Customer Success Manager

JS Morlu; Manila; À distance; PHP 844 000 - 1 266 000; Plein temps

Avantages offerts par ce poste

Quarterly bonus

Résumé du poste

JS Morlu is seeking a proactive Client Success Manager to oversee client relationships, onboarding, and retention across four software brands. You will coordinate with accounting, tax, audit, and advisory professionals while leveraging HubSpot, Zendesk, Apollo, Brevo, Slack, and RingCentral to ensure smooth workflows.

The role is remote with meaningful overlap with U.S. Eastern Time. A quarterly bonus is available based on customer satisfaction, onboarding, and retention targets.

Qualifications

• At least three years of experience in customer success, customer support, client management, or service operations.
• Excellent written and spoken English.
• Confident communicating with U.S. clients and handling difficult conversations.
• Hands-on experience with HubSpot and Zendesk.
• Experience working with automated customer journeys and integrated systems.
• Strong organizational skills and ability to manage relationships across several brands.
• Ability to learn software products and explain them in simple language.
• Reliable internet, suitable computer, and professional remote working environment.
• Availability for the agreed schedule with meaningful overlap with U.S. Eastern Time.

Responsabilités

• Serve as the central contact for client communication and coordination.
• Coordinate onboarding and explain administrative requirements and next steps.
• Track outstanding documents, information requests, and client responses.
• Arrange meetings with accounting, tax, audit, or advisory professionals.
• Obtain progress updates and monitor delivery dates.
• Keep clients informed of outstanding requirements and timelines.
• Escalate delays, complaints, and unanswered questions promptly.
• Maintain accurate client records and follow-up tasks in HubSpot.
• Coordinate engagement renewals and invoice reminders with responsible teams.
• Refer questions to qualified staff and track resolution.

Connaissances

Customer success

Communication

Project coordination

Remote collaboration

Formation

Experience in SaaS/support operations

Outils

HubSpot

Zendesk

Apollo

Brevo

Slack

RingCentral

Description du poste

Client Relationships | Software Support | Onboarding & Retention

Remote | Full-Time | Client Experience and Operations

Coverage: JS Morlu and four software brands

Working Hours: Agreed schedule with meaningful overlap with U.S. Eastern Time

JOB SUMMARY

We are seeking a proactive, organized, and results-driven Client Success Manager to manage client relationships for JS Morlu and customer support and success across four software brands.

JS Morlu — Client Management

• Coordinate client communication, onboarding, document requests, service updates, and follow-up with the professionals delivering the work.

Four Software Brands — Customer Support and Success

• Monitor customer journeys that are approximately 90% automated, resolve exceptions, help customers use the products successfully, and support retention.

Our established technology environment includes integrated Apollo and HubSpot, Brevo, integrated Zendesk and Slack, and RingCentral for internal video conferencing.

Your responsibility is to keep customers informed, coordinate solutions, and ensure that commitments are completed.

COMPENSATION

• Monthly base salary: US$1,200–US$1,800.
• Payment in USD or the agreed local-currency equivalent.
• Salary placement depends on relevant experience, demonstrated skills, and ability to manage the role independently.
• A quarterly performance bonus will be available based on agreed customer satisfaction, onboarding, follow-up, and retention targets.

KEY RESPONSIBILITIES

1. JS MORLU CLIENT MANAGEMENT

• Serve as the central contact for client communication and coordination.
• Coordinate onboarding and explain administrative requirements and next steps.
• Track outstanding documents, information requests, and client responses.
• Arrange meetings with the relevant accounting, tax, audit, or advisory professionals.
• Obtain progress updates and monitor agreed delivery dates.
• Keep clients informed of outstanding requirements and confirmed timelines.
• Escalate delays, complaints, and unanswered questions promptly.
• Maintain accurate client records and follow-up tasks in HubSpot.
• Coordinate engagement renewals and invoice reminders with the responsible teams.
• Refer professional accounting, tax, audit, and advisory questions to qualified staff and track them through resolution.

2. CUSTOMER SUPPORT ACROSS FOUR SOFTWARE BRANDS

• Manage customer inquiries and support cases through Zendesk and designated channels.
• Resolve routine questions using approved guidance and help resources.
• Assist with registration, account access, password resets, navigation, subscriptions, and basic product use.
• Document technical issues clearly, including steps to reproduce them and relevant screenshots.
• Use the Zendesk–Slack integration to coordinate escalations with the appropriate teams.
• Keep customers informed of progress and next steps.
• Confirm that the solution works before closing a support case.

