, helpful way
• Log and pass technical support questions to our technical team with clear, complete details
• Follow up with the technical team when a client is waiting on a response, and keep the client updated on progress until the issue is resolved
• Review and tidy up existing invoicing records, identifying services that were under-billed or not billed at all
• Set up and manage recurring and repeating invoices in Xero
• Maintain accurate bookkeeping records on an ongoing monthly basis
• Track client interactions, follow-ups, and outstanding items so nothing falls through the cracks

Mandatory Skills:

• Proven experience in a client-facing role such as customer success, account management, client services, or customer support
• Excellent written and spoken English with a warm, professional, customer-friendly communication style
• Hands-on experience with Xero, including creating invoices and setting up recurring billing
• Solid bookkeeping fundamentals — invoicing, reconciliation, and accurate record keeping
• Strong follow-through: the ability to chase items to completion without being reminded
• Comfortable acting as the bridge between clients and a technical team, translating requests clearly in both directions
• Highly organized with strong attention to detail
• Reliable, detail-oriented, and able to work independently

Preferred Skills:

• Experience with account growth, upselling, or cross-selling additional services to existing clients
• Background supporting a services, agency, or digital products business
• Familiarity with CRM or client tracking tools
• Experience creating simple SOPs or documentation for recurring processes
• Comfort learning new digital products quickly at a functional (non-technical) level
• Ability to manage multiple client relationships simultaneously

Why Join Us:

This is a genuinely varied role where you will get to know our clients personally and see the direct impact of your work on their experience with us. You will have real ownership of the client relationship rather than sitting behind a queue, and room to grow the role as you take on more. We value people who take initiative, communicate openly, and care about doing things properly.