Customer Success Manager

5 days ago

Manila, National Capital Region, Philippines ECLARO Full time

ECLARO National Capital Region, Philippines

Customer Success Manager

Work Arrangement: WFH until further notice (must be amenable to report onsite if necessary)

Schedule: Night Shift

Location: Commonwealth, Quezon City

ECLARO is an award-winning professional services firm headquartered in New York City and operating in the U.S., Canada, UK, Ireland, Australia and the Philippines. We are dedicated to a singular purpose: providing the Right People to meet every client's needs and solve business challenges through strategic staffing, permanent placement, custom outsourcing & offshoring.

About the Role:

As a vital part of our Customer Success team, you will be an advocate focused on maximizing retention and delivering an exceptional customer experience for some of the most innovative food, beverage, and body brands in North America. This high-impact role involves managing a dedicated book of business—specifically targeting our smaller clients with lower contract values. You will act as a 'trusted advisor,' gaining a deep understanding of your clients' challenges, needs, and goals to help them achieve success. Success in this role requires confidence, organization, and a genuine enjoyment of building relationships with clients of varying experience levels, leveraging technology to maintain engagement efficiently.

Job Duties & Responsibilities:

  1. Become a product expert and use your knowledge to educate, coach, and mentor clients on our solutions, enabling them to leverage insights effectively within their business.
  2. Build strong and positive client relationships through proactive communication, including emails and live screen-sharing sessions, to support clients in achieving success within their applications.
  3. Independently own customer retention by monitoring client health, managing communication and system updates, and proactively addressing potential retention risks.
  4. Develop strategies to expand engagement, enable adoption, and mitigate churn, aiming to increase client value through identifying upsell and cross-sell opportunities, particularly for clients whose needs may have evolved since they first signed on.
  5. Ensure smooth progress during client onboarding by collaborating with the implementation team and actively preparing new clients for success post-implementation, aligning their goals with solutions.
  6. Distill and share best practices across the client base, offering valuable insights and tailored advice to enhance customer engagement.
  7. Anticipate client needs and manage escalations, acting as a trusted advisor for both customers and internal partners in Sales and Support.
  8. Act as the voice of the customer by gathering and conveying client requirements and feedback to Product and Data teams, helping to inform future solution development and improve customer experiences.

Requirements:

Education & Experience:

  1. BA/BS degree in Business Administration or a related quantitative field of study.
  2. 1-2 years of experience in a customer-facing success, account management, sales, or strategic consulting role; experience with enterprise software or SaaS solutions is preferred.
  3. Direct experience working with and supporting SaaS solutions (Syndicated data experience a plus: Circana, NielsenIQ, or data within a Consumer Packaged Goods manufacturing environment).
  4. Strong analytical mindset with a proven track record in problem-solving and decision-making, combining conceptual thinking with quantitative skills.
  5. Exceptional communication skills for presenting, influencing, and engaging effectively with stakeholders at all levels.
  6. Proficient in Microsoft Office (Excel, PowerPoint, Word).
  7. Ability to manage multiple projects simultaneously with meticulous attention to detail, meeting deadlines in a fast-paced environment.
  8. Self-starter with excellent time management, able to work independently while building collaborative relationships across teams to deliver a seamless customer experience.
  9. Strong interpersonal and negotiation skills with a positive, team-oriented attitude and the ability to prioritize and remain composed under pressure.

The following is strongly preferred:

  1. Client, Retail, or natural/specialty industry experience is a plus.
  2. Familiarity with contract management systems including DocuSign, Salesforce and/or other CPQ management tooling is preferred.
  3. Experience with outreach tools or CRM automation to scale client communication and engagement.
Seniority level

Associate

Employment type

Full-time

Job function

Product Management and Sales

Industries

Transportation, Logistics, Supply Chain and Storage, Freight and Package Transportation, and Software Development

#J-18808-Ljbffr

  • Customer Success Manager

    1 week ago

    Manila, National Capital Region, Philippines EURONET TECHNOLOGY SERVICES, INC. Full time

    We are looking for a technically savvy customer success manager who possesses a strong drive for results. Duties for the customer success manager will include a broad range of tasks such as maintaining ongoing customer relationships and networking, implementing success programs, contributing to sales, onboarding and training clients, and minimizing churn....

