Customer Success Manager

The Role

At HelloConnect, you will be part of a dynamic team in Inoza tower, BGC that embraces innovation and leverages advanced technology to create exceptional experiences. Our culture is built on collaboration, continuous learning, and a commitment to excellence. You’ll have the opportunity to work on impactful projects, develop your skills, and grow within a supportive environment that values diverse perspectives and experiences.

In this role, you will take on a key responsibility as the primary strategic partner between HelloConnect and its clients, ensuring operational excellence while driving customer retention, growth, and long-term success. The role combines client relationship management, operational oversight, commercial growth, and strategic consulting to deliver exceptional customer experiences and identify opportunities for business expansion. The CSM owns a portfolio of client accounts and works closely with internal operational teams to ensure service delivery aligns with client objectives and contractual commitments.

We’re looking for passionate individuals who can bring their unique skills and ideas to the table. Even if you don't meet every requirement but believe you’d excel in this role, we’d love to hear from you!

What you’ll do

Client Relationship Management

● Serve as the primary point of contact for assigned client accounts.

● Build and maintain trusted relationships with key client stakeholders and decision-makers.

● Conduct regular governance meetings, business reviews, and executive presentations.

● Understand client business objectives and translate them into actionable operational strategies.

● Act as the escalation point for client concerns and ensure timely resolution.

Customer Success & Account Growth

● Drive customer retention by proactively monitoring account health and identifying churn risks.

● Develop and execute success plans aligned with client goals and business outcomes.

● Identify upsell, cross-sell, and exp