Senior Customer Success Manager (5-10 Years) | US and UK Clients | Excellent Spoken English | Full Time

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: TYPE OF WORK

Full Time

: SALARY

$1,000 - $1,200/month USD

: HOURS PER WEEK

40

: DATE UPDATED

Sep 1, 2026

JOB OVERVIEW

SENIOR CUSTOMER SUCCESS MANAGER
Full time | Remote, Philippines | US and UK client accounts

ABOUT ALBA TALENT

Alba Talent is a UK revenue architecture firm. We build the revenue systems that growing businesses in the US and the UK depend on, and we train and certify the people who run them.

You would work one book of accounts inside a single client business, full time. The same accounts month after month, so you get to know them.

We are hiring one Senior Customer Success Manager.

THE ROLE

You own a portfolio of client accounts from onboarding through to renewal. You are the primary relationship owner and the voice the client hears most often. Performance is measured on retention, account health and renewal outcomes. Not ticket volume.

This is a senior seat and you will be left to run it. You take your own calls and you make your own calls. You pull someone else in when the situation needs it.

KEY RESPONSIBILITIES

- Own a portfolio of client accounts across the full lifecycle: onboarding, adoption, expansion and renewal
- Lead client facing calls yourself: kickoffs, onboarding, scheduled check ins, quarterly business reviews, escalations and renewals
- Watch account health and step in early when engagement drops
- Take an at risk account and work the retention conversation through to an answer
- Handle an unhappy client without flinching, and settle it at your level where you can
- Open expansion conversations when an account is actually using what it already pays for
- Keep CRM records and account notes to a standard a colleague could pick up without a briefing
- Report on portfolio health honestly, including the accounts that are slipping

REQUIRED EXPERIENCE

- Five to ten years in Customer Success, Account Management or a client facing role where you owned the commercial outcome. Support experience on its own will not meet the bar here.
- You have served US, UK or Australian clients, and you know how they talk and what they expect.
- Retention, escalation and renewal conversations are things you have run, not things you have read about.
- Credibility with founders, directors and VPs on a live call. You should be able to hold a position under pressure, and direct a difficult conversation rather than absorbing it.
- Excellent spoken English. Clear, neutral, easy to follow. This is most of the job.
- A major CRM such as HubSpot, Salesforce, Zoho or GoHighLevel, plus the usual video and chat tools.

COMMUNICATION AND AUDIO STANDARDS

You will be on client calls every day. We assess audio quality as part of selection, and we have previously declined otherwise strong candidates on this basis alone. Please read this part before you apply.

- A dedicated USB or XLR headset or microphone. Not a laptop built in mic. Not wireless earbuds.
- A private, quiet room for the whole shift.
- Wired internet at 25 Mbps or better, plus a backup connection and a plan for when the power goes.
- A webcam you are happy to keep on.

ENGAGEMENT AND COMPENSATION

- Full time, forty hours per week, long term
- 1,000 to 1,200 USD per month, set by experience
- Paid twice monthly
- You need to cover US business hours, 9am to 6pm US Eastern. In practice this is a night shift in the Philippines, roughly 9pm to 6am.
- Two week paid trial at the full rate. If it works, the seat is permanent, and we would rather keep someone for years than rehire every twelve months.

SELECTION PROCESS

Everyone who works a client account for us completes our internal Customer Success certification before going live. It ends in a live assessed call: a retention conversation, an escalation, and an upsell. Candidates do fail it. Passing is what puts you in front of a client, and the credential is yours to keep.

HOW TO APPLY

Please send all four. Incomplete applications will not be reviewed.

1. Start your reply with the word ORBIT, so we know you got to the end of this.

2. The hardest client account you have personally saved. What was going wrong, what you did, and how it ended. We are reading for judgement here, so a short paragraph is fine.

3. Your CV.

4. A voice recording of two to three minutes, answering this out loud:

"A client tells you they are cancelling at the end of the month because they are not seeing value. Talk me through how you would run that call."

Speak as you would on a client call. Do not read from a script and do not use an AI voice. Every recording gets listened to, and this is the part that carries the most weight.

When you send the link, write it with the dots spelled out, for example: loom (dot) com slash share slash yourrecording. This job board removes standard web links.

Also tell us the monthly USD figure you are looking for within the range above, and your earliest available start date.

Every candidate who submits a complete application will receive a response.

SKILL REQUIREMENT

Customer Service Account Management Customer Relationship Management

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Senior Customer Success Manager (5-10 Years) | US and UK Clients | Excellent Spoken English | Full Time

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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