Senior Customer Success Manager

3 weeks ago

Metro Manila Philippines Buscojobs Full time

Senior Customer Success Manager – Manila

Posted 1 day ago

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Job Description

Customer Success Manager - AEM

About the Role:

  • Renewal ownership: lead renewal strategy and negotiations; ensure price yield targets are met; proactively mitigate churn and at-risk accounts.
  • Customer lifecycle management: define success plans with measurable outcomes and execute engagement cadences to drive adoption and retention.
  • Growth identification: surface cross-sell and upsell opportunities based on business needs and product fit; partner with Business Development to progress expansion.
  • Executive and stakeholder engagement: build multi-threaded relationships; tailor value narratives that position our solutions vs. competitors.
  • Training and enablement: diagnose customer training needs; coordinate with Training Specialists to deliver targeted enablement that boosts usage and proficiency.
  • Territory and account planning: maintain account plans, health scores, and risk/expansion hypotheses; execute territory strategies aligned to segment goals.
  • Forecasting and reporting: deliver accurate renewal and expansion forecasts; reforecast as needed; maintain dashboards and documentation.
  • Salesforce discipline: ensure complete, timely, and accurate CSM data, including activities, health indicators, renewal dates, and opportunity details.
  • Product and industry expertise: maintain current product knowledge and competitive positioning; develop industry understanding to align use cases with customer outcomes.
  • Cross-functional collaboration: partner with Product, Support, Order Management, Marketing, and Sales to resolve issues, share insights, and enhance customer experience
  • Renewal outcomes, meeting or exceeding retention and price yield targets for assigned accounts.
  • Regular customer touchpoints highlighting value realized, usage trends, roadmap relevance, and next-step commitments.
  • Accurate monthly and quarterly forecasts for renewals and identified expansion opportunities.
  • Clean, up-to-date Salesforce records and reporting dashboards.
  • Customer training plans and completion outcomes that correlate to increased adoption/usage.
  • Actionable customer and competitive insights shared with internal teams.

About You:

Qualifications and Experience

  • Bachelor's degree in Business, Finance/Accounting, Commerce, Law, or related field preferred.
  • Background in Account Management, Customer Success, or Sales within Technology/SaaS or IT preferred; proven track record driving renewals and retention.

Skills

  • Commercial acumen
  • Relationship leadership: strong stakeholder management
  • Communication: excellent English written and verbal skills; other languages as required
  • Customer orientation
  • Planning and organization: strong territory/account planning, prioritization, and time management skills.
  • Collaboration: effective cross-functional partner

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