Customer Success Consultant

Overview

As a Customer Success Consultant , you will manage customer relationships, support small business clients, and consult on solutions that enhance their success. This role combines proactive outreach with collaborative teamwork, ensuring that every client experience is seamless and valuable.

As a Customer Success Consultant , you will manage customer relationships, support small business clients, and consult on solutions that enhance their success. This role combines proactive outreach with collaborative teamwork, ensuring that every client experience is seamless and valuable.

Employment type: Full-time

Work setup: Hybrid, Megatower, Ortigas (after 3 months)

• Day 1 HMO coverage with free dependent
• Competitive Salary Package
• Hybrid work arrangement (onsite for first 3 months, then hybrid 3 days onsite, 2 days WFH)
• Prime office location in Ortigas (easy access to MRT stations, restaurants, and banks)
• Salary Advance Program through our banking partner (eligibility and approval subject to bank assessment; available to account holders with minimum 6 months tenure)
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit
• Free 24/7 access to office gyms (Ortigas and Makati) with a physical fitness trainer
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more)
• Unlimited opportunities for employee referral incentives
• Standard government and Emapta benefits
• 20 annual leaves (5 convertible to cash)
• Mentorship and exposure to global leaders and teams
• Diverse and supportive work environment

• Minimum 3 years of experience in Customer Success, Account Management, or Relationship Management, preferably in technology, SaaS, media, or advertising.
• Proven success managing renewals, driving retention, and conducting proactive outbound calls to engage customers.
• Strong background working with Australian B2B customers or small business owners.
• Demonstrated ability to build strong client relationships, resolve escalations, and deliver a positive customer experience.
• Sales-focused mindset with consultative approach and effective objection handling.
• Skilled in analyzing reports, identifying trends, and creating actionable recommendations.
• Excellent written and verbal communication skills.
• Proactive problem solver who thrives in fast-paced, agile environments.
• Familiarity with Salesforce (preferred); knowledge of Tableau, Gainsight, or Zendesk is an advantage.
• Proficiency in Microsoft Office Suite.
• Exposure to SaaS products, real estate/property marketing, or digital advertising is a plus.

• Report directly to a Small Business Sales Manager located in Australia, who provides coaching, mentoring, and support for escalation issues as part of their leadership responsibilities.
• Be part of a cross-functional, team-oriented environment often described as a "HIVE." This team includes members with expertise in Specialist Sales, Customer Success, and Sales Support, offering a strong foundation for peer coaching and escalation support.
• Collaborate regularly with Relationship Managers, Sales Support, Product, and Marketing, with guidance from your direct manager on development, performance feedback, and handling of complex client scenarios and escalations.
• Benefit from a structure that ensures day-to-day coaching and escalation management support. Being embedded within the wider Residential Sales Team fosters opportunities to share expertise and drive best practices, with dedicated leadership to support professional growth.

• Proactively reach out to small business customers by phone, Zoom, and email to consult, share best practices, and identify growth opportunities.
• Manage inbound requests and complex inquiries via systems like Gainsight and Zendesk, ensuring fast, high-quality resolution of escalations and challenging conversations.
• Collaborate with cross-functional teams (Sales, Product, Marketing, Support) to drive product adoption, troubleshoot issues, and share customer insights.
• Conduct annual renewal conversations and provide tailored recommendations on the right REA solutions for each customer.
• Document key customer interactions in CRM platforms (e.g., Salesforce) to ensure accurate tracking and visibility.
• Conduct bi-annual (or as needed) check-ins with customers to discuss subscription enhancements and maximize value.
• Stay current with industry developments and REA's evolving product suite.

Our client began their journey in 1995 with one bold question: Can we transform the way people experience property? Nearly 30 years later, they have become a global leader in online real estate across three continents, trusted for innovation and a relentless drive to reimagine the industry. With a collaborative Global Business Solutions team in the Philippines, they deliver world-class customer experiences and business operations. Join a team that values curiosity, innovation, and purpose—and be part of their mission to shape the future of real estate.

Welcome to Emapta Philippines

Join a team that values camaraderie, excellence, and growth. Recognized as one of the Top 20 Dream Companies of Filipinos in 2024, Emapta stands proudly alongside industry giants, offering stability and exciting career opportunities. Your career flourishes here with competitive compensation, international clients, and a work culture focused on collaboration and innovation. We empower your success with opportunities for personal and professional development in an inclusive environment. Apply now and be part of the #EmaptaEra

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