About the role
Department: Customer Service and Client Relations
Work Arrangement: Remote
Job Type: Independent Contractor, Full Time
Work Schedule: US Time Zone (candidate expected to be flexible with the client's preference, including weekends and US holidays during peak seasons)
Locations: Philippines, LATAM, South Africa, Kenya, and other remote regions
Role Overview
The Customer Success Manager serves as the primary point of contact and trusted advisor for clients, ensuring their satisfaction, engagement, and long-term success with company products and services. This role goes beyond support - you'll build strategic relationships, drive product adoption, identify growth opportunities, and act as a bridge between clients and internal teams. Working across diverse industries including healthcare, telemedicine, SaaS, and AI-driven solutions, you'll help clients achieve their business objectives while proactively addressing their needs.
CORE RESPONSIBILITIES:
Client Relationship Management & Strategic Partnership (35%) - Establish and maintain strong relationships with assigned clients, understand clients' business goals and challenges, act as strategic partner offering proactive solutions, communicate regularly via email, phone, video conferences, provide guidance on solution utilization
Client Onboarding & Product Adoption (30%) - Assist new clients during onboarding, provide education and training on product features, conduct product training sessions, guide clients through initial setup, monitor early adoption patterns during critical first 90 days
Account Growth & Performance Monitoring (20%) - Monitor and analyze client usage data to identify trends and opportunities, identify upselling or cross-selling opportunities, collaborate with sales teams, track and report key performance metrics, proactively address underutilization
Issue Resolution & Cross-Functional Collaboration (10%) - Act as liaison between clients and internal teams, troubleshoot technical problems, ensure timely issue resolution, partner with internal teams to optimize workflows
Documentation, Reporting & Process Improvement (5%) - Maintain up-to-date client interaction records in CRM, gather client feedback, create and maintain reports on client success metrics, support compliance requirements including HIPAA
REQUIREMENTS:
Must-Have: 1-2+ years in customer success, account management, or client-facing roles, proven ability to build and maintain strong client relationships, exceptional written and verbal communication skills, ability to understand client business goals, strong analytical and problem-solving abilities, exceptional organizational skills, proficient in CRM tools and scheduling systems, self-motivated and adaptable to remote work, comfortable analyzing usage data and metrics
Nice-to-Have: Healthcare or telemedicine experience, SaaS or digital health platform background, experience with account growth and upselling, HIPAA compliance exposure, product training or enablement experience, C-level executive support experience
TOOLS PROFICIENCY:
Must-Have: CRM Systems (Zendesk, Salesforce, HubSpot, Intercom), Email (Gmail/Outlook), Slack, Microsoft Teams, Zoom, Scheduling (Calendly, Google Calendar), Google Workspace or Microsoft Office Suite
Nice-to-Have: EMR or EHR platforms, project management tools (Notion, Asana, Airtable, Trello, ClickUp), analytics or business intelligence platforms, LMS or training platforms, automation tools (Zapier)
BENEFITS:
Competitive Salary based on experience and skills
Fully remote - work from anywhere
Generous PTO in accordance with company policy
Direct Mentorship from global industry leaders
Learning & Development with continuous growth resources
Global Networking with international teams
Health Coverage for Philippines-based talents (HMO after 3 months for full-time)