Client Success Manager (Onsite)

CLIENT SUCCESS MANAGER

Job Overview

We are seeking an experienced and dynamic Client Success Manager to lead and elevate customer service operations. This role is responsible for driving service excellence, managing key client and internal stakeholder relationships, and leading frontline customer support teams.

The Client Success Manager will serve as the strategic and operational link between international clients and service delivery teams, ensuring a seamless, high-quality customer experience across all touchpoints.

Key Responsibilities

Team Leadership and Operations

• Lead, mentor, and develop customer service teams, including Team Leaders and direct agents, across shift rotations and teams operating from different countries.

• Provide ongoing coaching, performance reviews, and training to maintain high performance and service standards.

• Foster a collaborative, accountable, and positive team culture that supports continuous improvement.

• Serve as the primary point of contact for overseas clients, ensuring transparent communication, aligned expectations, and strong relationship management.

• Collaborate cross-functionally across internal departments to resolve operational bottlenecks and support client goals.

Customer Service Strategy and Process Improvement

• Develop, implement, and refine customer service policies, Standard Operating Procedures (SOPs), and quality frameworks.

• Monitor and analyze team KPIs and service metrics, including CSAT, SLA compliance, AHT, and resolution rates, to identify trends, performance gaps, and efficiency opportunities.

• Evaluate and integrate modern customer service tools, technologies, and methodologies to streamline workflows.

• Act as the final escalation point for complex or critical customer inquiries, ensuring timely and effective resolution.

• Perform root-cause analysis on recurring issues and implement long-term solutions.

Requirements

Qualifications

Required Qualifications

• Minimum 5 years of recent experience in a BPO / outsourcing environment.

• Minimum 3–5 years of leadership experience managing multiple customer service teams, spanning 5–10 agents per team or multiple Team Leaders.

• Proven ability to analyze operational dashboards, manage SLAs and KPIs, and implement data-driven improvements.

• Exceptional verbal and written communication skills.

• Strong stakeholder management capability.

Benefits

Why Join Us?

• Healthy, supportive, and conducive work environment (Great Place to Work™ Certified for five consecutive years!)

• Work with an innovative company delivering cutting-edge solutions across multiple industries.

• Lead a team in a fast-paced, high-growth environment.

• Competitive salary with opportunities for career advancement.

• Collaborative, forward-thinking work culture.

• 21 leave credits plus all client-based holidays.

• HMO coverage with dependent benefits.

• Exposure to world-class leadership from both local and international supervisors.

Ready to take your career to the next level? Apply now!