  • Customer Success Manager

    1 week ago

    Manila, National Capital Region, Philippines PENBROTHERS Full time

    What's the scoop?As a Customer Success Manager, you will ensure the long-term success and satisfaction of customers post-sale. You will act as the primary point of contact, providing strategic guidance, product education, and support to maximize customer value. By proactively addressing challenges, identifying growth opportunities, and driving retention...

  • Manager, Customer Success

    7 days ago

    Manila, National Capital Region, Philippines Tbwa ChiatDay Inc Full time

    Dialpad is the leading Ai-powered customer communications platform creating human-first, Ai-enhanced solutions that will drive the next wave of how businesses communicate with and serve their customers. Enterprise customers like Randstad, Remax, Mizuho, Cigna, T-Mobile, Johns Hopkins, Motorola, Warby Parker, Panera Bread, and Netflix, use Dialpad and its Ai...

  • Customer Success Manager

    3 days ago

    Manila, National Capital Region, Philippines EMnify GmbH Full time

    Customer Success Manager - Manila (m/f/d)With a predicted 25 billion connected IoT endpoints by 2025, the commercial and technological opportunities presented by the IoT are endless. Not to mention the career paths this exciting space has created. emnify stands out by delivering the next generation of connectivity technology to IoT solution providers...

  • Customer Success Manager

    3 days ago

    Manila, National Capital Region, Philippines FlutterFlow, Inc. Full time

    FlutterFlow is a leading visual development platform that revolutionizes the way teams create, design, and deploy applications. With over 2M users across 200+ countries, FlutterFlow enables teams to build apps without extensive coding knowledge. With an intuitive visual interface, granular control over app experience and cross-platform deployment...

  • Customer Success Manager

    3 days ago

    Manila, National Capital Region, Philippines Wingassistant Full time

    Wing is on the exciting mission of redefining the future of work for companies across the world. We are looking to be the one-stop shop for companies that are looking to build world-class teams & place their operations on autopilot.The Role:We are seeking a solution-driven individual who has a passion for customer happiness, technology, and startups. The...

  • Customer Success Manager

    4 days ago

    Manila, National Capital Region, Philippines Primer Group Full time

    What We OfferAs a Customer Success Manager, you will have the opportunity to work with a diverse range of clients, developing strategies to meet their business needs and objectives. You will also be part of a dynamic team that values innovation and collaboration.

  • Customer Success Manager

    2 weeks ago

    Manila, National Capital Region, Philippines Wing Assistant Full time

    Wing is on the exciting mission of redefining the future of work for companies across the world. We are looking to be the one-stop shop for companies that are looking to build world-class teams & place their operations on autopilot.The Role:We are seeking a solution-driven individual who has a passion for customer happiness, technology, and startups. The...

  • Customer Success Manager

    1 week ago

    Manila, National Capital Region, Philippines RingCentral Full time

    Say hello to opportunities at Acquire Asia Pacific Philippines Inc. (Acquire BPO) under the RingCentral account (RingCentral).It's not every day that you consider starting a new career. We're Acquire BPO, and we're happy that someone as talented as you is considering this role. First, a little about our client: RingCentral is a $2 Billion+ annual revenue...

  • Manager, Customer Success

    19 hours ago

    Manila, National Capital Region, Philippines NICE Full time

    At NICE, we don't limit our challenges. We challenge our limits. Always. We're ambitious. We're game changers. And we play to win. We set the highest standards and execute beyond them. And if you're like us, we can offer you the ultimate career opportunity that will light a fire within you.So, what's the role all about?The Manager, Customer Success is...

