Global Client Success Manager

2X; Pasig; Remote; PHP 5,041,000 - 7,561,000; Full time

Job summary

2X is redefining marketing through a scalable MaaS model and seeks a Global Customer Success Manager to own day-to-day client relationships, coordinate delivery, and protect account health within a Growth Partnership. You will lead monthly Performance Reviews, monitor health via Knownwell, and collaborate with cross-functional teams to drive growth and client trust in a scalable, repeatable process.

This role requires 3–5+ years in client success, strong communication, and CRM experience; AMER

Qualifications

• 3–5+ years in client success, account management, project management, or marketing operations in a B2B or agency environment.
• Experience managing client communications and coordinating delivery across cross-functional teams.
• Strong organizational and time management skills — able to manage multiple accounts simultaneously with precision and calm.
• Familiarity with health monitoring tools or CRM platforms (Knownwell, Gainsight, Salesforce, or equivalent).
• Solid understanding of B2B marketing operations, campaign execution, and performance reporting.
• Excellent written and verbal communication skills — able to deliver Performance Reviews with clarity and confidence.
• Available for AMER business hours overlap (US Eastern/Central time zone coverage required).
• Hands-on experience using AI tools to improve the speed or quality of work — with specific examples of how AI has changed how you operate.

Responsibilities

• Own the day-to-day client relationship for assigned accounts — serving as the named point of accountability for delivery health, communication, and client satisfaction.
• Lead monthly Performance Reviews — delivering structured, metrics-forward check-ins that give clients clarity on how 2X is performing and what’s coming next.
• Monitor account health via Knownwell — tracking signals, escalating risks to your Sr. Global CSM with context, and adjusting engagement intensity based on health data.
• Coordinate delivery handoffs and cross-functional execution — working with the shared CDD allocation and internal delivery teams to keep projects on track and expectations aligned.
• Maintain accurate and timely Salesforce records — supporting reporting, forecasting, and portfolio visibility across the Growth Partnership team.
• Execute the scaled playbook with consistency and rigor — following established processes for account management, review delivery, and client communication.
• Build trusted client relationships through responsive, reliable engagement — making complexity feel simple and delivery feel dependable.
• Surface expansion signals and risk flags to your Sr. Global CSM — providing the account context needed to support coverage decisions and commercial motion.

Skills

Client success

Account management

Cross-functional coordination

CRM familiarity

AI tools usage

Communication skills

Tools

Knownwell

Gainsight

Salesforce

Job description

2X is redefining how marketing gets done through a scalable, flexible, and deeply embedded Marketing as a Service (MaaS) model. We partner with some of the world's leading B2B organizations to accelerate growth, improve operational efficiency, and drive measurable business outcomes. Our teams function as true extensions of our clients' marketing organizations — integrating strategy, execution, and data-driven decision making to create lasting impact.

Role Overview

As a Global Customer Success Manager in 2X’s Growth Partnership model, you are the named account owner — the person your clients hear from, rely on, and trust to keep the engagement on track. You operate within a team led by a Senior Global CSM, holding accountability for the day-to-day health, delivery coordination, and relationship quality of your assigned accounts. At this level, execution is the standard and the Growth Partnership playbook is your operating guide. Your accounts are below the Executive Partnership threshold, which means every interaction matters. The relationships you build and the service quality you deliver are what keep accounts in the portfolio and create the conditions for growth. You run monthly Performance Reviews with precision, monitor account health through Knownwell, and surface risks and signals to your Sr. Global CSM before they become escalations. You don't wait for problems to find you, you find them first. This is a role for someone who takes operational excellence seriously and understands that in a scaled model, consistency is a form of care. You’ll work closely with your Sr. Global CSM, develop a deep command of the playbook, and contribute to a team built on the idea that service excellence, not strategy, is the motion that keeps clients and positions them for growth.

Key Responsibilities

• Own the day-to-day client relationship for assigned accounts — serving as the named point of accountability for delivery health, communication, and client satisfaction.
• Lead monthly Performance Reviews — delivering structured, metrics-forward check-ins that give clients clarity on how 2X is performing and what’s coming next.
• Monitor account health via Knownwell — tracking signals, escalating risks to your Sr. Global CSM with context, and adjusting engagement intensity based on health data.
• Coordinate delivery handoffs and cross-functional execution — working with the shared CDD allocation and internal delivery teams to keep projects on track and expectations aligned.
• Maintain accurate and timely Salesforce records — supporting reporting, forecasting, and portfolio visibility across the Growth Partnership team.
• Execute the scaled playbook with consistency and rigor — following established processes for account management, review delivery, and client communication.
• Build trusted client relationships through responsive, reliable engagement — making complexity feel simple and delivery feel dependable.
• Surface expansion signals and risk flags to your Sr. Global CSM — providing the account context needed to support coverage decisions and commercial motion.

Your Mindset

• AI-Forward: Uses AI tools to work faster and more accurately — in Performance Review preparation, status reporting, client communication drafts, and account research. Can demonstrate specific examples of how AI has changed how they operate.
• Outcome-Driven: Anchors every account interaction in the outcomes that matter — NPS 70+, on-time delivery, and account retention. Does not confuse activity with impact.
• Playbook Disciplined: Follows the scaled playbook with consistency and rigor — understands that reliability at scale is built on process, not improvisation.
• Client-Obsessed: Earns client trust through responsiveness, follow-through, and making every interaction feel intentional. The relationship starts with showing up the same way, every time.
• Collaborative by Nature: Operates as part of a team — shares account context proactively, escalates early, and makes the Sr. Global CSM and delivery teams more effective by keeping them informed.
• Relationship-Led: Builds meaningful client relationships within the scope of the Growth model — the kind of trust that keeps accounts stable and creates the conditions for growth.

Your Qualifications

• 3–5+ years of experience in client success, account management, project management, or marketing operations in a B2B or agency environment.
• Experience managing client communications and coordinating delivery across cross-functional teams.
• Strong organizational and time management skills — able to manage multiple accounts simultaneously with precision and calm.
• Familiarity with health monitoring tools or CRM platforms (Knownwell, Gainsight, Salesforce, or equivalent).
• Solid understanding of B2B marketing operations, campaign execution, and performance reporting.
• Excellent written and verbal communication skills — able to deliver Performance Reviews with clarity and confidence.
• Available for AMER business hours overlap (US Eastern/Central time zone coverage required).
• Hands-on experience using AI tools to improve the speed or quality of work — with specific examples of how AI has changed how you operate.