Client Success Manager

The Client Success Manager (CSM) is a certifying role created to strengthen client and staff retention across our growing Cebu team. You will own the ongoing health of assigned client accounts while delivering hands-on coaching and mentorship to team members.

Note: All incoming CSMs participate in a structured 3-month Upsource CSM Certification pathway (assessed through practical, on-the-job checkpoints) before full confirmation in the position.

Key Responsibilities

• Client Health & Retention: Lead monthly client catch-ups, complete client satisfaction scoring, and proactively resolve account-level escalations.
• People Leadership & Coaching: Use structured coaching models (e.g., GROW/SBI) to develop team members, lead difficult conversations regarding conduct or performance with fairness, and conduct 90-day check-ins.
• Operations & Reporting: Maintain accurate inputs to KPI trackers (Response Time Logs, Client Satisfaction Logs) and contribute to fortnightly/monthly operations reporting.

Qualifications & Requirements

• 3 to 4 years minimum experience as a Team Leader or Ops Supervisor in a BPO setting.
• Strong background in structured coaching and managing staff performance issues.
• Confident and professional client-facing written and verbal communication.
• Organized and comfortable with reporting tools and KPI metrics.
• Willingness to complete the 3-month certification pathway.

Compensation and Work Setup

• Role Type: Independent Contractor for First Three Months
• Pay Rate: Php 40,000.00 – Php 45,000.00
• Schedule: 8 hours/day, Monday to Friday (Fixed Weekends Off)
• Work Set-Up: Onsite
• Location: Park Centrale, IT Park, Cebu City

About UpSource

Your Australian Partner for Growth

At UpSource, we're more than an offshore staffing solution. We're a strategic partner helping Australian small and medium-sized businesses access highly skilled, dedicated professionals from the Philippines.

We provide our team members with the opportunity to work closely with Australian businesses, develop valuable industry expertise, and build long-term careers.

Why Choose UpSource?

• Supportive and collaborative company culture
• Competitive salary package
• Fixed weekends off
• Career development and growth opportunities
• Long-term employment opportunities

Benefits

• Company Christmas gift
• Company events
• Free/on-site parking
• HMO / Health insurance
• Performance-based pay raises
• Staff meals provided

Benefits:

• Flexible schedule
• Flextime
• On-site parking
• Opportunities for promotion
• Staff meals provided

Pay: Php40,000.00 - Php45,000.00 per month

Work Location: In person