Client Services Manager
SupportNinja
Customer Service
Philippines · Remote
Posted on May 24, 2025
Work Setup: Remote
Start Date: ASAP
Equipment Provision: Bring Your Own Device
Schedule: 11AM - 8PM Manila
What does a day in the life of a Client Services Manager look like?
- Client Ownership & Relationship Management
- Serve as the main point of contact for all client communication, meetings, and escalations.
- Build long-term, trusted relationships with key client stakeholders through regular onsite engagement and proactive support.
- Actively participate in client planning, strategy, and rollout sessions to ensure alignment with operational objectives.
- Onboarding & Implementation
- Lead the full client onboarding lifecycle, including platform setup, configuration, and training delivery.
- Provide onboarding for new client staff, ensuring continuity in platform knowledge and usage
- Lead the full client onboarding lifecycle, including platform setup, configuration, and training delivery.
- Support internal client change management and training during organizational events or new initiative rollouts.
- Coordinate closely with Client's Solutions, Product, and Support teams to troubleshoot issues and manage technical resolutions.
- Client Enablement & Platform Advocacy
- Encourage and drive regular usage of the platform by promoting relevant features and best practices.
- Participate in client events and live implementations to support system usage and address real-time questions.
- Track and report on key success metrics, usage patterns, and feedback to improve overall customer experience.
- Cross-Functional Collaboration
- Liaise with Client's internal teams to deliver feedback, surface feature requests, and align product capabilities with client goals.
- Maintain detailed documentation of all customer interactions, training logs, issue tracking, and system changes.
- Collaborate with regional and global Customer Success peers to share learnings and standardize best practices.
What are the required qualifications for a Client Services Manager?
- 3+ years of experience in Customer Success, Implementation, or Account Management, ideally within SaaS, GovTech, or enterprise environments.
- Proven experience managing high-touch clients and acting as an embedded resource within client teams.
- Strong technical acumen; able to support first-line troubleshooting and coordinate issue resolution with product/engineering teams.
- Excellent interpersonal, verbal, and written communication skills.
- Strong project management and organizational abilities.
- Bachelor’s degree or equivalent in Business, IT, Communications, or related field.
Preferred Qualifications
- Experience working with or supporting government entities or regulated environments.
- Ability to work independently and represent the brand with professionalism and credibility.
- Understanding of customer success metrics and usage tracking tools.
- Experience with the implementation of B2B SaaS platforms and working with cross-functional internal teams.
- Familiarity with customer success metrics such as NPS, CSAT, adoption rate, and time to value.
- Previous experience in a high-growth, startup, or tech-forward organization.
- Exposure to tools like Salesforce, Intercom, Looker, or similar platforms.
Ninja Perks and Benefits
*Full time employees
- Competitive compensation
- Adherence to government-mandated benefits
- Retirement Savings Program with Company Matching
- Life Insurance
- HMO on day 1
- Paid time off, birthday leave
- Bonus and incentive plans
- Opportunities for skills training and personal and professional development
- Employee Referral Program
Experience infinite fun so you can have infinite growth. Discover a better way to grow at SupportNinja Are you ready?
If you are interested, you can access your instant interview here: https://alpharun.com/i/JvU0hnG2Dlz-kc-18YEY6