Manila City, Metro ManilaMakati City, Metro Manila
Permanent
Full-time
4 days ago
Job Description :The Customer Success Manager (CSM) owns a portfolio of customers, driving adoption, value realization, and long‑term retention. The CSM acts as a strategic advisor, aligning the product to customer business goals, coordinating internal resources, and identifying growth opportunities.Key responsibilities:● Build and maintain strong relationships with key stakeholders (executive sponsors, champions, and power users) across assigned accounts.● Lead onboarding and adoption plans in partnership with Implementation, ensuring customers achieve time‑to‑value targets.● Monitor customer health using usage data, support trends, and sentiment to proactively address risk and identify expansion opportunities.● Conduct regular check‑ins and executive business reviews to present outcomes, roadmap updates, and joint success plans.● Partner with Sales on renewals and upsell motions by identifying additional use cases, user groups, or modules that can deliver value.● Coordinate with Support, Product, and Engineering to resolve complex issues, advocate for customer needs, and manage expectations.● Capture and share customer feedback, case studies, and success stories to inform product strategy and marketing.● Mentor junior team members and contribute to refining playbooks, health scoring models, and success metrics.Requirements● Product / Service Knowledge – Level 3● Customer Communication – Level 3● Technical Ability – Level 3● Issue Resolution – Level 3● Relationship Building – Level 4● Project / Implementation Management – Level 3● Data Analysis & Reporting – Level 3● Strategic Thinking – Level 4● Stakeholder Management – Level 3● Leadership / Team Management – Level 2● Process Improvement – Level 3● Cultural Competence – Level 3 Qualifications● 1-2 years in Customer Success, Account Management, or similar customer‑facing role, preferably in B2B/SaaS.● Proven track record of managing a book of business and achieving retention/expansion targets.● Strong analytical skills; comfortable working with customer data and dashboards.● Excellent relationship‑building, communication, and influencing skills at multiple
