Customer Success Manager

Who We Are
Design Source Media is a tech company that happens to build WordPress Websites for marketing agencies, professional speakers, and small businesses.

Who We’re Looking For
We’re seeking a dedicated Customer Success Manager to help our clients get the most value out of our products and services. This is a full-time remote position, perfect for someone who thrives in a night-shift environment catering to U.S. clients.

Type of Work:
Full-Time Remote Position
Night Shift (9PM – 6AM PH Time)

Personality Traits:
Loves the role of ensuring customer success and satisfaction
Excellent people skills to build and maintain strong client relationships
High level of integrity and a keen attention to detail
Proactive mindset, always looking for ways to improve and add value

Work Schedule:
Committed to working 8 hours a day, 5 days a week
Responsibilities
Client Onboarding and Kickoff: Oversee the onboarding process for new clients and web build projects, ensuring smooth and efficient initiation.
Team Management: Lead and manage the Heady web development team, setting priorities, providing direction, and ensuring tasks are completed on time.
Project Management: Coordinate and manage ongoing web development projects, ensuring timely and budget-compliant delivery.
Client Relationship Management: Maintain ongoing communication with clients, address concerns promptly, and ensure high levels of client satisfaction.
Notion Management: Utilize Notion for project tracking, client management, and documentation, keeping all information up-to-date and accurate.
Technical Translation: Translate business needs into technical requirements for the development team and communicate technical issues to clients effectively.
Documentation and SOPs: Create and maintain Standard Operating Procedures (SOPs) for the CSM role and development processes, ensuring team adherence.
Upselling and Client Growth: Identify opportunities to upsell additional services to existing clients and work towards increasing client engagement and revenue.
Capacity Tracking and Resource Management: Track the capacity of the web development team to ensure optimal resource utilization and adjust project plans as needed.
Goal Setting and Performance Tracking: Set clear goals for the development team, monitor progress, and conduct regular performance reviews.

Experience
Technical Proficiency: Strong understanding of web development processes and technologies, including WordPress, APIs, and Figma.
Project Management Tools: Proficiency with Notion, Slack, Monday, and Gmail.
Client Management: Proven experience in managing client relationships and ensuring high levels of client satisfaction.
Team Leadership: Experience in managing and leading a team of developers.
Communication Skills: Excellent verbal and written communication abilities, capable of conveying technical information to non-technical clients.
Problem-Solving: Strong analytical and problem-solving skills, with the ability to quickly identify and resolve issues.
Attention to Detail: High level of accuracy and attention to detail in managing projects and client information.
Sales Skills: Ability to identify upsell opportunities and effectively communicate the value of additional services to clients.
Adaptability: Flexibility in managing time-zone differences and remote team dynamics.
Strategic Thinking: Forward-thinking approach to client and team management, anticipating future needs and challenges.

How We Will Help You Succeed
Comprehensive Training: We offer an in-depth onboarding process and continuous learning opportunities.
Supportive Team: Work alongside a team of experts who are there to help you every step of the way.
Cutting-Edge Tools: Gain access to the latest software and technology to perform your role effectively.
Data-Driven Culture: We value metrics and data, making it easier for you to measure your success.
Career Growth: Opportunities for advancement in a rapidly growing company.

Employment Type
This is a full-time role, and we’re not looking for an agency.

Please add the words “Gulaman” at the beginning of… Why are you interested in this position?

Salary Range: Php 45,000 to Php 60,000

Apply here: Click to view/8485887/f/82yzz-58777/APU3RZ2GHAJQ13D5M4