Client Success Manager

Job Description

Clipt is a remote-first staffing agency that helps creators, agencies, and media companies scale video production by embedding vetted video editors from the Philippines directly into their teams.

We are hiring a Client Success Manager (CSM) to handle the day-to-day health of client accounts. You’ll work closely with the Head of Operations and the core team to make sure clients are supported, editors are aligned, and issues are handled early before they escalate.

This is not a call-center support role and not a sales role. It’s an operations-focused role that requires good judgment, clear communication, and follow-through.

What you’ll be doing

Client onboarding and early account support

• Run structured onboarding for new clients after sales handoff (email and call)
• Align on goals, scope, workflows, timelines, and communication expectations
• Ensure editors and clients are aligned from the start
• Set clear, realistic expectations to prevent issues later
• Stay closely involved during the first 1–3 months to help stabilize accounts

Day-to-day client communication (Slack-first)

• Manage client Slack channels with a calm, professional, and clear tone
• Clarify requests and expectations when things are unclear
• Address concerns early and prevent small issues from escalating
• Handle frustrated clients diplomatically and focus on solutions, not blame

Editor coordination

• Ensure editors send consistent EOD updates and communicate clearly
• Support and coach editors on client communication when needed
• Help remove blockers so work continues smoothly

Issue detection and escalation

• Identify patterns such as unclear requests, revision overload, or timeline issues
• Escalate real risks to quality or client relationships to the Head of Operations
• Work with the core team to resolve issues; you’re not expected to solve everything alone

Retention and process improvement

• Watch for early signs of churn risk and take steps to stabilize accounts
• Follow SOPs and provide input as systems improve
• Help reduce urgent issues through better documentation and communication

Requirements

• Strong written and spoken English
• Calm, steady, and professional under pressure
• Comfortable communicating in Slack and responding in a timely manner
• Organized, proactive, and reliable; you close loops and follow through
• System-minded and focused on solving problems rather than taking sides
• Comfortable learning creative workflows and working with editors

Nice to have (but not required):

• Experience in customer success, operations, account management, or project coordination
• Experience working with creatives or editors
• Familiarity with tools like Slack, ClickUp, Airtable, Frame.io, and AI tools

Benefits

Salary: PHP 90,000–120,000 per month (depending on experience)

Fully remote: Work from home

Paid leave: 10–14 days PTO plus Philippine non-working holidays

Long-term stability: We’re looking for people to grow with us long term. Our #1 goal is to work together for decades, not months.