Customer Success Manager (Hybrid Setup)

About the role

De Castro Consulting is seeking a dedicated Customer Success Manager to join our growing team in Metro Manila on a full-time, hybrid basis. This role is strategically important to our organisation, as you will be the primary point of contact for our valued clients, ensuring their success and driving long-term relationship growth. The Customer Success Manager serves as a bridge between our clients and our service delivery teams, working to maximise client satisfaction, retention and expansion opportunities. In this hybrid setup, you will have the flexibility to work both remotely and from our Metro Manila office, allowing you to balance collaboration with focused client work.

Key responsibilities

• Developing and maintaining strong relationships with assigned client accounts through regular communication and strategic engagement
• Understanding client business objectives and ensuring our solutions align with their goals and deliver measurable value
• Proactively identifying client needs, challenges and opportunities for service expansion and upselling
• Serving as the primary escalation point for client issues and working cross-functionally with internal teams to resolve concerns efficiently
• Conducting regular business reviews with clients to assess performance, gather feedback and plan for future initiatives
• Monitoring client health metrics and engagement levels to identify at-risk accounts and implement retention strategies
• Developing and executing customer success plans tailored to individual client requirements and objectives
• Tracking and reporting on key performance indicators related to customer retention, satisfaction and revenue growth
• Collaborating with sales and delivery teams to ensure seamless onboarding and implementation of new clients
• Contributing to the development of customer success best practices and processes within the organisation

What we're looking for

• 3-5 years of proven experience in customer success, account management or relationship management roles within a B2B services or consulting environment
• Strong communication and interpersonal skills with the ability to build trust and rapport with clients at all levels
• Demonstrated ability to manage multiple client accounts simultaneously while maintaining high levels of service quality
• Problem-solving mindset with the capability to think strategically and propose solutions that benefit both the client and the company
• Proficiency in using customer relationship management (CRM) platforms and data analysis tools
• Excellent organisational and time management skills with the ability to prioritise effectively in a fast-paced environment
• Ability to work independently and collaboratively, taking ownership of client outcomes and contributing to team success
• Strong understanding of sales principles and commercial acumen to identify and nurture growth opportunities
• Bachelor's degree in business, marketing, communications or a related field (or equivalent professional experience)
• Preference for candidates with experience in the consulting, professional services or technology sectors

What we offer

• Hybrid working arrangement combining flexibility with collaborative in-office time in our Metro Manila location
• Competitive salary package commensurate with experience and qualifications
• Professional development and training opportunities to enhance your skills and advance your career
• Comprehensive benefits including health insurance and wellness programmes
• Performance-based incentives and recognition programmes rewarding your contributions
• Collaborative and inclusive company culture that values innovation and team success
• Career progression opportunities within a growing organisation
• Access to modern tools and technology to support your work and productivity

About us

De Castro Consulting is a dynamic and forward-thinking consulting firm committed to delivering exceptional value to our clients. We specialise in providing strategic business solutions that drive growth, efficiency and transformation across diverse industries. Our mission is to partner with clients as trusted advisors, combining deep industry expertise with innovative approaches to solve complex business challenges. We pride ourselves on our client-centric approach, collaborative team culture and commitment to excellence. At De Castro Consulting, we believe our people are our greatest asset, and we foster an environment where talented professionals can thrive, develop and make meaningful contributions to client success and organisational growth.

Apply now

If you are an enthusiastic customer success professional ready to make a direct impact on client outcomes and contribute to a growing consulting firm, we would like to hear from you. Please submit your resume, a cover letter outlining your relevant experience, and any supporting materials to our recruitment team. We look forward to learning more about your interest in joining De Castro Consulting.