Senior Client Success Manager

1 day ago

Downtown Core, Singapore Spiralytics Full time

**Job Summary**:
The Senior Client Success Manager leads high-value client accounts and helps drive overall team performance. In addition to direct account management, this role provides strategic insight, coaching to junior team members, and helps optimize client success processes and best practices.

**Key Responsibilities**:

- Manage a portfolio of key or high-value clients with complex needs and strategic impact.
- Lead strategic planning sessions, reporting presentations, and performance reviews with clients.
- Partner with the Head of CSM to refine internal frameworks, client success processes, and reporting systems.
- Provide mentorship and onboarding support to junior Client Success Executives and Managers.
- Collaborate cross-functionally with internal teams (e.g. SEO, SEM and Display, Creative, Content, Web Dev, Online PR) to ensure execution aligns with client strategy.
- Identify opportunities for service expansion and support strategic upsell efforts.
- Develop and implement customer success strategies to ensure client satisfaction and retention, tailoring approaches to individual client needs and industry trends.
- Manage and resolve complex customer issues and escalations, ensuring timely and effective solutions that enhance customer satisfaction
- Establish and maintain strong relationships with key stakeholders within client organizations to understand their business needs and objectives.
- Analyze customer data and feedback to identify trends, issues, and opportunities for improvement, and report findings to the Head of CSM and relevant departments.
- Conduct regular business reviews with clients to assess the value delivered by the company’s services, identify upsell or cross-sell opportunities, and secure contract renewals

**Qualifications**:
**Education**:

- Bachelor’s degree in Marketing, Business Administration, Advertising, Communication Arts or any related field.

**Experience**:

- 5+ years of client success, account management, or strategic project leadership experience.
- Experience managing complex accounts and/or enterprise-level clients.

**Skills and Competencies**:

- Strong leadership and mentoring skills.
- Advanced communication and relationship-building capabilities.
- Ability to analyze metrics and turn insights into action.
- Experience in digital marketing, creative agencies, or similar service industries.
- Proficiency in using CRM and project management tools (e.g., HubSpot) is a plus.

**Working Conditions**:

- Work Location: Makati City / Remote
- Work Schedule: Monday-Friday, Flexible Work Schedule

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