Customer Success Manager
- Pasig City, Metro Manila
- Permanent
- Full-time
- Yearly Kick Off Parties with major giveaways (like the car in 2023)
- Get recognized through our ‘Value Awards’
- Grow your career - yes, we love to promote internally
- Do meaningful work and collaborate with the best
- 900 promotions given each year
- 2,700+ leadership training courses
understand business strategy, technical environment and measures for success
○ Own all aspects of the customer relationship, including renewals, account growth,
product adoption & utilization, ROI, and customer satisfaction
○ Lead account reviews with customers to keep them informed of product features and
enhancements
○ Own all aspects of the renewal process including contract and commercial negotiations
with the support of the legal team
○ Serve as customer advocate and liaison while effectively collaborating with internal
cross-functional teams, such as product management, sales, marketing, legal,
engineering and finance
○ Set, measure and achieve or exceed client retention and upsell/cross sell quotas
○ Accurately forecast renewal, upsell and cross sell pipeline through effective proactive
account management
○ Identify and pursue client upsell opportunities, within and outside of their existing use
case, to grow your book of business. Where appropriate, partner with sales on strategic
deals
○ Anticipate at-risk accounts to mitigate retention risk through client action plans and
training
○ Continuously drive product value and ROI by strategically advising clients on client's
product features
○ Maintain a detailed understanding of products and services, assist customers with
questions and suggest the best products for their needs
○ Remain current on industry news and current events understanding and proactively
identifying impact on customer decisions and strategy
○ Take the initiative to document best practices and sharing successes with the team
○ Document all customer interactions, tasks and goals in GainsightWhat You’ll Bring● Minimum of 2 years customer-facing experience, preferably in a SaaS or subscription business
managing a portfolio of 300+ accounts
● Customer-first mentality and talent for building strong relationships
● Experience working cross-departmentally (with sales, front-line customer service, product,
engineering) to serve the needs of customers
● Experience using Gainsight and Salesforce or similar CRM software
● Ability to prioritize and manage expectations within a fast-paced environment
● Excellent written and verbal communication and presentation skills
● Demonstrated experience and passion for social technologies and SaaS spaceWith a diverse global team working together, we proudly embrace and live by these shared values:
- Collaboration: Brilliant jerks can be brilliant elsewhere.
- Impact: Do, get it done, create impact.
- Passion: Be positive, bring passion and energy.
- Transparency: A transparent team can help each other.