Client Success Coordinator

About the role

PacificTSP is hiring a dedicated Client Success Coordinator to work exclusively with one of our international MSP partners. This is not a technical support role. You will own the relationship layer of the account: keeping the client informed, satisfied, and confident in the partnership, separate from whatever is happening on the ticket queue. You will be the client's trusted point of contact and the internal voice making sure their experience matches their expectations.

Key responsibilities

• Prepare and lead Quarterly Business Reviews (QBRs) and other regular client check-ins
• Act as the first point of contact for client concerns, feedback, or escalations that are not technical in nature
• Work closely with the technical service desk to stay informed on account health, open issues, ticket trends, and SLA performance so you can speak to them credibly with the client
• Track client satisfaction over time and flag early signs of frustration or risk before they become bigger problems
• Identify opportunities where the client's needs suggest they would benefit from additional services or support, and flag these internally
• Keep the client informed ahead of contract renewals and coordinate timing with leadership
• Maintain clear, organized records of client interactions, feedback, and follow-ups in the team's CRM/PSA system
• Know when to bring an issue back to the technical team rather than trying to resolve it yourself, and do so with enough context that nothing gets lost in the handoff

About you

• Non-Negotiable - Perfect written and verbal English
• Prior experience in a customer service, client support, account coordination, or client relationship role, ideally supporting North American clients
• Comfortable running structured meetings and handling difficult conversations calmly and professionally
• Strong organizational skills and follow-through
• Comfortable working with a CRM or PSA tool to log and track client interactions
• Familiarity with the MSP or IT services industry is a strong plus

About us

PacificTSP is placing you as the dedicated relationship owner on one client account with a growing international MSP. You will work directly with a North American leadership team, representing the account at the highest level.

Benefits

• Long-term, stable full-time role
• On-site team environment in Baguio
• 10 days PTO
• 5 sick days
• Company-funded HMO coverage that reimburses eligible medical expenses