Customer Success Manager
3 weeks ago
Customer Success Manager - Valenzuela (Posted 1 day ago)
Job DescriptionThe 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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