Customer Success Manager
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Role : Customer Success Manager (CSM)
Location : Manila, Philippines
About Darwinbox
Darwinbox is Asia's fastest-growing HR technology platform, designing the future of work by building the world's best HR tech, driven by a fierce focus on employee experience and customer success, and continuous, iterative innovation. We are the preferred choice of 900+ global enterprises to manage their 2.5 million+ employees across 116+ countries.
Darwinbox's new-age HCM suite competes with local as well as global players in the enterprise technology space (such as SAP, Oracle, and Workday). The firm has acquired notable customers ranging from large conglomerates to unicorn start-ups: Nivea, Starbucks, Swiggy, DLF, Crisil, CRED, Vedanta, Mahindra, Glenmark, Gokongwei Group, Mitra Adiperkasa, EFS Facilities Management, VNG Corporation, and many more.
Our vision of building a world-class product company from Asia is backed by marquee global investors like Microsoft, Salesforce, Sequoia Capital, and Lightspeed Venture Partners.
Why Darwinbox
- Disproportionate Rewards
- Accelerated Growth
- Wellbeing First
- Nurtured Learning
- Life-long Relationships
About The Role
As a Customer Success Manager (CSM), you will be responsible for helping customers realize measurable business value from Darwinbox while protecting and growing recurring revenue across your portfolio.
You will act as a strategic advisor to customer stakeholders, driving adoption, retention, executive engagement, expansion opportunities, and customer advocacy. As the primary post-go-live relationship owner, you will partner closely with cross-functional teams to ensure customers achieve their desired business outcomes and maximize the value of their investment in Darwinbox.
This is a highly strategic, customer-facing role that combines relationship management, business consulting, growth planning, and customer outcome leadership.
What You'll Do
Own Customer Success Strategy
- Develop and execute account success plans aligned with customer business goals and priorities.
- Build strong relationships with key stakeholders, executive sponsors, champions, and decision-makers.
- Maintain stakeholder maps, risk registers, account plans, and growth strategies.
- Understand customer business objectives, transformation initiatives, and long-term success measures.
- Serve as the strategic voice of the customer within Darwinbox.
Drive Adoption & Value Realization
- Help customers maximize adoption across modules, features, and business processes.
- Analyze customer health, utilization trends, and engagement patterns.
- Identify opportunities to increase platform maturity and business value.
- Lead value realization conversations with customer leadership teams.
- Demonstrate measurable business outcomes and ROI achieved through Darwinbox.
- Develop actionable recommendations that improve customer success outcomes.
Lead Executive Engagement & Governance
- Facilitate Quarterly Business Reviews (QBRs), Executive Business Reviews (EBRs), and governance meetings.
- Present adoption trends, business outcomes, risks, opportunities, and strategic recommendations.
- Drive alignment between customer objectives and Darwinbox capabilities.
- Strengthen executive confidence and deepen strategic partnerships.
- Ensure customer priorities are clearly understood and acted upon internally.
Protect Customer Retention
- Proactively monitor account health and identify early signs of dissatisfaction or risk.
- Develop and execute retention and recovery plans for at-risk accounts.
- Coordinate internal stakeholders to address customer concerns and remove blockers.
- Manage relationship escalations and business-critical situations.
- Maintain customer confidence during periods of change, disruption, or service challenges.
Drive Growth & Expansion
- Identify opportunities to expand Darwinbox adoption across modules, business units, employee populations, geographies, and new use cases.
- Partner with Sales and Key Account Management teams to develop account growth strategies.
- Build stakeholder alignment and business cases that support expansion opportunities.
- Contribute to expansion pipeline generation and opportunity progression.
- Support long-term account growth and revenue retention objectives.
Build Customer Advocacy
- Develop customer champions and executive sponsors.
- Increase customer participation in reference programs, testimonials, case studies, and advocacy initiatives.
- Drive leadership satisfaction and customer sentiment improvements.