Client Success Manager (B2B SaaS)

ROLE SUMMARY

Our client is in search of a Client Success Manager who thrives on delving deep into customer data to forge not only positive customer experiences but also compelling narratives that drive the business forward.

The ideal candidate is customer-centric, highly motivated, and combines a passion for technology, and analytics with exceptional people skills. This role is pivotal in developing robust client reports, and presentations, and eventually taking on a client-facing capacity to champion the narrative directly. The Client Success Manager will be instrumental in managing the intricacies of client deliverables and advertising inventory with utmost organization and attention to detail.

SCHEDULE: 9:00 AM – 6:00 PM Eastern Daylight Time (9:00 PM – 6:00 AM Philippine Standard Time), follows Philippine holidays

POSITION TYPE: Full Time

WORK ARRANGEMENT: Remote

ESSENTIAL FUNCTIONS

• Perform the following client data analysis and reporting tasks:

oSpearhead the analysis of client data to unearth trends, craft compelling stories, and drive strategic decisions

oCreate detailed client reports and presentations that highlight key findings and opportunities

• Perform the following client relationship management tasks:

oServe as the primary contact for clients, establishing and nurturing strong, lasting relationships

oEnsure a seamless onboarding process and a thorough understanding of the products and services

• Work closely with internal teams, including sales, support, and product management, to meet client needs and resolve issues swiftly
• Perform the following proactive client support tasks:

oEnhance customer satisfaction and retention through proactive outreach, effective problem-solving, and strategic planning

oIdentify potential for account growth and upsell opportunities that align with the brand's values

• Perform the following inventory and timeline management tasks:

oManage advertising inventory

oOversee timelines for client deliverables, ensuring organizational excellence and meticulous attention to detail

QUALIFICATIONS

• A bachelor’s degree in business, marketing, communications, or a related field is preferred
• A solid understanding of B2B SaaS products or internet marketplace industries
• Familiarity with creative advertising agency dynamics or startup environments would be advantageous
• Experience in the human capital or recruitment industry would be ideal
• A proven track record in customer success, account management, or a similar role with a strong focus on data analysis, reporting, and storytelling
• Technical understanding that supports a deep dive into customer data and analytics
• Demonstrated ability to thrive in a fast-paced setting, managing multiple accounts and priorities with finesse
• Experience with Fullstory is highly preferred, and proficiency with HubSpot and Google Analytics
• Skilled in the use of CRM software, data analysis tools, and industry-relevant platforms
• Exceptional communication, negotiation, and presentation skills are a must
• Eager to grow not only in customer management but also in becoming a key player in how the company presents and leverages client data for success
• Organized, detail-oriented, and ready to step into a role that bridges data analysis with client engagement

• Looking for candidates available to work:
  • Monday: Evening
  • Tuesday: Evening
  • Wednesday: Evening
  • Thursday: Evening
  • Friday: Evening
• 2-3 years of relevant work experience required for this role
• Working rights required for this role