About the job
Clipt operates as a pioneering remote-first staffing agency, dedicated to empowering creators, agencies, and media companies by seamlessly integrating skilled video editors from the Philippines into their workflows. Our mission is to streamline video production, ensuring quality and efficiency.
We are seeking a Client Success Manager (CSM) who will be instrumental in maintaining the daily health of client accounts. In this role, you will collaborate closely with the Head of Operations and our core team to ensure that clients receive exceptional support, editors are effectively aligned with client needs, and potential issues are proactively addressed before they escalate.
This position is not a call-center support or sales role; it emphasizes operational excellence, sound judgment, clear communication, and diligent follow-through.
Your Responsibilities
Client Onboarding and Initial Account Support
- Conduct structured onboarding for new clients post-sales handoff (via email and calls).
- Align with clients on goals, scope, workflows, timelines, and communication standards.
- Ensure seamless alignment between editors and clients from the outset.
- Establish clear and realistic expectations to mitigate future issues.
- Remain actively involved during the initial 1–3 months to stabilize accounts effectively.
Daily Client Communication (Slack-first)
- Manage client Slack channels with a calm, professional demeanor.
- Clarify requests and expectations whenever ambiguity arises.
- Tackle concerns proactively to prevent minor issues from growing.
- Approach frustrated clients with diplomacy, emphasizing solutions over blame.
Editor Coordination
- Ensure consistent end-of-day updates from editors and clear communication.
- Provide support and training for editors on client communication as necessary.
- Assist in removing obstacles to maintain smooth workflows.
Issue Detection and Escalation
- Identify recurring patterns such as unclear requests, workload overload, or deadline issues.
- Escalate genuine risks to quality or client relationships to the Head of Operations.
- Collaborate with the core team to resolve issues collectively; you are not expected to handle everything independently.
Retention and Process Improvement
- Monitor early indicators of churn risk and implement measures to stabilize accounts.
- Adhere to standard operating procedures (SOPs) while contributing to process enhancements.
- Reduce urgent issues through better documentation and communication practices.