Client Success Manager (MarTech & Digital)

Customer Success Manager

Location: Preferably Onsite in Legazpi City, Albay

Working Hours: Australian Eastern Standard Time (AEST)

Reports To: Head of Customer Success

About the Role

We are looking for an exceptional Customer Success Manager to become the primary point of contact for our clients and vendors. This is a highly customer-facing role requiring someone who is charismatic, organised, commercially aware, and genuinely enjoys building relationships. Success in this role is measured by your ability to create outstanding client experiences, proactively solve problems before they escalate, and confidently communicate with everyone from frontline vendors through to senior executives.

Key Responsibilities

• Build strong interpersonal relationships with clients and vendors. 
  
• Onboard vendors onto Throughline (custom ticket tracking and analysis software).
  
• Triage incoming support cases.
  
• Review Salesforce opportunities and support cases, ensuring records remain accurate and up to date.
  
• Prepare proposal decks.
  
• Review Asana projects and proactively identify opportunities to improve the customer experience.
  
• Audit vendor work against defined grading rubrics.
  
• Conduct customer surveys and gather feedback.
  
• Answer inbound client phone calls when required, ensuring every interaction feels personal and consultative rather than like a traditional call centre. 
  
• Proactively contact clients to identify and resolve issues before they become problems.
  

Requirements

Essential Skills & Experience

• Exceptional interpersonal and relationship-building skills.
  
• Highly charismatic, personable and confident communicator.
  
• Comfortable communicating with executives and stakeholders with strong personalities. 
  
• Able to represent technical specialists and bring out the best in highly technical team members.
  
• Australian or neutral English accent.
  
• Extremely organised with outstanding attention to detail.
  
• Strong understanding of project management principles, including methodologies such as Waterfall and Agile, and concepts such as the Theory of Constraints.
  
• Broad understanding of the MarTech ecosystem, including major CRM platforms and digital advertising platforms.
  
• Excellent written communication skills.
  
• Able to communicate clearly and concisely. Preferred Background Candidates with experience in one or more of the following industries are encouraged to apply:
  
• Marketing Agency Account Management
  
• SaaS Sales
  
• B2B Customer Service
  

Systems Used

Experience is not required but exposure is advantageous: * Asana * Salesforce Service Cloud * Salesforce Sales Cloud * Google Workspace (GSuite) * WhatsApp * Slack Highly Desirable Experience Experience administering or working with any of the following is highly regarded: * Salesforce Service Cloud * Salesforce Sales Cloud * Agentforce Data 360 * Salesforce Marketing Cloud Next * Google Analytics 4 (GA4) * Google Tag Manager (GTM) * Meta Ads * Google Ads * StackAdapt * Monday.com Administration * Asana Administration * Supabase * Database platforms * Webflow * Storyblok * Adobe Illustrator * Adobe Photoshop * Adobe InDesign * GoHighLevel Administration * HIVO * Byndr * Digital Asset Management (DAM) platforms

Personality Fit

We're looking for someone who is:

• Naturally charismatic and easy to talk to.
  
• Warm, personable and approachable.
  
• Confident without being overbearing.
  
• Succinct and articulate in both written and verbal communication.
  
• Proactive and solutions-focused.
  
• Highly organised.
  
• Passionate about delivering exceptional customer experiences.
  
• Interested in arts, culture, entertainment or other quirky hobbies and interests.
  
• A little nerdy or dorky in the best possible way.
  
• Someone who genuinely enjoys writing and communicating with people.
  

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 sales career to the next level? Apply now!