Best Western -La Mesa
About The Role SubSource is a growing franchise management platform built by Marwaha Group. We are looking for a driven, tech-savvy, and personable Technical Client Success Manager to be the primary bridge between our clients and our platform. This is not a traditional support role. You will own the full client relationship — from onboarding and issue resolution through to sharing new features, creating adoption content, and actively growing our client base. You understand technology deeply enough to speak confidently about platform capabilities, diagnose application issues, and communicate clearly with both clients and the development team. If you love technology, thrive in client-facing environments, and want to play a key role in a growing SaaS platform — this role is for you. What You Will Do 1\. Client Issue Resolution \& Technical Support Act as the first point of contact for client-reported application issues and questions Triage, investigate, and resolve application-related problems by working directly with the development team Clearly document and report bugs to developers with detailed steps to reproduce, screenshots, and expected vs actual behaviour Follow up with clients to confirm resolution and ensure satisfaction Maintain a log of recurring issues and surface patterns to the development team for permanent fixes Understand the SubSource platform deeply enough to distinguish a user error from a genuine bug 2\. Client Communication \& Relationship Management Build and maintain strong, trust-based relationships with all SubSource clients Serve as the primary point of contact for clients — proactive outreach, not just reactive support Conduct regular check-in calls or emails to assess client health and satisfaction Understand each client's business, goals, and usage patterns to provide personalised guidance Handle difficult client conversations professionally and turn friction into loyalty 3\. Feature Adoption \& Content Creation Communicate new platform features, updates, and improvements to clients in clear, non-technical language Create engaging content to support feature adoption — release notes, how-to guides, video walkthroughs, FAQs, and email announcements Maintain a library of client-facing documentation covering key platform features and workflows Run demos and walkthroughs for new features with existing clients Identify clients who are underutilising the platform and create targeted campaigns to drive adoption 4\. Reporting \& Client Insights Prepare and share periodic reports with clients showing platform usage, performance metrics, and key insights Interpret platform data and translate it into actionable recommendations for each client Provide the internal team with regular client feedback summaries to inform product development priorities 5\. Growth \& Client Acquisition Help sell new features and platform capabilities to existing clients — identify upsell and expansion opportunities Support outreach to prospective clients — demos, follow-ups, and onboarding coordination Assist in building the SubSource client base through referrals, case studies, and testimonials Collaborate with the platform team to develop pitch materials, one-pagers, and sales collateral Track client pipeline and report on growth metrics to the platform owner 6\. Internal Technical Liaison Bridge the gap between clients and the development team — translate client needs into clear technical requirements Attend sprint reviews or product update meetings to stay current on platform changes and upcoming features Advocate for client needs internally — bring client feedback into product roadmap discussions Test new features from a client perspective before they are released Requirements Must Have 3\+ years in a client-facing role — Client Success, Technical Account Management, Solutions Consulting, or similar Strong technology aptitude — you do not need to code but you must be able to understand how web and mobile applications work, read error messages, and communicate technical concepts clearly Experience working with SaaS platforms, enterprise software, or technology products Exceptional written and verbal communication skills in English — able to write professional client emails, create clear documentation, and present confidently Ability to independently troubleshoot application issues and escalate effectively when needed Experience creating client-facing content — user guides, release notes, how-to articles, or similar Comfortable with CRM tools, project management platforms (ClickUp, Jira, or similar), and productivity suites (Google Workspace or Microsoft 365\) Self-motivated, organised, and able to manage multiple client relationships simultaneously Nice to Have Experience in the franchise industry or with franchise management platforms Familiarity with Azure DevOps, application logs, or web application monitoring tools Experience with AI tools such as Claude or ChatGPT for content creation and client communication Background in pre-sales, solutions engineering, or technical sales Experience using screen recording or video tools to create product walkthroughs (Loom, etc.) Understanding of GPS tracking, workforce management, or compliance software (E-Verify, I-9\) The Ideal Person You are the kind of person who genuinely enjoys technology and gets excited when a client finally understands a feature that will save them hours of work. You are calm under pressure, persistent in problem solving, and proactive in your communication. You do not wait for clients to come to you — you reach out, check in, and stay ahead of issues. You can sit in a meeting with a developer and understand the technical discussion, then walk out of that meeting and explain the same thing to a client in plain English. You write clearly, speak confidently, and you care deeply about the experience your clients have with the platform. What Success Looks Like In your first 30 days: You have connected with every active SubSource client and understand their current usage and pain points You have documented and reported all outstanding client issues to the development team You have created a client communication template library for common scenarios By 90 days: Client satisfaction has measurably improved — faster issue resolution, proactive communication You have released at least two feature adoption campaigns (email \+ guide) You have identified and are actively pursuing at least three upsell or expansion opportunities You have contributed to at least one new client being onboarded About SubSource SubSource is a full-stack franchise management platform built on .NET Core, Angular, and Microsoft Azure. We serve franchise operators across the United States, helping them manage employees, scheduling, inspections, GPS tracking, E-Verify compliance, and more. We are a small, high-trust team building serious software — and we take quality, reliability, and client outcomes seriously. This role is an opportunity to be a foundational part of our client success function as we scale. How To Apply Please send your resume and a short note (4–6 sentences) describing a time you resolved a complex technical issue for a client and what the outcome was. Applications without a note will not be considered. Pay: Php24,500\.00 - Php58,000\.00 per month Application Question(s): Please complete below form to proceed with next steps https://forms.gle/SCiC5YxmPY6co9q7A Education: Bachelor's (Required) Experience: Technical support: 4 years (Required) Language: English (Required) Work Location: Remote
Best Western -La Mesa