3. MONITOR AUTOMATED CUSTOMER WORKFLOWS

Approximately 90% of our software customer workflows are already automated. The role requires monitoring progress and intervening when customers need human assistance.

• Review support queues, alerts, onboarding progress, and overdue tasks.
• Identify incomplete registrations, stalled onboarding, failed communications, and missed handoffs.
• Follow up with customers who become stuck or stop progressing.
• Monitor relevant customer communications and follow-up activity through HubSpot and Brevo.
• Check that automated messages and guidance remain accurate and useful.
• Coordinate workflow corrections with engineering and operations.
• Recommend improvements that reduce recurring problems and unnecessary manual work.

4. CUSTOMER SUCCESS AND RETENTION

• Help software customers achieve their first meaningful result.
• Coordinate product walkthroughs and targeted onboarding assistance when needed.
• Identify signs of frustration, inactivity, cancellation, or nonrenewal.
• Understand barriers to adoption and coordinate practical solutions.
• Follow up on subscription concerns and renewal risks.
• Identify appropriate upgrade or cross-selling opportunities and refer them to sales.
• Gather customer feedback and request reviews or testimonials through approved processes.

5. USE THE EXISTING TECHNOLOGY EFFECTIVELY

• Apollo + HubSpot: Review sales handoffs, maintain customer history, and track relationship activity and follow-up tasks.
• Brevo: Monitor relevant automated customer communications and identify delivery or follow-up issues.
• Zendesk + Slack: Manage support cases, coordinate internal escalations, and track issues through resolution.
• RingCentral: Participate in internal video conferences for case reviews, handoffs, and service coordination.

Additional responsibilities:

• Keep records accurate and avoid duplicate or conflicting information.
• Ensure every open issue has an owner, next action, and follow-up date.
• Report integration or workflow failures to the responsible team.
• Follow approved procedures for accessing and handling client information.

6. REPORTING AND CONTINUOUS IMPROVEMENT

• Prepare a concise weekly client support and success scorecard.
• Report overdue cases, stalled onboarding, at‑risk customers, and unresolved commitments.
• Identify recurring complaints and their underlying causes.
• Recommend practical improvements to communication, onboarding, and support.
• Maintain approved FAQs, response templates, and customer guidance.

PERFORMANCE MEASURES

• JS Morlu Client Management: Timely responses, completed follow‑ups, aging of outstanding requests, and client satisfaction.
• Software Support: First‑response time, resolution time, overdue cases, and reopened issues.
• Software Onboarding: Completion rate, stalled onboarding, and time to first meaningful result.
• Customer Success: Product adoption, retention, renewals, and cancellation reasons.
• Automation Oversight: Unresolved exceptions, intervention time, and recurring workflow failures.
• Recordkeeping: Accurate records, clear ownership, and timely reporting.

Targets will reflect customer volumes, service commitments, and baseline performance.

REQUIRED QUALIFICATIONS

• At least three years of experience in customer success, customer support, client management, or service operations.
• Excellent written and spoken English.
• Confidence communicating with U.S. clients and handling difficult conversations.
• Hands‑on experience with HubSpot and Zendesk.
• Experience working with automated customer journeys and integrated systems.
• Strong organizational skills and the ability to manage relationships across several brands.
• Ability to learn software products and explain them in simple language.
• Sound judgment when setting expectations and escalating issues.
• Reliable internet, a suitable computer, and a professional remote working environment.
• Availability for the agreed schedule with meaningful overlap with U.S. Eastern Time.

PREFERRED QUALIFICATIONS

• Experience supporting B2B SaaS customers or clients of an accounting or professional services firm.
• Familiarity with Apollo, Brevo, Slack, and RingCentral.
• Demonstrated success improving onboarding, customer satisfaction, or retention.
• Ability to investigate routine software problems and document bugs clearly.

FIRST 90 DAYS

First 30 Days:

• Learn JS Morlu's client management process, the four software products, existing integrations, escalation procedures, and open issues.

By Day 60:

• Maintain reliable follow-up, clear case ownership, active monitoring of automation exceptions, and consistent weekly reporting.

By Day 90:

• Demonstrate measurable improvements in communication, support responsiveness, onboarding, and resolution of recurring customer problems.