Sr. CX Manager

Proto; Manila; On-site; PHP 900,000 - 1,200,000; Full time

Job summary

Proto is seeking a Philippines-based CX Manager to oversee high-demand client accounts and ensure scalable, high-quality service. You will partner with the CX Engineer to absorb load, streamline workflows, and anticipate client needs to drive sustained success.

You will manage strategic, high-volume accounts, coordinate with cross-functional teams, and implement process improvements, keeping clients satisfied while supporting rapid growth in a fast-paced SaaS environment.

Qualifications

• 3+ years in Customer Experience or Account Management.
• Experience with high-volume or enterprise clients.
• Excellent communication in English, both written and verbal.
• Strong stakeholder management skills.
• Experience in SaaS, AI, or tech-enabled services.
• Knowledge of LLMS and NLPs.

Responsibilities

• Serve as the CX owner for strategic, high-volume accounts.
• Absorb repetitive requests and support senior CX team.
• Coordinate with CX to optimize involvement as back-up workforce.
• Translate client requirements into internal actions across CX, Product, Language and Engineering.
• Identify recurring issues and implement process improvements or automation.
• Monitor account health and mitigate risks.

Skills

Customer Experience

Account Management

Stakeholder management

English communication

Organized & prioritization

SaaS / AI / tech

LLMs and NLPs

Job description

ROLE OVERVIEW

The CX Manager is a Philippines-based, forward-deployed role responsible for managing high-demand, strategic client accounts. This role ensures that large-volume clients are supported effectively.

The CX Manager works alongside with the CX Engineer, absorbs operational load, streamlines workflows, and proactively manages client needs and enables the organization to scale while maintaining high service quality.

KEY RESPONSIBILITIES

• Serve as the go-to CX owner for strategic, high-volume accounts of the company
• Directly works with the senior CX team members by absorbing repetitive and high-frequency requests
• Coordinate with CX team members to optimize involvement as a back-up workforce
• Translate client requirements into clear internal actions across CX, Product, Language and Engineering teams
• Identify recurring issues and implement process improvements or automation
• Maintain strong client relationships while enforcing structured and sustainable workflows and compliance
• Monitor account health and proactively mitigate risks

QUALIFICATIONS

• 3+ years experience in Customer Experience or Account Management
• Experience supporting high-volume or enterprise clients
• Strong ability to manage stakeholders
• Excellent communication skills (fluent English, written and verbal)
• Highly organized with strong prioritization and problem-solving skills
• Comfortable working in fast-paced environments
• Experience in SaaS, AI, or tech-enabled services is a must
• Knowledgeable in LLMS and NLPs