Client Success Manager

Bold Business India, Latin America, Philippines 3 days ago

support

About the Role

We're seeking a proactive, tech-savvy Client Success Team Lead to manage both our U.S.-based clients and our internal BPO service delivery team. This is a fully remote, offshore position for a hands-on leader who is passionate about customer value, team performance, and operational excellence.

This is a true hybrid role. You'll be a strategic partner for our clients, driving their success with our AI-powered solutions. You'll also be an operational coach for your team, applying continuous improvement methodologies to ensure flawless service delivery.

You'll be the bridge between client satisfaction and internal operations—ensuring accounts grow, teams excel, and processes continuously improve.

Key Responsibilities

Your role is balanced across three key areas:

Client Success & Relationship Management

Lead client onboarding, success planning, and Quarterly Business Reviews (QBRs)
Build trusted relationships with U.S. clients, acting as their primary point of contact and escalation
Monitor client health, proactively drive adoption, and ensure customer satisfaction
Identify growth opportunities (upsell/cross-sell) and collaborate with Sales
Track customer health metrics and address issues before they escalate into churn risks

Team Leadership & Development

Lead weekly team meetings and conduct monthly 1-on-1 coaching sessions to drive performance
Perform regular quality evaluations (QA) and provide constructive feedback to elevate service standards
Manage day-to-day team operations, removing roadblocks and ensuring adherence to client SLAs
Participate in interviewing and onboarding new talent, ensuring cultural and skill fit
Foster a culture of accountability, collaboration, and continuous learning
Monitor team KPIs and translate data into actionable performance improvements

Operations & Continuous Improvement

Apply Continuous Improvement methodologies to partner with your team and internal partners to identify and execute process improvements
Manage workforce scheduling and time tracking using TSheets by Intuit (QuickBooks Time)
Partner with your team and internal partners to identify and implement AI/automation use cases
Develop and maintain Standard Operating Procedures (SOPs) and training materials

Qualifications:

Must-Haves:

3–5 years in a client-facing role (Customer Success, Account Management, Operations) within a BPO or SaaS environment
Proven team leadership experience: coaching, 1-on-1s, performance management, and quality assurance (QA)
Continuous Improvement mindset

Escalation Management skills – Handle high-stakes client and team issues with diplomacy and urgency

Experience managing U.S.-based B2B customers and handling escalations
Strong skills in CRM platforms (Salesforce, HubSpot, Gainsight, Zendesk)
Strong Excel/Google Sheets skills for reporting and analysis
Excellent English (C1+ or native equivalent)—written, spoken, and presentation skills
Highly self-motivated and detail-oriented, with strong remote communication and prioritization skills

Preferred Qualifications:

Bachelor's degree in business administration, Operations Management, or related field
Background and exposure to SaaS, digital transformation, AI tools or automation platforms (e.g., GPTs, chatbots, no-code/low-code tools)
Lean Six Sigma Green Belt certification (or equivalent training/in progress)
Familiarity with BPO-specific tools: quality monitoring software, workforce management systems, CRMS, etc.
Experience with project management tools (Asana, Monday.com, Trello)
Advanced proficiency with TSheets (QuickBooks Time) for workforce management
Data visualization skills (Tableau, Power BI, Looker)
Familiarity with lifecycle planning, customer segmentation, and success playbooks
Background in customer experience (CX) strategy or Voice of the Customer (VoC) programs

What We Offer

A fully remote role for offshore candidates with autonomy and flexibility
The opportunity to work with cutting-edge AI products in real-world B2B scenarios
A collaborative, supportive, and fast-moving global team culture
Competitive compensation with performance-based incentives
Ongoing learning and professional development opportunities
The chance to play a pivotal role in shaping the future of AI-enabled business solutions

About Bold Business:

Bold Business is a US-based global business process outsourcing (BPO) firm with over 25 years of experience and $7B+ in client engagements. We help fast-growing companies scale through smart talent strategies, automation, and technology-driven solutions.

Bold Business recruiters always use a “@boldbusiness.com” email address and/or from our Applicant Tracking System, Greenhouse. Any variation of this email domain should be considered suspicious. Additionally, Bold Business recruiters and authorized representatives will never request sensitive information in email or via text.