Client Services Manager - Manila

Role: Client Services Manager

Job Description

Schedule: 11AM - 8PM Manila

• Client Ownership & Relationship Management
• Serve as the main point of contact for all client communication, meetings, and escalations.
• Build long-term, trusted relationships with key client stakeholders through regular onsite engagement and proactive support.
• Actively participate in client planning, strategy, and rollout sessions to ensure alignment with operational objectives.
• Onboarding & Implementation
• Lead the full client onboarding lifecycle, including platform setup, configuration, and training delivery.
• Provide onboarding for new client staff, ensuring continuity in platform knowledge and usage
• Lead the full client onboarding lifecycle, including platform setup, configuration, and training delivery.
• Support internal client change management and training during organizational events or new initiative rollouts.
• Coordinate closely with Client's Solutions, Product, and Support teams to troubleshoot issues and manage technical resolutions.
• Client Enablement & Platform Advocacy
• Encourage and drive regular usage of the platform by promoting relevant features and best practices.
• Participate in client events and live implementations to support system usage and address real-time questions.
• Track and report on key success metrics, usage patterns, and feedback to improve overall customer experience.
• Cross-Functional Collaboration
• Liaise with Client's internal teams to deliver feedback, surface feature requests, and align product capabilities with client goals.
• Maintain detailed documentation of all customer interactions, training logs, issue tracking, and system changes.
• Collaborate with regional and global Customer Success peers to share learnings and standardize best practices.

• 3+ years of experience in Customer Success, Implementation, or Account Management, ideally within SaaS, GovTech, or enterprise environments.
• Proven experience managing high-touch clients and acting as an embedded resource within client teams.
• Strong technical acumen; able to support first-line troubleshooting and coordinate issue resolution with product/engineering teams.
• Excellent interpersonal, verbal, and written communication skills.
• Strong project management and organizational abilities.
• Bachelor’s degree or equivalent in Business, IT, Communications, or related field.

• Experience working with or supporting government entities or regulated environments.
• Ability to work independently and represent the brand with professionalism and credibility.
• Understanding of customer success metrics and usage tracking tools.
• Experience with the implementation of B2B SaaS platforms and working with cross-functional internal teams.
• Familiarity with customer success metrics such as NPS, CSAT, adoption rate, and time to value.
• Previous experience in a high-growth, startup, or tech-forward organization.
• Exposure to tools like Salesforce, Intercom, Looker, or similar platforms.

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