Customer Success Manager / Operations Manager

About the Role

We are looking for a Customer Success Manager (CSM) to join our team in Iloilo. The Customer Success Manager will be responsible for building and maintaining strong client relationships, ensuring service delivery meets or exceeds expectations, and driving overall account health, customer satisfaction, retention, and growth.

This role requires a strong understanding of BPO operations, client management, performance management, and revenue-focused account leadership. The ideal candidate is comfortable working directly with clients, leading internal teams, analyzing operational performance, and identifying opportunities to improve both customer experience and business results.

Key Responsibilities

Client & Relationship Management

• Serve as the primary point of contact for assigned clients and maintain strong, professional relationships.
• Conduct regular business reviews and client performance meetings.
• Understand client goals, priorities, expectations, and business requirements.
• Proactively communicate operational updates, challenges, risks, and improvement initiatives.
• Manage escalations and ensure timely resolution of client concerns.
• Build trust and credibility with clients through consistent communication and execution.

Operations & Performance Management

• Partner closely with Operations, Workforce Management, Quality, Training, and other support functions to ensure operational goals are achieved.
• Monitor key performance indicators (KPIs), including productivity, service levels, quality, customer satisfaction, attendance, and other account-specific metrics.
• Analyze performance trends and develop action plans to address gaps.
• Ensure teams consistently meet contractual and client-defined service expectations.
• Lead continuous improvement initiatives to improve efficiency, quality, and customer experience.

Revenue & Business Growth

• Monitor account performance and identify opportunities to improve profitability and revenue.
• Partner with leadership and clients to identify opportunities for account expansion, additional services, or process improvements.
• Support forecasting, budgeting, staffing, and capacity planning activities.
• Understand the financial impact of operational decisions and ensure account performance aligns with business objectives.
• Help develop and present business cases and recommendations to clients and internal leadership.

Strategic Account Management

• Develop account strategies aligned with client objectives and company goals.
• Identify potential risks to client satisfaction, retention, and revenue and establish mitigation plans.
• Lead root-cause analysis and corrective action initiatives when performance issues arise.
• Drive cross-functional projects designed to improve account performance and customer outcomes.
• Prepare and deliver executive-level reports, presentations, and business reviews.

Qualifications

• Bachelor's degree in Business Administration, Management, Communications, or a related field preferred.
• 3+ years of experience in customer success, account management, client services, or BPO operations.
• Previous experience managing BPO client accounts is strongly preferred.
• Experience in a Team Lead, Operations Manager, Account Manager, or similar leadership role is highly preferred.
• Strong understanding of BPO operational metrics and performance management.
• Experience with client-facing communication and business reviews.
• Strong analytical and problem-solving skills.
• Ability to understand financial and revenue-related metrics.
• Excellent written and verbal communication skills.
• Strong presentation, negotiation, and stakeholder management skills.
• Proficiency in Microsoft Office or Google Workspace; experience with reporting and business intelligence tools is a plus.
• Willingness to work onsite in Iloilo and accommodate client/business schedules as required.

Key Competencies

• Client Relationship Management
• Strategic Thinking
• Business Acumen
• Revenue Management
• BPO Operations Management
• Data Analysis & Reporting
• Problem Solving
• Conflict & Escalation Management
• Presentation & Communication
• Continuous Improvement
• Stakeholder Management
• Leadership & Collaboration

Work Arrangement

Location: Iloilo City
Work Setup: 100% Onsite
Employment Type: Full-Time
Schedule: May require flexibility depending on client and business requirements