We are seeking a Senior Client Success Manager to establish and lead our client success initiatives. This is a remote, full-time position based in the Philippines, working with international clients. The role offers $5.00 to 7.00 per hour with opportunity for growth based on performance as well as bonuses for client renewals.

Who We Are  

M-Power Solutions is more than just a company – we're a family of innovators, go-getters, and dream-chasers. Our mission? To empower businesses and individuals to reach their full potential through cutting-edge CRM and marketing automation solutions.

Our Company Values:

• Dedication to Growth: We believe in being 1% better every day, both personally and professionally.
• Dedication to Showing Up: For our clients, for each other, and for ourselves.
• Dedication to Excellence: We strive for the highest standards in everything we do.
• Dedication to Empowerment: We uplift and enable others to reach their full potential.

Key Responsibilities:

• Build and implement client success strategies from the ground up
• Manage and maintain key client relationships throughout their lifecycle
• Develop client onboarding processes and success playbooks
• Monitor client health metrics and create improvement strategies
• Identify and mitigate churn risks while maximizing retention
• Create and track success metrics and KPIs
• Document best practices and standard operating procedures
• Provide regular client business reviews and success planning sessions
• Serve as the primary escalation point for client concerns

Proficiency in:

• Office Document Suites like Microsoft, Google, Zoho, etc
• CRM systems
• Video conferencing platforms
• Project management tools

Key Performance Indicators:

Success in this role will be measured by:

• Client retention rates
• Client satisfaction scores
• Process documentation completion
• Response time to client inquiries
• Client health scores
• Revenue retention and growth
• Quality of client feedback
• Implementation of best practices  

Working Hours:

• PH Graveyard Shift (9am to 6pm EST/ Monday-Friday / US Timezone)
• Full-time (40 hours/week)

Compensation:

• $5/hr to $7/hr
• Bonuses for client renewals

Benefits:

• PTO (Vacation Leave) that increases every year that you are with us
• Separate PTO for Sick Leave
• Maternity and Paternity Leave
• Bereavement Leave

Opportunities:

• Evaluation and Opportunity for a Salary Raise every 4 months from start date
• Opportunity to build and lead a future CS team
• Career advancement as the company grows
• Training and certification support
• Leadership development

Equipment Requirement:

• Operating System: Windows 10 or MacOS (latest version)
• Processor: Intel Core i5 or AMD Ryzen 5 (or equivalent)
• RAM: 8 GB or higher
• Storage: 256 GB SSD or higher with minimum 30% free space.
• Internet Connection: Minimum 100 Mbps download and upload speed for smooth communication and data handling. (MUST be connected thru LAN)
• Headset: Noise-canceling headset with a microphone for clear and professional communication.
• Quiet, professional home office setup
• Personal computer with quality webcam and headset
• Backup power solution for outages
• Backup internet solution for outages

Required Qualifications:

• 5+ years of client success/account management experience
• Proven track record of managing and retaining key client accounts
• Strong experience with client success tools and CRM platforms
• Excellent English communication skills (written and verbal)
• Excellent Professional Appearance for representing the company in client meetings
• Bachelor's degree in Business, Communications, or related field
• Experience working with international clients and teams
• Strong analytical and problem-solving abilities
• Proficient in data analysis and reporting
• Experience in creating and documenting processes