Customer Success Manager

Apply here: https://recruitcrm.io/apply/17870214828200066047EnB

Job Brief

We are seeking a highly capable and people-focused Customer Success Manager to build strong, long-term relationships with both clients and offshore staff. This role goes beyond traditional account management, with a strong focus on staff success, client retention, performance management, and creating positive outcomes across the employee lifecycle.

Acting as the bridge between clients, staff, and internal teams, the successful candidate will proactively identify opportunities, resolve challenges, manage performance conversations, and continuously improve the customer experience. This is an individual contributor role suited to someone with strong judgement, emotional intelligence, commercial awareness, and a genuine passion for helping people succeed.

Responsibilities

• Relationship Management

• Client & Staff Relationships: Build trusted relationships with clients and staff through regular, meaningful communication and proactive engagement.

• Primary Point of Contact: Act as the key contact for staff and client support, ensuring concerns are addressed promptly and professionally.

• Issue Prevention: Create an environment where clients and staff feel comfortable raising concerns early, before they develop into larger issues.

• Engagement: Maintain regular communication to strengthen relationships, engagement, and long-term partnerships.

• Staff Success

• Staff Check-Ins: Conduct regular staff check-ins and coaching conversations to understand performance, engagement, and support requirements.

• Performance Support: Identify the root causes of performance challenges and develop practical action plans to address them.

• Performance Improvement: Lead Performance Improvement Plans where required, balancing accountability with appropriate support.

• Professional Development: Recognise staff achievements and encourage ongoing professional development and growth.

• Wellbeing Support: Provide practical and appropriate support to staff and help identify issues that may affect their wellbeing or performance.

• Client Success

• Client Meetings: Conduct regular client meetings to understand business objectives, staffing requirements, satisfaction levels, and areas requiring support.

• Client Retention: Proactively identify opportunities to strengthen relationships, improve service delivery, and support long-term client retention.

• Issue Resolution: Work collaboratively with clients to resolve concerns quickly while maintaining positive and professional relationships.

• Employee Lifecycle Support: Ensure clients feel supported throughout onboarding, ongoing employment, performance management, transitions, and staffing changes.

• Performance Management

• Performance Reviews: Lead structured performance reviews and ensure agreed actions are documented and followed through.

• Performance Monitoring: Monitor staff performance trends and identify opportunities for coaching, development, and early intervention.

• Feedback Management: Close the feedback loop by ensuring agreed actions are completed and communicated to the relevant stakeholders.

• Risk Escalation: Identify and escalate performance or relationship risks appropriately while providing practical recommendations for resolution.

• Operational Excellence

• CRM Management: Maintain accurate and up-to-date client and staff records across CRM and internal systems.

• Reporting & Follow-Up: Monitor staff and client health through regular reporting, follow-ups, and relationship reviews.

• Cross-Functional Collaboration: Work closely with Recruitment, HR, Operations, and Leadership to ensure effective communication and seamless handovers.

• Onboarding & Transitions: Support staff onboarding, transitions, replacements, and other staffing changes as required.

• Continuous Improvement

• Process Improvement: Identify opportunities to improve Customer Success processes, workflows, and service delivery.

• Business Improvement: Contribute ideas that improve staff experience, client satisfaction, retention, and operational efficiency.

• Cross-Functional Projects: Support initiatives across the business that contribute to growth and improved employee and client outcomes.

• Initiative Ownership: Take ownership of improvement initiatives and drive them through to completion.

Requirements

• Minimum 2 years' experience in Customer Success, Account Management, Client Services, HR, Operations, or a similar relationship-focused role.

• Previous experience within a BPO, outsourcing, recruitment, or staffing environment is highly regarded.

• Proven experience building and maintaining strong relationships with clients, employees, or other key stakeholders.

• Experience managing performance conversations, workplace concerns, or conflict resolution is highly regarded.

• Strong written and verbal English communication skills aligned with Australian professional standards.

• Excellent active listening and interpersonal skills.

• Strong organisational and time management skills with the ability to manage multiple clients, staff members, and priorities.

• Strong problem-solving skills with the ability to identify root causes and develop practical solutions.

• Experience using CRM platforms and Microsoft Office applications.

• Ability to work autonomously while collaborating effectively across multiple internal teams.

Software Proficiency

• CRM Platforms – Salesforce, HubSpot, or similar CRM systems

• Productivity Tools – Microsoft Office 365 (Word, Excel, Outlook, Teams)

• Communication Tools – Microsoft Teams, Zoom, or similar platforms

Education

• Bachelor’s Degree in Business Administration, Human Resources, Communications, Psychology, Management, or a related field.

• Relevant professional experience in Customer Success, Account Management, HR, Operations, or Client Services will also be highly regarded.

Personal Attributes

• Relationship-focused with a genuine ability to build trust and rapport quickly.

• Emotionally intelligent, empathetic, and confident managing sensitive conversations.

• Commercially minded with an understanding of the relationship between client satisfaction, staff performance, and retention.

• Curious and solutions-focused, with a natural tendency to investigate root causes rather than simply address symptoms.

• Calm and professional under pressure, particularly when managing difficult conversations or competing priorities.

• Adaptable and comfortable working across changing business requirements.

• Highly accountable, taking ownership of commitments and following through to completion.

• Professional, warm, and approachable in communication with clients and staff.

• Proactive and organised, with the ability to manage multiple relationships and priorities independently.

• Passionate about helping both clients and staff achieve positive outcomes.

Time Zone: Australian Business Hours

Applicant Location: Must be located in the Philippines

About Outdesk

At Outdesk, our mission is to bridge the gap between exceptional talent in the Philippines and the dynamic business needs of our clients in Australia. We are committed to delivering bespoke recruitment and comprehensive employment solutions that foster long-term success for both our clients and staff.

Employee Benefits

• Paid Leave

• 13th Month Pay

• SSS

• Philhealth

• Pag-Ibig

• BIR

• HMO