Head of Client Success · Victoria AU
Chrisyl Paez
Client Success & Growth
Head of Client Success at Flowstate
Victoria, Australia · Remote-first · Open to new roles
6+ yrs
Client Success
14 team
Largest Team Led
$50K+
Accounts Managed
3×
Top Seller Awards
What I Bring
Built for retention, wired for growth
I turn client relationships into long-term revenue engines. I build systems, lead teams, and create experiences that make clients stay and grow.
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Client Success
Onboarding, retention strategies, satisfaction frameworks, and health scoring across complex multi-brand portfolios.
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Revenue Growth
Upselling, cross-selling, and pipeline development that converts existing relationships into expanded revenue.
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Team Leadership
Mentoring and managing marketing teams up to 14 people, setting KPIs, and building high-performance cultures.
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Operations & Process
Workflow design, campaign management systems, and cross-functional efficiency improvements that scale.
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Data-Driven Strategy
Monthly Business Reviews, KPI design, customer data analysis, and insights that drive product and service decisions.
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Cross-Functional Liaison
Bridging UK, AU, and global stakeholders — serving as the connective tissue between leadership and frontline delivery.
Recognised Performer
Awards & Achievements
Alpha Top Seller — Lamudi Philippines
Revenue Champion — Lamudi Philippines
Top Seller of the Year — Canyon Hotels & Resort
Dean's List, Honorable Mention, Honors Scholar
Work History
7+ years of impact
From hospitality sales to B2B SaaS client success — a track record built on relationships, revenue, and results across multiple industries and markets.
Head of Client Success
Current Role
Flowstate · Remote, AU
November 2025 – Present
Promoted after 9 months for exceptional performance in client success and operational leadership
Managing 10+ simultaneous brands and projects across 5–7 recurring clients and multiple one-off engagements
Leading strategic internal projects and contributing to operational and management decision-making
Overseeing full client lifecycle from onboarding through retention and growth
Customer Success Manager
Promoted
Flowstate · Remote, AU
March 2025 – November 2025 · 9 months
Cultivated client relationships that drove measurable improvements in satisfaction and retention rates
Led end-to-end onboarding for new clients, ensuring seamless product integration and early engagement
Developed training materials and workshops to deepen client product knowledge and adoption
Analysed customer data and feedback loops to inform product enhancements and service improvements
Established campaign management workflows that increased operational efficiency across the team
Coordinated with creative and design teams on email content, campaigns, and brand assets
Senior Marketing Services Manager
Dec 2022 – Mar 2025
XDNA Group · Remote
December 2022 – March 2025 · 2 years 4 months
Led and mentored a team of 14 marketing professionals across SEO, content, and web development disciplines
Developed and executed data-driven marketing strategies in collaboration with cross-functional agency teams
Served as key liaison between UK & AU Head of Operations and individual agency owners, managing relationships across time zones
Led Monthly Business Reviews analysing campaign performance, client growth metrics, and strategic opportunities
Designed KPIs and job descriptions to support team structure and performance accountability
Identified process gaps and implemented workflow improvements that increased delivery efficiency
Partner Success & Growth Executive C2
Promoted
SEOReseller.com · Makati City, PH
June 2022 – December 2022 · 7 months
Retained and upsold 3 Tier 1 Agency Partner accounts with combined value exceeding $50,000
Developed retention strategies and contract negotiation approaches for high-value white-label partnerships
Business Development Associate
Aug 2020 – Aug 2021
Lamudi Philippines · Makati City, PH · 🏆 Alpha Top Seller & Revenue Champion
August 2020 – August 2021 · 1 year
Managed full-cycle B2B sales including lead generation, cold calling, contract negotiation, and Salesforce CRM management
Awarded Alpha Top Seller and Revenue Champion 2021 — highest recognition for revenue performance
International Sales Executive
May 2018 – Jul 2020
Canyon Hotels and Resort · ⭐ Top Seller of the Year 2020
May 2018 – July 2020 · 2 years 2 months
Drove corporate event sales and secured travel agency partnerships through targeted contract negotiation
Named Top Seller of the Year 2020 for outstanding individual revenue contribution
Portfolio
Work that speaks for itself
Selected case studies showcasing outcomes across client success, revenue growth, team leadership, and operational transformation.
Client Retention
Flowstate · 2025
Scaling Client Retention at a Fast-Growing Marketing Agency
Joined Flowstate as their first dedicated CSM when retention was informal and reactive. Built a structured success framework from scratch — onboarding playbooks, satisfaction checkpoints, and proactive issue resolution — that transformed client relationships from transactional to strategic.
10+
Brands managed
9mo
Time to promotion
100%
Client onboarding coverage
Team Leadership
XDNA Group · 2022–2025
Building and Leading a 14-Person Cross-Functional Marketing Team
Inherited a fragmented team structure across SEO, content, and web development. Redesigned roles, created KPIs, implemented accountability frameworks, and served as the strategic bridge between global operations and frontline execution.
