Customer Success Manager

Full-Time Customer Success Manager – Account Management

Full Time. Long Term, Remote | Philippines-based | 40 hours per week

$10–$15 USD per hour plus performance bonuses

ABOUT VTC

Views To Clients helps B2B founders, SaaS companies and leading brands build profitable YouTube channels.

We started 2026 at approximately $100,000 per month and have since grown to around $500,000 per month. Our target is to reach $1 million per month by the end of 2026.

Our clients and work include names such as Gary Vee, ManyChat, Instantly AI and Glencoco. We have helped build some of the leading business channels in their niches, generating millions of views, subscribers and attributable revenue.

Our mission is to become undeniably and irrefutably the best team of experts for building profitable business YouTube channels. We now need exceptional people who can make sure every client receives the standard of service, execution and care that this mission requires.

THE ROLE

We are hiring a full-time Customer Success Manager to own a portfolio of clients and make sure every client gets exactly what they need, when they need it.

This is not a support-only role and it is not a passive project-management role. You will personally communicate with clients, protect their experience, coordinate delivery across the team, resolve problems and drive accounts towards retention, growth and measurable success.

Strong account management alone is not enough. You must also be highly capable in project management, operations, client communication, commercial judgement and team coordination.

WHAT YOU WILL OWN

• Make sure clients are onboarded at the correct pace and remain actively engaged

• Ensure weekly client deliverables are completed on time and to the expected standard

• Respond to or coordinate the resolution of client queries within our two-working-hour SLA

• Maintain clear visibility across every client, project, owner, deadline and risk

• Identify delivery or relationship risks before they become client problems

• Coordinate strategy, scripting, editing, thumbnails and other delivery functions

• Chase missing actions, remove blockers and follow issues through to confirmed closure

• Personally handle client communication, complaints, difficult conversations and recovery

• Protect retention and identify appropriate opportunities for upsells, cross-sells and referrals

• Generate positive reviews, testimonials and case studies through excellent client outcomes

• Keep client and project-management systems accurate and current

• Escalate anything that requires wider operational, leadership or commercial support

• When a client is at churn risk, lead the best possible save or manage a clean, relationship-preserving offboarding

WHAT SUCCESS LOOKS LIKE

Your ultimate outcomes are strong gross revenue retention, logo retention, net revenue retention and client satisfaction.

The leading measures you will influence include:

• Client On-time Delivery Rate

• Client Query Resolution Time

• Client Engagement Rate

• Number of client complaints

• Onboarding speed and client health

• Upsells, cross-sells and referrals

• Positive reviews, testimonials and case studies

WHO WE ARE LOOKING FOR

You should have:

• Proven customer success or account-management experience in a complex client-service business

• Strong project-management and operational ability across multiple clients and workstreams

• Excellent written communication and confidence speaking with clients on calls

• Experience resolving complaints, protecting relationships and recovering accounts at risk

• Commercial judgement around retention, expansion and long-term client value

• The ability to hold internal owners accountable while keeping relationships constructive

• Strong prioritisation, attention to detail and follow-through

• The judgement to distinguish credible progress from optimistic reporting

• A proactive ownership mindset: you drive problems to a safe outcome rather than merely reporting them

• Confidence improving an imperfect system while still operating it effectively

Agency, SaaS, creative-production or other high-touch recurring-service experience is strongly preferred.

COMPENSATION

$10–$15 USD per hour, depending on experience and demonstrated ability.

Performance bonuses will be available for strong client-retention, satisfaction and operational results. There is significant room for increased responsibility and compensation as VTC grows.

HOW TO APPLY

Complete the application form below.

You will be asked to provide your CV, relevant professional profiles and a short Loom video covering:

• Who you are

• Why you want to join VTC

• A difficult client or account situation you personally owned, what was at risk and the result

• How you would keep multiple clients successful and on track while protecting delivery, retention and growth

Applications submitted without a Loom video will be automatically rejected.