  • Customer Success Manager

    3 days ago

    Manila, National Capital Region, Philippines Deltek Systems (Philippines), Ltd. Full time

    We are looking for a Digital Customer Success Manager to join our GovWin IQ team. In this role, you will support customers in maximizing the value of their GovWin IQ subscription through automated engagement and on-demand assistance. You will help drive adoption by guiding clients to self-service resources, providing data-driven insights, and responding to...

  • Customer Success Operations Manager

    7 days ago

    Manila, National Capital Region, Philippines Tbwa ChiatDay Inc Full time

    At Tbwa Chiat/Day Inc, we're dedicated to delivering exceptional customer experiences that drive business growth. As a Manager, Customer Success, you'll play a critical role in driving initiatives related to reducing churn and downsell in our small business customer base.Key Responsibilities:Lead a high-performance Customer Success team focused on higher...

  • Customer Success Manager

    1 week ago

    Manila, National Capital Region, Philippines SafetyCulture Full time

    SafetyCulture is an Australian-based, international tech scale-up. We create SaaS solutions that empower front line workers to drive operational excellence and take ownership of their safety and wellbeing.The SC app was launched in 2012 to solve a global problem: reduce workplace injuries and help frontline workers get home safely to their families. Fast...

  • Customer Success Manager

    1 day ago

    Manila, National Capital Region, Philippines SafetyCulture Full time

    SafetyCulture is an Australian-based, international tech scale-up. We create SaaS solutions that empower front line workers to drive operational excellence and take ownership of their safety and wellbeing.The SC app was launched in 2012 to solve a global problem: reduce workplace injuries and help frontline workers get home safely to their families. Fast...

  • Customer Success Strategist

    1 day ago

    Manila, National Capital Region, Philippines MoEngage Full time

    This role offers a unique opportunity to work with a talented team of professionals who are passionate about delivering exceptional customer experiences. As a leader in this role, you will be accountable for the success and development of a team of Enterprise Customer Success Managers. You will also own the onboarding process for new enterprise customers and...

  • Customer Success Management Supervisor

    1 week ago

    Manila, National Capital Region, Philippines RingCentral Full time

    Customer Success Management Supervisor page is loadedCustomer Success Management SupervisorApply locations Manila, Philippines time type Full time posted on Posted 30+ Days Ago job requisition id R074827Say hello to opportunities at Acquire Asia Pacific Philippines Inc. (Acquire BPO) under the RingCentral account (RingCentral).It's not everyday that you...

  • Customer Success Manager

    2 days ago

    Manila, National Capital Region, Philippines Turnitin Full time

    Job DescriptionThe primary focus of this role is leading a team of Technical Support Representatives as they assist Tier 1 Support to ensure the successful support of the Turnitin user base and the continuous improvement of team capabilities and performance.Key ResponsibilitiesManage own time effectively to ensure that leadership duties are carried out,...

  • Customer Success Manager Position

    4 days ago

    Manila, National Capital Region, Philippines ECLARO Full time

    About the RoleAs a vital part of our Customer Success team, you will be an advocate focused on maximizing retention and delivering an exceptional customer experience. This high-impact role involves managing a dedicated book of business targeting smaller clients with lower contract values.You will act as a 'trusted advisor,' gaining a deep understanding of...

  • Customer Success Professional

    3 days ago

    Manila, National Capital Region, Philippines Lone Wolf Technologies Inc. Full time

    Company OverviewLone Wolf Technologies Inc. is a leading provider of software solutions for the real estate industry. Our products enable our clients to gain a competitive advantage in today's market and have been adopted by nearly 10,000 offices across North America.Job DescriptionWe are seeking a highly motivated and experienced Customer Success Specialist...

  • Customer Success Manager

    7 days ago

    Manila, National Capital Region, Philippines Staff4Me Full time

    Responsibilities:Supervise the performance of the engineering team, offering constructive feedback to ensure adherence to established processes and procedures.Manage ticket assignment processes, ensuring equitable distribution of workload among agents.Monitor real-time dashboard data, escalating priority tickets and VIP escalations as necessary for timely...