14
Team members
2+ yrs
Team tenure
UK + AU
Markets spanned
Revenue Growth
SEOReseller.com · 2022
Retaining and Growing $50K+ in Tier 1 Agency Partnership Revenue
Managed three high-value white-label agency partners who were at risk of churn. Applied a consultative approach to understand underlying concerns, restructured service agreements, and uncovered upsell opportunities that increased their lifetime value while deepening the partnership.
$50K+
Accounts retained
3
Tier 1 partners
C2
Promoted to
Business Development
Lamudi Philippines · 2020–2021
Alpha Top Seller — Full-Cycle B2B Sales in Competitive PropTech Market
Navigated a highly competitive real estate technology market through full-cycle sales execution — from cold outreach through contract close. Named Alpha Top Seller and Revenue Champion in the same year, demonstrating exceptional pipeline management and conversion capability.
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Alpha Top Seller
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Revenue Champion
2021
Both awards same year
The Person Behind the Work
Driven by people, powered by results
I've built my career on one belief: great client relationships are not luck — they're a system. Here's what makes me who I am.
I'm a Filipino-born, Victoria-based client success professional with 7+ years of experience turning complex client relationships into long-term, high-value partnerships. I've worked across hospitality, real estate technology, digital marketing agencies, and B2B SaaS — always in roles where the question is: how do we make this client stay, grow, and become advocates?
I was promoted to Head of Client Success at Flowstate after just 9 months — not because I followed a playbook, but because I wrote one. I build systems, lead people with care, and show up for clients in ways that make them feel genuinely supported.
I was promoted to Head of Client Success at Flowstate after just 9 months — not because I followed a playbook, but because I wrote one. I build systems, lead people with care, and show up for clients in ways that make them feel genuinely supported.
Core Competencies
Client Success & Account Management
Leadership & Operations
Sales & Business Development
Tools & Platforms
Credentials
📧
Klaviyo Product Certificate
Klaviyo · Issued Mar 2025
Valid to Mar 2027
ID: 137588858
Lean Six Sigma Yellowbelt
Process Improvement
SEO Fundamentals
Digital Marketing
Google Digital Marketing
Google
Google Analytics 4
Google
Education
BS Hotel, Restaurant & Institution Management
De La Salle College of Saint Benilde · Manila, Philippines
2016 · Dean's List · Honors Scholar · Honorable Mention
Let's Connect
Open to a conversation
Whether you have a role in mind, a project to discuss, or just want to connect — I'd love to hear from you.
Phone (click to call)
LinkedIn
Location
Victoria, Australia
Book a Discovery Call
Choose a session type and pick a time that works for you. All meetings are via Google Meet or Zoom.
Session Type
☕ 15-min Intro Chat
🤝 30-min Discovery Call
📋 60-min Strategy Session
Send a Message
Quick enquiry
Work Samples
The documents behind the outcomes
Anonymised samples, frameworks, and deliverables from real client engagements. Everything here is de-identified to protect client confidentiality.
📎 How to add your files
- Upload your document to Google Drive and set sharing to "Anyone with the link can view"
- Copy the shareable link
- Come back here and say: "Add [document name] to the [category] section with this link: [your Drive link]"
- I'll update the file and you re-upload to Cloudflare — done in 2 minutes
Client Success & Onboarding
Frameworks, playbooks, and templates used in real client onboarding and success workflows.
Client Onboarding Playbook
Step-by-step onboarding framework used at Flowstate — covering kick-off structure, milestone checkpoints, and first-90-days plan.
Client Health Scorecard
Retention risk framework used to assess account health across engagement, satisfaction, and delivery quality indicators.
Monthly Business Review Deck
Anonymised MBR presentation template used for UK and AU client reviews at XDNA Group — covering performance, insights, and next steps.
Account Retention Strategy Doc
Structured approach to identifying churn risk, re-engagement tactics, and upsell sequencing — applied to Tier 1 agency partners.
Email Marketing & Klaviyo
Campaign samples, automation flows, and lifecycle email work.
Welcome Series Flow
Klaviyo welcome automation — 4-email sequence with segmentation logic, timing rationale, and copy samples. Brand anonymised.
Win-Back Campaign
Re-engagement flow targeting lapsed subscribers — includes segmentation criteria, send cadence, and performance benchmarks.
SEO & Reporting
Audit reports, keyword research, and performance reporting samples.
SEO Audit Report — Sample
Full on-page and technical SEO audit delivered to a client — covering crawl issues, keyword gaps, and prioritised action items.
Keyword Research Deliverable
Structured keyword research output with opportunity sizing, intent mapping, and content recommendations for a B2B client.
Team & Operations
Internal documents that show how I build structure, manage teams, and improve processes.
Team KPI Framework
KPI design template used to set individual and team performance metrics across a 14-person marketing services team.
Campaign Workflow SOP
Standard operating procedure for campaign management — covering briefing, scheduling, QA, and client sign-off stages.
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Want to see the full versions?
Some documents are available on request. Reach out and I'll share the relevant samples for your context.
✉ Request Documents