Customer Success Manager

19 hours ago

Metro Manila Philippines Buscojobs Full time

Customer Success Manager - Valenzuela (Posted 1 day ago)

Job Description

The Customer Success Manager (CSM) is responsible for leading customer relationships and ensuring the adoption, retention, and growth of software solutions. Acting as a trusted advisor, the CSM drives measurable outcomes aligned with customer business objectives while promoting long-term satisfaction and loyalty.

Responsibilities:

  • Build and maintain strong, trusted customer relationships, serving as the primary point of contact.
  • Conduct business reviews and strategic check-ins with customers to align on objectives and demonstrate ROI.
  • Act as the customer advocate internally, ensuring needs and feedback are communicated across the organization.
  • Oversee onboarding processes for new customers to ensure smooth implementation handoff.
  • Drive adoption of product features through training, enablement, and ongoing guidance.
  • Develop tailored success plans aligned with customer goals and track progress against defined KPIs.
  • Monitor customer health, usage patterns, and satisfaction to identify churn risks and opportunities.
  • Lead renewal conversations by demonstrating business value and aligning with customer priorities.
  • Partner with Sales and Account Management to identify upsell/cross-sell opportunities.
  • Collaborate with Product and Engineering to provide customer insights that inform roadmap priorities.
  • Partner with Support to ensure escalations are resolved promptly.
  • Work closely with Marketing and Sales to share customer success stories and feedback.
  • Establish best practices, playbooks, and scalable workflows for customer success.
  • Track and analyze customer success metrics (e.g., adoption, NPS, churn, expansion revenue) and document lessons learned.

Qualifications:

  • Bachelor’s degree in Business, Communications, or related field.
  • Minimum of five (5) years of experience in Customer Success, Account Management, or a client-facing role.
  • At least one (1) year of experience in people management or leadership.
  • Experience with customer success and CRM tools (e.g., Gainsight, Salesforce, HubSpot, Zendesk).
  • Proven ability to manage enterprise or strategic SaaS or technology-driven accounts.
  • Strong relationship-building, business acumen, and data-driven decision-making skills.
  • Excellent written and verbal English communication.

Benefits (examples):

  • Competitive salary and bonuses
  • Health, dental, and life insurance
  • Professional development and training opportunities
  • Amenities for leisure and recreation

About this role

Location: Valenzuela, Philippines. This posting represents multiple similar CSM roles across different companies in the area; details may vary by employer.

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