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
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 with empathy, efficiency, and strategic insight.
Your Impact:
You'll directly shape client retention, satisfaction, and revenue growth by ensuring every client receives exceptional, personalized support throughout their journey. Your ability to build trust, understand business objectives, and provide strategic guidance will strengthen long-term partnerships and reduce churn. By identifying upsell and cross-sell opportunities, you'll contribute to revenue expansion while improving client outcomes. Your work monitoring usage patterns and gathering feedback will inform product improvements and enhance the overall client experience. In healthcare settings, your compassionate approach will help families navigate care journeys, directly impacting patient satisfaction and clinical outcomes.
Core Responsibilities:
Client Relationship Management & Strategic Partnership (35%):
Establish and maintain strong relationships with assigned clients, becoming their trusted point of contact
Understand clients' business goals, challenges, and needs through regular discovery and consultation
Act as strategic partner offering proactive solutions aligned with client objectives
Communicate regularly with clients via email, phone, video conferences, and other channels
Provide guidance on how clients can best utilize solutions to meet their specific needs
Build rapport and ensure clients feel valued, supported, and heard throughout their journey
Handle incoming inquiries, support tickets, and scheduling requests promptly and professionally
Client Onboarding & Product Adoption (30%):
Assist new clients during onboarding, ensuring smooth implementation and setup
Provide education and training on product features, benefits, and best practices
Conduct product training sessions to ensure clients are proficient in using offerings
Guide clients through initial setup with clarity about services, procedures, and expectations
Facilitate enrollment and verify that all documentation is accurate and complete
Monitor early adoption patterns and provide proactive support during critical first 90 days
Ensure clients achieve early wins and understand value proposition clearly
Account Growth & Performance Monitoring (20%):
Monitor and analyze client usage data to identify trends, opportunities, and potential issues
Identify opportunities for upselling or cross-selling additional products or services
Collaborate with sales teams to explore potential growth avenues and expansion opportunities
Track and report key performance metrics related to client success and engagement
Proactively address underutilization or engagement drops before they lead to churn
Present business reviews showcasing ROI, usage insights, and recommendations
Drive account expansion through strategic consultation and value demonstration
Issue Resolution & Cross-Functional Collaboration (10%):
Act as liaison between clients and internal teams (product, engineering, operations, billing) to resolve issues
Troubleshoot technical problems and escalate concerns appropriately while maintaining client confidence
Ensure timely and satisfactory issue resolution to maintain client satisfaction
Partner with Care Operations, Revenue Operations, and other teams to optimize workflows
Work cross-functionally to address client needs and remove barriers to success
Advocate for clients internally, ensuring their voice influences product and process decisions
Documentation, Reporting & Process Improvement (5%):
Maintain up-to-date client interaction records in CRM and management systems
Gather client feedback to help improve products, services, and internal processes
Create and maintain reports on client success metrics and KPIs
Identify opportunities to improve internal workflows and contribute to operational efficiency
Support compliance requirements (HIPAA in healthcare contexts) and maintain confidentiality
Document best practices, success stories, and lessons learned for team knowledge sharing
Requirements:
Must-Haves (Required):
Experience: 1-2+ years in customer success, account management, client-facing roles, or related positions (preferably in healthcare, telemedicine, SaaS, or technology-driven environments)
Client Focus: Proven ability to build and maintain strong relationships with clients and stakeholders
Communication: Exceptional written and verbal communication skills with compassionate, professional approach
Strategic Thinking: Ability to understand client business goals and provide strategic guidance
Problem-Solving: Strong analytical and conflict-resolution abilities with proactive mindset
Organization: Exceptional organizational skills and attention to detail with ability to manage multiple accounts
Tech Proficiency: Proficient in CRM tools, scheduling systems, and modern productivity software
Remote Work: Self-motivated and adaptable to remote work environments with proven ability to work independently
Data-Driven: Comfortable analyzing usage data and metrics to inform decisions
Adaptability: High adaptability in fast-paced, technology-driven environments
Nice-to-Haves (Preferred):
Experience in healthcare, telemedicine, pediatric services, mental health, or behavioral health settings
Familiarity with ADHD care, family support services, or clinical workflows
Background in SaaS, digital health platforms, or AI-powered solutions
Understanding of provider pain points and healthcare operational challenges
Experience with account growth, upselling, and revenue expansion
Exposure to HIPAA compliance and handling confidential health information
Product training or enablement experience
Experience conducting business reviews and presenting to stakeholders
Background supporting C-level executives or healthcare providers
Familiarity with clinical documentation or medical terminology
Tools Proficiency:
Must-Haves (Required):
CRM Systems: Zendesk, Salesforce, HubSpot, Intercom, or similar platforms
Communication: Email (Gmail/Outlook), Slack, Microsoft Teams, Zoom
Scheduling: Calendly, Google Calendar, or equivalent booking systems
Productivity: Google Workspace (Docs, Sheets, Drive) or Microsoft Office Suite
Video Conferencing: Zoom, Google Meet, or Microsoft Teams
Nice-to-Haves (Preferred):
Healthcare Systems: EMR (Electronic Medical Records) or EHR platforms
Project Management: Notion, Asana, Airtable, Trello, or ClickUp
Analytics: Data visualization tools or business intelligence platforms
Customer Education: LMS (Learning Management Systems) or training platforms
Automation: Zapier or workflow automation tools
Support Ticketing: Advanced knowledge of Zendesk, Freshdesk, or similar platforms
Benefits:
Competitive Salary: Based on experience and skills
Remote Work: Fully remote — work from anywhere
Generous PTO: In accordance with company policy
Direct Mentorship: Access to global industry leaders
Learning & Development: Continuous growth resources
Global Networking: Work with international teams
Health Coverage (Philippines only): HMO after 3 months (full-time)
How to Apply: