Customer Success Manager
The Role
At HelloConnect, you will be part of a dynamic team in Inoza tower, BGC that embraces innovation and leverages advanced technology to create exceptional experiences. Our culture is built on collaboration, continuous learning, and a commitment to excellence. You’ll have the opportunity to work on impactful projects, develop your skills, and grow within a supportive environment that values diverse perspectives and experiences.
In this role, you will take on a key responsibility as the primary strategic partner between HelloConnect and its clients, ensuring operational excellence while driving customer retention, growth, and long-term success. The role combines client relationship management, operational oversight, commercial growth, and strategic consulting to deliver exceptional customer experiences and identify opportunities for business expansion. The CSM owns a portfolio of client accounts and works closely with internal operational teams to ensure service delivery aligns with client objectives and contractual commitments.
We’re looking for passionate individuals who can bring their unique skills and ideas to the table. Even if you don't meet every requirement but believe you’d excel in this role, we’d love to hear from you!
What you’ll do
Client Relationship Management
● Serve as the primary point of contact for assigned client accounts.
● Build and maintain trusted relationships with key client stakeholders and decision-makers.
● Conduct regular governance meetings, business reviews, and executive presentations.
● Understand client business objectives and translate them into actionable operational strategies.
● Act as the escalation point for client concerns and ensure timely resolution.
Customer Success & Account Growth
● Drive customer retention by proactively monitoring account health and identifying churn risks.
● Develop and execute success plans aligned with client goals and business outcomes.
● Identify upsell, cross-sell, and expansion opportunities through consultative engagement.
● Collaborate with commercial teams to support contract renewals and account growth initiatives.
● Monitor customer adoption, utilisation, and value realisation.
Operational Oversight
● Partner with Managers and Team Leads to ensure delivery against SLAs, KPIs, quality, productivity, and customer experience targets.
● Analyse operational performance trends and recommend improvement initiatives.
● Support action planning for performance risks and ensure accountability for execution.
● Ensure operational readiness for new initiatives, product launches, and process changes.
Business Reviews & Reporting
● Lead Quarterly Business Reviews (QBRs), Monthly Business Reviews (MBRs), and governance meetings.
● Present operational performance, insights, trends, risks, and opportunities to clients.
● Translate data into meaningful business recommendations and strategic actions.
● Develop executive-level reports and presentations that demonstrate value delivered.
Continuous Improvement & Innovation
● Identify process improvement opportunities that enhance efficiency and customer outcomes.
● Partner with internal stakeholders to implement automation and AI-enabled solutions where appropriate.
● Champion continuous improvement initiatives across assigned accounts.
● Stay informed on industry trends and emerging technologies to provide strategic recommendations to clients.
Cross-functional Collaboration
● Work closely with HR, Operations, Recruitment, Training, Quality, Finance, and IT teams to deliver seamless client support.
● Coordinate cross-functional initiatives to address client needs and achieve business objectives.
● Foster collaboration and accountability across internal teams.
What you’ll bring
● Minimum of 3 years' experience in Customer Success, Account Management, Client Services, or Business Operations, preferably within a BPO, shared services, SaaS, or outsourcing environment.
● Experience managing enterprise or mid-market client portfolios.
● Proven track record in customer retention, account growth, and stakeholder management.
● Experience conducting executive business reviews and presenting to senior leadership.
● Strong analytical skills with the ability to interpret operational and commercial data.
● Excellent verbal and written communication skills.
● Advanced proficiency in Microsoft Office or Google Workspace, particularly Excel and PowerPoint.
● Experience using CRM platforms such as Salesforce, HubSpot, Zendesk, or similar is an advantage.
● Exposure to AI tools, automation platforms, or digital transformation initiatives is preferred.
What we offer
- Competitive Compensation: Beyond the standard package, we offer perks like Long Service Benefits (anniversary bonus) to recognize and celebrate your dedication
- Wellness & Perks: We prioritize your well-being by offering mental health support, HMO medical coverage, generous leave benefits plus life insurance for both you and your family's peace of mind
- Growth Opportunities: Invest in your personal development with an annual learning & development budget, plus access to the 360 Learning platform
- Dynamic Environment: Join a rapidly growing global Business Process Outsourcing company, where you'll collaborate with a diverse community spanning across multiple continents and cultures
- Work-Life Balance: Enjoy a healthy balance between your professional and personal life, with a supportive environment that prioritizes your well-being and personal time
Location:
BGC (7th Floor, Inoza Tower, 40th Street, BGC, Taguig City)
Are you up for the challenge?
The first step to your new role starts here. Send in your application, along with your salary expectations and preferred start date. Our dedicated team will thoroughly review your details. We are excited to connect with you soon!
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