Portfolio and Digital Success Leader

3 weeks ago

Philippines Damstra Technology Full time

Overview

Portfolio and Digital Success Leader – Location: Clark Freeport Zone, Pampanga, Philippines. Department: Customer. Function: Customer Success. Working Pattern: Hybrid. Role type: Permanent. Job ID: . Number of Openings: 1. Category: Customer Service/Support.

Location - Clark Freeport Zone, Pampanga, Philippines

About Ideagen

Ideagen is the invisible force behind many things we rely on every day — from keeping airplanes safe to ensuring food safety and helping doctors and nurses care for patients. We have offices worldwide and employ people in varied roles. We’re building a future-ready team, and AI is part of how we work smarter. If you’re curious, adaptable and open to using AI to improve how you work, you’ll thrive at Ideagen.

What is next?

If your application meets the requirements for this role, our Talent Acquisition team will be in touch to guide you through the next steps. To request reasonable adjustments, contact recruitment at Ideagen. All matters will be treated with strict confidence.

#LI-HT1 #LI-Hybrid #LI-Fulltime

Responsibilities
  • Manage a team of Digital and Portfolio Success Managers. Ensure that all accounts follow the programs rolled out. Promote learning and upskilling across the team. Establish and monitor KPIs. Ensure high-performance across the assigned ARR portfolio.
  • Develop, launch, and monitor comprehensive Customer Success strategies including activities surrounding product roadmaps, campaigns, adoption, satisfaction, expansion, and retention.
  • Collaborate with cross-functional teams to create cohesive, personalized digital experiences throughout the customer lifecycle.
  • Implement, manage, and govern customer health scoring systems. Ensure that all systems and processes capture the same metric, following the same computation. Evaluate and measure digital programs against key targets for continuous improvement.
  • Assess and curate customer feedback and scores to define strategies and decision points.
  • Leverage data to monitor and drive usage and adoption metrics, segment engagement, and build proactive intervention processes.
  • Own retention metrics and renewal processes while identifying expansion opportunities within the existing customer base.
  • Engage customers as needed. Present relevant data including performance, usage, or trends.
  • Implement and optimize digital success journeys including onboarding, training, and adoption initiatives.
  • Stay informed about industry trends and best practices in Customer Success, including AI adoption and its benefits for the team.
Skills and Experience
  • 5+ total years in Customer Success with 3+ years in a team leader/supervisor role, experience with digital-led success models and SaaS businesses.
  • Proven track record of meeting retention targets, strong analytical skills, and experience with customer success platforms.
  • Experience in compliance/regulatory software preferred (GRC, Quality Management, Risk Management).
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