Customer Success Manager

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Manila Recruitment

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2010

🎯 Recruiter

🏢 Enterprise

Recruitment • Enterprise

Manila Recruitment is a leading recruitment agency based in the Philippines, specializing in innovative talent sourcing and headhunting services. The agency provides a wide range of recruitment solutions including executive search, IT recruitment, offshore staffing solutions, remote staffing, and more. With a focus on understanding clients' strategic business objectives, Manila Recruitment offers tailored recruitment strategies for multinationals, corporations, and start-ups entering the Filipino market. The firm prides itself on a process-driven approach, offering comprehensive candidate guarantees and a database of over 250,000 candidates. Certified headhunters at Manila Recruitment are dedicated to passive candidate sourcing, ensuring quality hires that align with company culture and requirements.

📋 Description

• Manage customer churn by identifying key drivers and implementing strategies to reduce attrition rates • Develop and execute marketing campaigns across various channels (email, SMS, WhatsApp) to drive customer engagement and retention • Collaborate with cross-functional teams (Product Development, Operations) to identify areas for improvement in the customer life cycle management process • Analyze data from multiple sources (CRM systems, Google Analytics) to measure campaign effectiveness and optimize future initiatives • Design and maintain dashboards using Tableau or Power BI to track key performance indicators (KPIs) • **Customer Success & Retention** • Manage customer churn by identifying key drivers and implementing strategies to reduce attrition rates • Proactively identify at-risk accounts and implement retention strategies • Monitor client health and engagement levels. • Address concerns and objections before they lead to cancellations • Develop recovery plans for underperforming campaigns • Maintain high client satisfaction and retention rates • **Client Relationship Management** • Build and maintain strong relationships with Australian business owners and key decision makers • Act as the strategic advisor for assigned client accounts • Conduct regular strategy sessions and performance reviews • Understand each client's business goals, challenges and growth objectives • Ensure clients receive exceptional communication and support • **Marketing & Engagement** • Develop and execute customer engagement campaigns across Email, SMS and WhatsApp • Drive customer engagement, retention and account growth initiatives • Work with internal stakeholders to improve the customer journey and overall client experience • **Account Growth** • Identify upsell and cross-sell opportunities. • Recommend additional services where appropriate • Assist clients in scaling their marketing and business growth initiatives • Increase customer lifetime value through strategic account management • **Service Delivery Coordination** • Work closely with SEO, Paid Advertising, Website Development, Design, Content and Technical teams • Ensure deliverables are completed accurately and on time • Escalate service delivery concerns where required • Maintain accountability across departments for client outcomes

🎯 Requirements

• At least 3 years of experience in Customer Success, Account Management, Client Services, or a similar client-facing role within a digital marketing agency environment • Proven experience managing a portfolio of at least 15 client accounts and serving as the primary point of contact for client communication, retention, and relationship management • Strong understanding of digital marketing services, including SEO, Google Ads, paid social advertising, website development, and multi-channel marketing campaigns • Experience conducting client strategy sessions, performance reviews, and campaign discussions while managing expectations and maintaining long-term client relationships • Ability to interpret campaign performance data and communicate insights, recommendations, and next steps to clients in a clear and professional manner • Demonstrated experience identifying upsell and cross-sell opportunities that contribute to client growth and increased account value • Excellent communication, stakeholder management, and relationship-building skills with the ability to establish trust and credibility with clients • Strong organizational and time management skills with the ability to manage multiple priorities, deadlines, and client accounts simultaneously • Ability to perform effectively in a fast-paced environment, remain calm under pressure, and proactively resolve client concerns and challenges • Stable employment history demonstrating reliability, accountability, and commitment to delivering exceptional client outcomes • __**Advantageous Skills/Experience:**__ • Experience working with Australian clients or within an Australian digital marketing agency environment • Exposure to customer retention metrics such as churn rate, customer lifetime value (CLV), CSAT, NPS, and account growth • Experience working closely with SEO Specialists, Paid Ads Specialists, Developers, Designers, and other digital marketing professionals