Employment Type: Full-Time Employment
Work Setup: Onsite onboarding for a two to four weeks, followed by a transition to a remote setup.
Work Schedule: Night Shift (Following U.S. Eastern Time Zone)
Location: Eastwood, Libis, Quezon City
Salary Package: 60,000 PHP to 75,000 PHP/Monthly

About the Client:

It’s a SaaS (software‑as‑a‑service) provider that helps self‑storage operators automate the entire delinquency and lien process — from early missed payments through auction completion.

Position Overview:

We are seeking a proactive, operations-driven, and analytically minded Customer Success & Operations Manager to champion client success and ensure the operational excellence of our SaaS platform. This role is ideal for someone who thrives at the intersection of customer management, data accuracy, compliance oversight, and process optimization. As the primary point of contact for assigned accounts, you will build strong customer relationships, deliver exceptional support, and guide accounts from onboarding through renewal. You will play a critical role in safeguarding the accuracy of customer data, conducting auction compliance reviews, performing operational checks, and identifying workflow risks before they impact customers. You will leverage tools such as Zendesk, the client's platform, and internal dashboards to manage inquiries, surface product bugs, perform compliance reviews, and support continuous improvement. The ideal candidate is a strong problem-solver with high attention to detail, operational rigor, and a passion for delivering flawless customer experience.

Responsibilities:

• Account Management & Customer Relationships: Serve as the primary point of contact for assigned client accounts, building and maintaining strong, long-term relationships. You will develop a deep understanding of customer goals, operational workflows, and compliance requirements in order to provide tailored solutions that drive customer satisfaction, retention, and growth. You will proactively identify opportunities for upselling and expansion while coordinating with internal teams to ensure seamless service delivery.
• Operational Oversight & Auction Compliance Review: Perform daily and weekly operational and compliance reviews to ensure customer accounts are accurate, compliant, and progressing through the correct auction phases on time. This includes validating data integrity across delinquency status, notices, timelines, and auction readiness. You will identify discrepancies, missing information, or compliance risks and take ownership of coordinating resolution while documenting findings and trends.
• SaaS Dashboard & Platform Monitoring: Continuously monitor platform dashboards and automated workflows to ensure systems are functioning as intended. You will proactively identify bugs, system gaps, or unexpected behavior that may impact customer operations or compliance. When issues arise, you will document clear reproduction steps and collaborate with product, engineering, and operations teams to support timely resolution.
• Customer Support & Zendesk Management: Respond promptly and professionally to customer inquiries through Zendesk via email, chat, and phone. You will assist customers with product questions, technical issues, and operational guidance, ensuring clear communication and high-quality support. Zendesk will serve as the central system for managing tickets, tracking progress, and maintaining continuity across customer interactions.
• Issue Investigation & Resolution: Investigate customer issues thoroughly to identify root causes rather than surface-level fixes. You will leverage product knowledge, operational context, and data review to resolve issues effectively and prevent recurrence. Complex issues will be escalated appropriately, with clear documentation of findings, resolutions, and preventative actions captured in Zendesk.
• Product Knowledge & Customer Education: Maintain a strong understanding of the AI Lean platform, including new features, enhancements, and compliance-related functionality. You will educate customers through onboarding sessions, product demonstrations, and ongoing training to help them maximize platform value. You will also contribute to knowledge base updates, ensuring documentation reflects current workflows and best practices.
• Customer Feedback & Continuous Improvement: Actively gather customer feedback through Zendesk, conversations, and operational reviews, synthesizing insights into actionable recommendations. You will serve as the voice of the customer internally, collaborating with product, engineering, and operations teams to improve platform functionality, workflows, and overall service delivery.
• Data Integrity & Documentation: Maintain accurate and detailed records of customer interactions, compliance reviews, operational findings, and issue resolutions. You will ensure that customer data remains complete, consistent, and reliable across systems, supporting both compliance requirements and internal reporting needs.
• Customer Health Monitoring: Monitor customer health indicators, satisfaction trends, and risk signals using Zendesk, AI Lean dashboards, and internal reporting. You will proactively address early warning signs, participate in weekly operational reviews, and help ensure customer accounts remain stable, compliant, and successful.
• Operational Support & Special Projects: Support the development, documentation, and refinement of operational processes and compliance workflows. You will participate in special projects related to automation, platform upgrades, regulatory changes, or customer experience initiatives, ensuring that both internal operations and customer activities meet defined standards of excellence.

Job Requirements:

• Bachelor’s degree in Business Administration, Operations, or a related field.
• Proven experience as a Customer Success & Operations Manager or in a similar client-facing role, within an operations-heavy or compliance-driven environment is required.
• Experience working in a start-up environment is preferred.
• Strong operational discipline with demonstrated experience conducting data reviews, audits, quality checks, or compliance validation.
• High attention to detail with the ability to identify data discrepancies, process gaps, and compliance risks.
• Exceptional written and verbal communication skills, with the ability to explain complex workflows clearly to customers and internal teams.
• Strong organizational and time-management skills, with the ability to manage multiple accounts, priorities, and deadlines simultaneously.
• Proactive problem-solving mindset with a hands-on approach to seeing issues through to resolution.
• Proficiency with Zendesk or similar ticketing systems, including documentation, reporting, and workflow management.
• Strong working knowledge of Microsoft Excel and comfort working with operational data and dashboards.
• Experience using collaboration tools such as Slack, Zoom, and shared documentation platforms.
• Familiarity with compliance-driven workflows, legal or regulated processes, or audit-style reviews is strongly preferred.
• Experience in self-storage, auction operations, real estate, financial services, or related industries is highly beneficial.
• Prior experience working in a startup or high-growth environment is a strong plus.
• Must have a professional and reliable internet connection and a dedicated work environment.

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