Customer Success Manager

4 weeks ago

Makati, Philippines MetroMart - #1 Online Grocery Delivery Service Full time

Metromart is the #1 online grocery platform in the Philippines. We are partnered with the largest supermarkets in the Philippines and over 300 specialty stores, including SM Supermarket, Robinsons Supermarket, Landmark, S&R, The Marketplace, Shopwise, All Day Supermarket, Pet Express, True Value, Handyman, Toy Kingdom and many more. Our service is present nationwide in 77 cities.

Job Summary:

Metromart is seeking a Customer Success Manager who will be responsible for driving customer satisfaction, retention, and loyalty across our growing client base. You will act as the main liaison for our key partners and users, ensuring seamless onboarding, engagement, and support while helping our customers derive maximum value from Metromart’s platform and services.

Key Responsibilities

  • Customer Listening: Regularly gathers feedback through check-ins, QBRs (Quarterly Business Reviews), surveys, and product usage data.

  • Pain Point Discovery: Spots friction, blockers, or dissatisfaction patterns before they escalate.

  • Advocacy for the Customer: Acts as the voice of the customer internally often championing product changes or service improvements.

  • Collaboration with Product/Engineering: Works cross-functionally to surface feedback and influence roadmaps or bug fixes.

  • Serve as the primary point of contact for assigned customer segments or key accounts.

  • Drive onboarding, training, and adoption to ensure customers realize value from MetroMart services.

  • Resolve customer concerns promptly and effectively, coordinating with internal teams where necessary.

  • Monitor customer health metrics and proactively reach out to mitigate churn risk.

  • Develop and maintain strong relationships with clients and stakeholders.

  • Collect and analyze customer feedback to identify product and process improvements.

  • Collaborate with Sales and Marketing teams for upsell and renewal opportunities.

  • Create success plans and reports to track and present client progress and satisfaction.

  • Maintain accurate documentation of customer interactions in CRM tools.

Qualifications

  • Bachelor's degree

  • 2-3 years Customer-facing experience (customer service, program management, consulting, or sales), preferably familiar with Customer Success

  • Comfortable with ambiguity and thrive in an unstructured, fast-moving environment

  • Proficient in using a CRM and Customer Success platforms

  • Exceptional verbal and written communication skills

  • Problem-solving and conflict-resolution skills

  • Excellent organizational and time management skills with the ability to manage multiple clients and projects simultaneously

  • Considerable interpersonal skills , including establishing yourself as a trusted advisor in your working relationships with clients

  • Experience successfully collaborating and managing by influence (of non-reporting groups/individuals)

Preferred Qualifications:

  • Experience working with e-commerce platforms, delivery services, or tech startups.

  • Familiarity with the Philippine retail or FMCG industry.

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