Client Success Manager

Client Success Manager Own the client journey from onboarding to long-term success. Join our team today and unleash your full potential! Apply now! About Us Full Potential Solutions (FPS) is a performance-based, analytically driven omnichannel solutions organization with operations in Waltham, MA, Chennai, India, Bogota, Colombia, and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes, and proprietary technology to deliver groundbreaking solutions for our clients and fulfilling careers for our employees. We invest in our people and put culture first because we believe that happy, fulfilled teams deliver breakthrough results. FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program, medical, dental, and vision benefits, and the opportunity for high-potential career growth with a fast-growing company. Our Core Values: Integrity - Do what’s right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respect Excellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvement Accountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionate Grace - Respect and appreciate differences, Care for one another, Humility, Make work personal Our Mission : To create conditions within which people can thrive! As our Client Success Manager , you are the bridge between our clients’ biggest goals and our team’s daily execution. You aren’t just a "point of contact", you are a strategic partner. You’ll be the voice of the client within our walls and the face of our excellence in the boardroom. If you thrive on turning complex data into clear stories and building high-performing teams that hit their KPIs every single time, we want to talk to you. Duties and Responsibilities: Relationship Management : Build and nurture V to C-level and key stakeholder relationships, serving as the high-level advocate for all client needs. Operational Excellence & Retention : Oversee daily workflows to ensure every policy is followed and every procedure is optimized. Crucially, you will drive agent engagement and manage attrition to maintain a stable, high-performing team, ensuring the business remains lean, efficient, and profitable. Financial Performance & 100% Billing : Own the bottom line. You will manage financial performance by ensuring 100% billing accuracy; reconciling headcounts, tracking billable hours, and eliminating revenue leakage. Performance & SLAs : Own the numbers. You’ll monitor KPIs, conduct root cause analysis when things go off-track, and lead impactful Business Reviews (QBRs, MBRs and WBRs) Team Leadership : Mentor and coach a diverse team, fostering a culture of career growth and high accountability. Escalation Mastery : When challenges arise, you’re the calm in the storm, resolving issues quickly to maintain client retention and satisfaction. Strategic Growth : Look beyond the "now." You’ll identify opportunities for process improvements and organic account growth (upselling). Qualifications: 3–5 years of relevant experience in BPO operations, account management, team leadership, or a related role within a fast-paced service environment. Excellent communication skills , with strong verbal and written English proficiency and the ability to confidently present insights, reports, and recommendations to stakeholders or leadership teams. Strong analytical and problem-solving abilities , with experience interpreting data, identifying trends, recognizing operational bottlenecks, and making data-driven decisions. Advanced proficiency in productivity and collaboration tools , including Microsoft Office Suite or Google Workspace. Familiarity with CRM platforms, reporting tools, or Workforce Management (WFM) systems is highly preferred. Highly organized and detail-oriented , with the ability to manage multiple priorities and meet deadlines in a dynamic environment. Resilient, adaptable, and results-driven , with a mindset suited for the fast-paced nature of the BPO industry. Willingness to work flexible schedules or extended hours when necessary to support operational and client requirements. Amenable to work in night shift schedule and in a hybrid work setup Department Operations Role Non-Agent Locations Manila, Philippines Remote status Hybrid