We are looking for an experienced Customer Success Manager to lead client success, content operations, and SaaS support processes across our customer base. This is a managerial role responsible for overseeing client relationships, improving customer experience, managing success workflows, and ensuring customers receive consistent value from our products and services.
The ideal candidate has strong experience in customer success management, content management, SaaS support, client onboarding, and team coordination. Experience with automation tools, GoHighLevel, HubSpot, CRM systems, and workflow platforms is a strong plus.
Key ResponsibilitiesCustomer Success Leadership
- Own and manage the overall customer success strategy for assigned accounts or client segments.
- Lead customer onboarding, adoption, retention, and expansion initiatives.
- Build strong relationships with key client stakeholders and act as a strategic advisor.
- Monitor customer health, engagement, satisfaction, and renewal risk.
- Develop processes to improve customer retention, product adoption, and overall client experience.
- Identify upsell, cross-sell, and account growth opportunities in collaboration with sales and leadership.
SaaS Support Management
- Oversee SaaS support workflows and ensure timely resolution of customer issues.
- Manage escalations and coordinate with internal teams to resolve technical or operational concerns.
- Analyze recurring support issues and recommend process, product, or training improvements.
- Ensure support documentation, customer resources, and internal SOPs are accurate and up to date.
- Track support performance metrics and identify opportunities to improve response quality and efficiency.
Content Management & Operations
- Oversee content-related workflows, ensuring client assets, campaigns, deliverables, and updates are organized and delivered accurately.
- Manage content operations across internal teams, clients, and external platforms.
- Ensure content processes are scalable, well-documented, and aligned with customer goals.
- Work closely with content, marketing, operations, and support teams to ensure smooth execution.
- Maintain quality standards for customer-facing content, campaigns, and communications.
Team & Process Management
- Manage, guide, and support team members involved in customer success, content coordination, and support operations.
- Establish clear workflows, expectations, and accountability across customer-facing processes.
- Create and improve SOPs, onboarding playbooks, reporting systems, and internal documentation.
- Lead regular client reviews, internal account reviews, and success planning sessions.
- Report on customer success metrics, trends, risks, and opportunities to leadership.
Systems, CRM & Automation
- Oversee CRM hygiene, customer data, reporting, and pipeline visibility.
- Use tools such as GoHighLevel, HubSpot, or similar platforms to manage customer workflows.
- Identify opportunities to automate repetitive tasks, improve customer journeys, and streamline internal operations.
- Collaborate on building or improving automations, workflows, triggers, campaigns, forms, pipelines, and integrations.
Required Qualifications
- Proven experience in a Customer Success Manager, Client Success Manager, Account Manager, Customer Operations Manager, or similar managerial role.
- Experience managing customer relationships in a SaaS, technology, agency, or digital services environment.
- Strong understanding of SaaS support, onboarding, customer adoption, and retention best practices.
- Experience overseeing or managing content operations, content workflows, digital campaigns, or customer-facing content processes.
- Ability to manage teams, coordinate cross-functional work, and hold others accountable.
- Strong communication, leadership, and problem-solving skills.
- Highly organized and comfortable managing multiple customers, projects, and priorities.
- Experience using CRM, support, project management, or marketing automation platforms.
Preferred Qualifications
- Experience with GoHighLevel, HubSpot, or similar CRM and marketing automation platforms.
- Familiarity with automation workflows, triggers, pipelines, email/SMS campaigns, forms, landing pages, and integrations.
- Experience with tools such as Zapier, Make, ClickUp, Asana, Monday.com, Intercom, Zendesk, Freshdesk, or similar platforms.
- Experience working with agencies, marketing teams, SaaS companies, or content-driven businesses.
- Background in customer operations, revenue operations, marketing operations, or client services leadership.
Ideal Candidate The ideal candidate is a strategic, organized, and customer-focused manager who can balance relationship management with operational execution. They are comfortable leading teams, improving processes, managing escalations, and using systems to create a better customer experience.
They should be able to think beyond day-to-day support and focus on building scalable processes that improve retention, efficiency, and client satisfaction.
Success in This Role Looks Like
- Customers are onboarded smoothly and see value quickly.
- Customer success, support, and content workflows are clearly managed and continuously improved.
- Client issues are resolved efficiently with strong communication and ownership.
- Customer retention, satisfaction, and adoption rates improve over time.
- Internal teams have clear SOPs, expectations, and visibility into customer needs.
- CRM, reporting, and automation systems are used effectively to support growth and efficiency.
Pay: Php80,000.00 - Php100,000.00 per month
Benefits
Experience:
- content management and operations: 3 years (Required)
- CRM platforms such as HubSpot or GoHighLevel: 3 years (Required)
- Account Management: 3 years (Required)
Work Location: Remote
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