Senior Customer Experience Manager

Direct message the job poster from Accelevents Accelevents is a comprehensive, enterprise-grade event management platform offering a highly secure, one-stop solution for organizing virtual, hybrid, and in-person events. Trusted by over 12,500 organizations worldwide, we empower clients to streamline their complex event lifecycle and drive measurable ROI. We combine advanced data security with seamless usability, providing a critical platform that requires proactive, strategic customer partnership to ensure value realization. Role Description This is a full-time, remote senior-level role based in the Philippines, focused on the strategic success and growth of our key clients. As a Customer Experience Manager (CXM), you are not simply a reactive support channel—you are the primary owner of the customer relationship and a trusted strategic advisor responsible for driving platform adoption, maximizing business value, and securing client retention across our most valuable accounts. You will manage the entire post-sales lifecycle as it pertains to our product, ensuring clients move efficiently from onboarding to full platform utilization and eventual renewal. This role requires a high degree of business acumen, self-direction, and a proven track record in a fast-paced, B2B SaaS environment. Key Responsibilities & Outcomes Strategic Value & Partnership Proactive Success Planning: Develop and execute tailored success plans (including milestones and KPIs) for each assigned client, focused on their specific business outcomes (e.g., lead generation, attendee engagement, revenue goals). Drive Adoption and Engagement: Monitor client health scores, proactively identifying and mitigating churn risks and low adoption flags. Conduct regular business reviews (QBRs) with client executive stakeholders to report on realized ROI and strategic alignment. Expert Consultation: Serve as the product expert, providing strategic guidance on integrating Accelevents into the client’s long-term event strategy, managing complex integrations, and anticipating future needs. Growth & Advocacy Identify Growth Opportunities: Actively seek opportunities to expand the client’s use of Accelevents through upsells or cross-sells, working closely with the Account Management team to transition qualified opportunities. Client Advocacy: Champion the voice of the customer internally, consolidating client feedback, identifying product gaps, and collaborating with Product, Sales, and Marketing teams to improve the platform and go-to-market strategy. Issue Escalation Ownership: Own the escalation path for complex technical issues, working with engineering/support teams to ensure timely and effective resolution while managing external communication. The Ideal Candidate: Experience & Competencies We are looking for a highly autonomous and proactive individual who operates with a sense of ownership, high emotional intelligence, and relentless focus on delivering client business results. SaaS Customer Success Expertise: You have 3+ years of demonstrated success as a Customer Success Manager, Account Manager, or similar role at a B2B SaaS company, specifically managing mid-market or enterprise accounts. Proactivity & Initiative: You naturally read between the lines, anticipate client challenges before they become support tickets, and implement solutions or recommendations independently. You are comfortable challenging clients constructively to drive better outcomes. Business Communication: You possess expert-level English communication skills (written and verbal) and can confidently lead executive-level video calls, presentations, and training sessions. Technical Fluency: Proven ability to quickly master new technologies, complex platform integrations, and API interactions. You are comfortable discussing technical solutions and system configurations. Results-Driven: Track record of meeting or exceeding key CS metrics (e.g., Customer Retention, Net Promoter Score, Time to Value). Qualifications & Requirements Experience: Minimum 3 years of direct experience in a Customer Success or Account Management role within a SaaS or technology environment. Location: Must be permanently based in the Philippines. Schedule: Availability to work 40 hours per week on a non-traditional schedule, which includes the flexibility required to support global client time zones. Tools: Experience working with CRM software (ideally HubSpot) and Customer Success platforms (e.g., Gainsight, Catalyst) is a significant advantage. Bonus: Direct experience with event technology, marketing automation, or CRM integrations. Seniority level Mid-Senior level Employment type Full-time Industries Technology, Information and Internet #J-18808-Ljbffr