Client Success Officer

About nXscale

nXscale provides flexible outsourcing solutions for startups and scaleups. We partner with global companies to help them build teams and scale operations. As we scale our own operations, we’re building an internal tech platform that will power our growth, and we’re looking for a talented developer to join us in this journey.

About the Client

Our client is an HR and payroll platform built for Philippine MSMEs. We help businesses simplify payroll, HR processes, and compliance so they can spend less time dealing with manual work and more time running their business.

About the Role

We’re looking for a Client Success Officer who will be the go-to person for our clients after they come on board.

You’ll help clients get started and understand how to use the platform, resolve concerns, and make sure they’re getting real value from the product. You’ll also work closely with our Product, Tech, and Business Development teams to share client feedback and help improve the overall customer experience.

This role is ideal for someone who is people-oriented, organized, proactive, and comfortable working with business clients. You don’t need to be an HR or payroll expert, we’re looking for someone who is willing to learn and can explain things clearly and patiently.

What you will do:

• Manage client onboarding and ensure a smooth transition from sales to implementation
• Guide clients through Trellis features, workflows, and best practices
• Serve as the primary point of contact for assigned clients
• Respond to client questions and concerns through appropriate communication channels
• Coordinate with Product and Tech teams to resolve technical issues and client concerns
• Monitor client usage, engagement, and overall satisfaction
• Proactively check in with clients and identify opportunities to improve their experience
• Gather and document client feedback, requests, and recurring concerns
• Help clients understand HR and payroll processes within the Trellis platform
• Maintain accurate client records, account information, and follow-up activities
• Support client renewals, retention, and account growth initiatives
• Identify opportunities where additional Trellis features or services may benefit the client
• Prepare client updates, reports, and other account-related documentation as needed
• Contribute ideas and feedback to continuously improve Trellis' customer experience and processes

Who you are:

• Bachelor’s degree in Business, HR, Communications, Marketing, or a related field
• At least 3 years of relevant experience in customer success, account management, client servicing, customer support, or a similar role
• Strong communication and interpersonal skills
• Comfortable speaking with business owners, HR teams, and other client stakeholders
• Organized and able to manage multiple clients and follow-ups
• Patient, proactive, and solution-oriented
• Comfortable learning new software and technology
• Able to explain processes or technical information in a simple, easy-to-understand way
• Good attention to detail and documentation skills
• Experience with HR, payroll, or SaaS platforms is a plus, but not required
• Willing to work on a hybrid set up and conduct client visits