Manager, Client Success

communitybrands; Cebu City; On-site; PHP 1,200,000 - 1,600,000; Full time

Job summary

communitybrands in Cebu City seeks a Manager of Client Success to lead a team of Client Success Managers and Specialists, ensuring proactive client engagement and retention. The role focuses on talent development, resource allocation, and collaboration with leadership to optimize processes and expand client relationships.

You will oversee client health metrics, renewal forecasting, and cross-functional collaboration with sales, marketing, product development, and service delivery to drive

Qualifications

• Client Success experience within a similar role.
• Leadership skills and ability to inspire and lead teams.

Responsibilities

• Team Building: Building and leading a team of high-performing Client Success Managers and Client Success Specialists.
• Talent Development: Identifying and nurturing talent within the team, providing mentorship and training to enhance skills and capabilities.
• Resource Allocation: Efficiently allocating resources across the assigned portfolio of clients ensuring all clients have a named Client Success Manager and that they receive the interactions as reflected in our client segmentation and engagement plan.
• Collaboration with Client Success Leaders: Ongoing collaboration with Client Success leaders to scope out process and approaches required to execute the Client Success Specialist role, as a sub function within their teams.
• Client Health: Manage CSMs as they evaluate and gauge relationship health, providing a predictive view of clients that are at risk.
• Client Engagement: Manage and support the team to engage with clients on a continuous basis as reflected in our client segmentation and engagement plan striving to uncover needs and ensure that the services delivered align with their objectives.
• Knowing our Clients: Manage and support the team to collect information about our clients that helps us better meet their needs and enabling us to maximize relationship expansion opportunities.
• Service Expansion: Coach and manage team members to seek to improve the effectiveness of CSM conversations with clients to uncover unmet needs. Manage targeted client expansion campaigns.
• Managing a Portfolio of Clients: The overall role of the Manager of Client Success is to manage a portfolio of accounts and an associated CSM team as well as guide the Client Success Specialists (CSS) in managing their tasks to enhance client experience.
• Relationship Management Planning: Collaborating with executive leadership, evaluate factors within the assigned portfolio affecting client relationships and provide findings of the key drivers and recommendations on how to improve overall outcomes.
• Identify Enhanced Processes: Continuously review the current processes and determine required feedback loops to understand what is working and what is not working. Strive to enhance the current state processes and procedures to gain efficiency and/or enhance client experience.
• Renewal & Upsell Forecasting: As a revenue engine, Client Success carries assigned budget targets that require an accurate weekly forecast to executive leadership. Evaluate renewal probability across the portfolio on a rolling basis, tracking expected renewal rates against targets and surfacing at-risk ARR early enough to enable timely intervention.
• Process Management: Coach and manage CSMs and CSSs to efficiently and effectively execute standard work routines.
• Process Standardization: Coach and manage CSMs and CSSs to follow standard policies, processes, and procedures.
• Process Optimization: Identify opportunities to improve operational processes to improve CSM and CSS efficiency and effectiveness.
• Service Quality: Establishing and maintaining quality standards.
• Compliance: Ensuring that services comply with industry regulations and standards.
• Team Communication: Maintain consistent practice of team huddles, meetings, and individual conversations to ensure team members are aligned to organization objectives and are feeling engaged and motivated to perform their role.

Skills

Client Success

Leadership

Job description

Overall Functional Objective: Lead a team and execute the associated processes and enabling technologies to efficiently and effectively engage our clients on a proactive and regular basis with a focus on managing the relationship overall and producing client retention and expansion.

Key Responsibilities

Leadership and Team Management

• Team Building: Building and leading a team of high-performing Client Success Managers and Client Success Specialists.
• Talent Development: Identifying and nurturing talent within the team, providing mentorship and training to enhance skills and capabilities.
• Resource Allocation: Efficiently allocating resources across the assigned portfolio of clients ensuring all clients have a named Client Success Manager and that they receive the interactions as reflected in our client segmentation and engagement plan.
• Collaboration with Client Success Leaders: Ongoing collaboration with Client Success leaders to scope out process and approaches required to execute the Client Success Specialist role, as a sub function within their teams.

Client Relationship Management

• Client Health: Manage CSMs as they evaluate and gauge relationship health, providing a predictive view of clients that are at risk. NPS will be a primary tool with other methods ensuring efficiency and effectiveness.
• Client Engagement: Manage and support the team to engage with clients on a continuous basis as reflected in our client segmentation and engagement plan striving to uncover needs and ensure that the services delivered align with their objectives.
• Knowing our Clients: Manage and support the team to collect information about our clients that helps us better meet their needs and enabling us to maximize relationship expansion opportunities.
• Service Expansion: Coach and manage team members to seek to improve the effectiveness of CSM conversations with clients to uncover unmet needs. Manage targeted client expansion campaigns.
• Managing a Portfolio of Clients: The overall role of the Manager of Client Success is to manage a portfolio of accounts and an associated CSM team as well as guide the Client Success Specialists (CSS) in managing their tasks to enhance client experience. Periodically, the Manager of Client Success will be required to manage a small number of accounts based on their importance or status (e.g., at risk). As retention risk is increased, carefully transitioning the account back to a core team member.

Portfolio Planning and Management

• Relationship Management Planning: Collaborating with executive leadership, evaluate factors within the assigned portfolio affecting client relationships and provide findings of the key drivers and recommendations on how to improve overall outcomes (satisfaction, renewal rates, expansion, etc).
• Identify Enhanced Processes: Continuously review the current processes and determine required feedback loops to understand what is working and what is not working. Strive to enhance the current state processes and procedures to gain efficiency and/or enhance client experience.
• Renewal & Upsell Forecasting: As a revenue engine, Client Success carries assigned budget targets that require an accurate weekly forecast to executive leadership. Evaluate renewal probability across the portfolio on a rolling basis, tracking expected renewal rates against targets and surfacing at-risk ARR early enough to enable timely intervention.

Operational Excellence

• Process Management: Coach and manage CSMs and CSSs to efficiently and effectively execute standard work routines.
• Process Standardization: Coach and manage CSMs and CSSs to follow standard policies, processes, and procedures.
• Process Optimization: Identify opportunities to improve operational processes to improve CSM and CSS efficiency and effectiveness.

Quality Assurance

• Service Quality: Establishing and maintaining quality standards.
• Compliance: Ensuring that services comply with industry regulations and standards.

Communication and Collaboration

• Team Communication: Maintain consistent practice of team huddles, meetings, and individual conversations to ensure team members are aligned to organization objectives and are feeling engaged and motivated to perform their role. Also encourage/enforce the team collaboration with other team members based in other locals, i.e. US based teams.
• Internal Communication: Facilitating effective communication between cross-functional teams and inter-departmental teams, ensuring alignment of goals and strategies.
• Collaboration: Collaborating with sales, marketing, product development, and service delivery teams to ensure a unified approach to client engagement and service delivery.

Required Skills

• Client Success Experience: Demonstrated experience within the Client Success industry with core understanding of the role and function.
• Leadership Skills: The ability to inspire and lead teams, fostering a culture of excellen