Job Description

Location: BGC, Taguig

Work Setup: Onsite

Shift: Nighshift

Salary: 30,000 - 70,000

Role Purpose:

The Customer Success Associate proactively manages a portfolio of employer clients, combining consultative account management, skilled negotiation, and hands-on coordination to maximize each client's hiring success and long-term value. The role focuses on helping employers optimize their job postings, effectively use platform and available tools, and implement strategies that improve candidate engagement, applicant quality, and hiring conversions — while actively negotiating renewal terms, resolving competing priorities across accounts, and identifying opportunities to expand each client's investment in the platform. The Customer Success Associate owns day-to-day client relationships and execution within defin guardrails, with real accountability for hiring results, client retention, revenue growth, and long-term partnership health.

Key Accountabilities

Employer Success & Support
Build and maintain strong, trust-based relationships with employer clients
Proactively support employers in achieving meaningful hiring outcomes
Understand employer needs, concerns, and hiring objectives, and recommend appropriate solutions
Guide employers in effectively using the platform and available tools
Communicate platform processes, requirements, and recommendations clearly and persuasively
Job Posting & Applicant Optimization
Support employers in optimizing job postings to attract qualified applicant
Review available information and data to identify opportunities to improve applicant quality and engagement
Guide employers on strategies that can improve candidate engagement and conversion, including relevant paid or premium options
Help employers maximize the value of their job posting investment, identifying opportunities for expanded usage where appropriate
Monitor hiring activity and proactively identify areas requiring attention or follow-up
Client Engagement, Negotiation & Retention
Maintain regular and proactive touchpoints with employer clients
Follow up on client concerns, hiring activity, and outstanding actions in a timely manner
Negotiate renewal terms, pricing conversations, and service commitments to protect and grow account value
Identify and act on opportunities to increase employer engagement and spend on the platform
Support initiatives that contribute to continued job posting activity, subscription renewal, and long-term client relationships
Escalate complex client concerns or issues to the appropriate team, when necessary, while continuing to own the overall client relationship
Execution & System Discipline
Maintain accurate and timely records of client interactions, activities, and outcomes
Track client engagement, follow-ups, and agreed actions using available systems and tools
Leverage available data and touchpoints to support proactive customer success activities
Adhere to defined quality, productivity, and turnaround standard
Consistently execute Customer Success workflows and processes, exercising sou judgment within Medley's guardrails
KPI Ownership - Performance will be measured against the applicable Customer Success individual and organizational KPIs, which may include:
Employer satisfaction and engagement
Client retention, renewal rate, and continued platform activity
Account growth and expanded usage of paid services
Quality and effectiveness of employer support and negotiation outcomes
Applicant quality and hiring outcomes
Candidate engagement and conversion
Job posting optimization and platform utilization
Timeliness and accuracy of client support and follow-ups
Individual and team Customer Success targets
Stakeholders & Collaboration
Customer Success Lead
employer clients
Job seekers and candidates
Operations or platform teams
Other internal teams supporting client and hiring outcomes

Qualifications:

4+ years of experience in customer success, account management, business development, recruitment operations, or a high-volume contact center environment, with demonstrated ownership of client relationships and outcomes
Proven negotiation skills — comfortable discussing renewals, pricing, or service commitments, and resolving client pushback confidently and diplomatically
A consultative, sales-oriented mindset: able to identify client needs, position tools and services as solutions, and translate conversations into concrete actions, upgrades, or expanded usage
Strong ability to coordinate and manage multiple employer accounts, competing priorities, and follow-ups simultaneously in a fast-paced environment
Strong English communication and client-facing skills, with the ability to confidently le conversations, follow-ups, and difficult client discussion
Comfortable using systems, tools, and data to track activities, identify opportunities, and support client outcomes
Strong attention to detail and follow-through
Self-driven and proactive, with the ability to exercise judgment and initiative within define processes