Customer Success Manager

Description

Customer Success Manager

Full Location: Pasig - PH

The Customer Success Manager has ownership of the customer success initiatives and be the advocate for a customer-first approach to business. The Customer Success (CS) Manager will ensure the long-term sustainability and profitability of the CS initiative, carefully watching each step of the customer journey to enable customer value-addition in any way they can and deliver the customers’ desired outcomes to the best of their ability.

We expect greater of ourselves... What’s Your Greater? Come find it at ResultsCX!

In This Role You Will

Existing Revenue Retention & Growth:

• Lead efforts to retain and grow revenue within existing LOB’s, driving contract renewal and identifying expansion opportunities. Collaborate with the account Client Solutions Executive on identifying upsell and cross-sell opportunities.
• Create value and relationships that not only ensure renewal, retention, and growth, but also create true customer ambassadors for our brand across the customer base.
  
  

Client Satisfaction & NPS

• Drive high client satisfaction and improve NPS by proactively managing relationships and addressing customer needs.
• Manage daily operations, proactively addresses client concerns, raises risks (scope creep, margin erosion), and ensures SLAs are met.
• Oversee client onboarding, implementation, and successful adoption of solutions to ensure a seamless transition.
  
  

Customer Advocacy & Retention

• Build strong working relationships within the client organization, enhances client loyalty, and proactively mitigates churn risks.
• Expand horizontal relationships within current LOBs, cultivating key influencers and operational decision-makers.
• Develop and execute programs to foster client loyalty, reduce churn (resource availability, ramp down from other programs, kicker for redeployment), and generate referrals and case studies while maintaining their regular cadence with key client operational contacts.
• Serve as lead customer advocate inside the organization, reporting regularly to the Client Executive on account status, opportunities for deeper engagement, risk, and levers for success.
  
  

Data-Driven Insights & Reporting

• Use data to monitor key performance indicators (KPIs) and provide actionable insights for customer and business success.
• Use data to drive strategies that help customers achieve their desired outcomes and, ultimately, renew or expand their services.
  
  

Margin Maintenance & Profitability

• Ensure healthy profit margins by optimizing value and managing costs while maintaining client satisfaction.
  
  

Organization Collaboration

• Partner with the Client Solutions Executive (CSE) to provide insights on client sentiment, pain points, and operational challenges. Supports strategic initiatives by ensuring client execution aligns with enterprise goals. Flags expansion opportunities for the CSE to drive broader growth.
• Work cross-functionally across the organization to capture the right resources, knowledge and expertise to deliver the optimal customer experience to each account.
  
  

We Are Looking For Someone Who Has

Required Education and Experience

• Bachelor’s degree in Business, or closely related field. Equivalent expeirence may be substitued.
• Minimum of 6 years of experience in Client Solutions, Account Operations, Customer Success, or other closely related area.
• Expert communication skills and the ability to hold C-level customer conversations that drive business for both parties and move the relationship forward.
• Business development knowledge and, ideally, experience growing a business.
• Strong analytical and goal-oriented mindset backed by expert-level people and project management knowledge and skillset.
• Advanced business experience and ability to create strategies, guidelines, and objectives and implement them while driving business growth and creating data-driven reports.
  
  

Preferred Education And Experience

• Experience at ResultsCX or BPO industry.
• An MBA or related graduate or post-graduate degree is often required, with a technical undergrad degree being an added advantage.
  
  

About ResultsCX

ResultsCX is a premier customer experience partner to Fortune 100 and 500 companies. We design, build, and deliver digitally influenced customer journeys that achieve the satisfaction and loyalty brands need to thrive and grow, while improving efficiency and reducing costs. ResultsCX’s 30+-year track record for reimagining the customer experience to meet consumers’ evolving expectations has driven growth to more than 20 geographic hubs and approximately 20,000 colleagues worldwide. Our core expertise extends to actionable analytics, contact center as a service (CCaaS), and our own SupportPredict AI-powered digital experience platform. Our strength lies in exceptional individuals working together in a high-performing, fun culture to deliver next-generation customer experiences on behalf of our clients.

Results-CX is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other protected factors under federal, state, or local law.

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