Manager of Customer Success

Philippines. Job Description Manager of Customer Success About EmpireOne CX EmpireOne CX is a fast-growing, technology-driven Business Process Outsourcing (BPO) company delivering customer experience, technical support, healthcare support, back-office operations, AI-enabled CX solutions, and multilingual services to clients across North America and internationally.

As we continue to grow, we are looking for a Director of Customer Success who will own our most valuable asset—our client relationships. This is a strategic leadership role responsible for increasing client retention, expanding existing accounts, strengthening executive relationships, and ensuring every client views EmpireOne CX as a long-term strategic partner.

⸻ Position Summary The Director of Customer Success is responsible for maximizing the lifetime value of every client. This individual will proactively identify growth opportunities, strengthen executive relationships, oversee Quarterly Business Reviews (QBRs), monitor account health, and work cross-functionally with Operations, Workforce Management, Human Resources, IT, Finance, and Executive Leadership to deliver exceptional client outcomes.

The ideal candidate combines executive relationship management with strong commercial acumen and a deep understanding of BPO operations. ⸻

Key

* Develop long-term account strategies for each client. ⸻ Revenue Growth Identify opportunities to expand existing client relationships through: * Additional headcount* New business units* Additional support channels* New geographic locations* AI-enabled CX solutions* Automation initiatives* Back-office services* Multilingual support* Consulting opportunities Develop account expansion plans with measurable revenue targets.

⸻ Quarterly Business Reviews (QBRs) Lead executive QBRs that include: * SLA performance* KPI trends* CSAT* Quality Assurance* Workforce analytics* Attrition analysis* Productivity metrics* Innovation initiatives* AI recommendations* Financial performance* Strategic recommendations* Expansion roadmap ⸻ Account Health Management Continuously monitor: * Client satisfaction* Executive engagement* Operational risks* Financial performance* Renewal timelines* Escalation trends* Contract compliance* Growth opportunities Develop mitigation plans before issues become client concerns.

⸻ Cross-Functional Leadership Partner closely with: * Operations* Workforce Management* Training* HR* IT* Finance* Business Development* Executive Leadership Coordinate resources to ensure successful execution of client initiatives. * Understanding of contact center operations, workforce management, quality assurance, and client governance. Preferred experience includes healthcare, retail, financial services, SaaS, or technology accounts. * Assess account health.

* Present recommendations to leadership. * Establish quarterly strategic planning with major accounts. ⸻ Reporting Structure Reports to: * Chief Executive Officer (initially) Works closely with: * VP Operations* Director of Operations* Workforce Management* HR* IT* Finance* Business Development* Marketing Our Ideal Candidate We are looking for someone who thinks like a business owner, not simply an account manager.

This person is naturally curious, commercially driven, highly analytical, and passionate about helping clients succeed. They can confidently engage C-suite executives, uncover growth opportunities, and transform satisfied customers into long-term strategic partners while serving as a key contributor to EmpireOne CX’s growth.