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Customer Success Manager

1 month ago

Cebu City, Central Visayas, Philippines MyPass Full time

This is an Individual Contributor role.

Position Purpose Statement

As a Customer Success Manager, you will be the driving force behind ensuring our customers achieve success with our platform, focusing on seamless onboarding, proactive engagement, and delivering data-driven insights. You will manage a dynamic portfolio of mid, low-touch, and tech-touch customers, ensuring they realise value quickly and continuously throughout their journey.

You will act as the voice of the customer, advocating for their needs. You'll play a pivotal role in driving retention and expansion by identifying opportunities, mitigating risks, and generating high-quality leads for our Account Executives.

A strategic thinker with a passion for customer outcomes, someone who thrives on using data to guide decisions, and is energised by working cross-functionally to elevate both the customer experience and our business growth.

Your Day to Day:

  1. Customer Success & Retention:
    1. Serve as a trusted advisor to customers, ensuring they derive maximum value from the platform.
    2. Proactively engage customers through regular check-ins, BRs, and strategic conversations to address needs and prevent churn.
    3. Drive renewal processes, manage collection calls, and develop retention strategies to ensure long-term customer success.
    4. Identify expansion opportunities and work with internal teams to increase platform usage.
    5. Advocate for customers by capturing and analysing feedback (e.g., NPS) to improve user experience.
    6. Develop and implement engagement strategies, including targeted campaigns, to foster customer loyalty.
    7. Drive efforts to create advocates within customer organisations, leveraging testimonials and referrals.
  2. Adoption & Training:
    1. Educate customers on platform features through training sessions, email campaigns, webinars, and one-on-one support.
    2. Provide guidance and best practices to ensure consistent usage and compliance with platform requirements.
    3. Address technical and operational concerns promptly to remove adoption barriers.
    4. Analyse customer engagement data to segment users and deliver tailored success strategies.
  3. Renewals & Expansion:
    1. Own key client processes, including renewals, to reduce churn and ensure continued partnership.
    2. Support Growth Propensity Index (GPI) initiatives by identifying upsell and cross-sell opportunities.
    3. Collaborate with Sales and Marketing to align on expansion strategies and lead generation efforts.
  4. Onboarding Support & Implementation:
    1. Assist with portal configuration, billing setup, and vendor onboarding, ensuring a smooth transition to full adoption.
    2. Coordinate with the Implementation Team to execute vendor onboarding projects within SLA.
    3. Work closely with CSM Leads to align onboarding with long-term customer success.

Our Ideal MyPasser:

  • Minimum 5 years of experience in a customer success, account management, or customer engagement role, ideally within a SaaS or technology-driven environment.
  • Demonstrated ability to oversee renewals, drive retention strategies, and foster customer advocacy.
  • Strong analytical skills to assess customer engagement, identify risks, and uncover expansion opportunities.
  • Proficiency in CRM tools (HubSpot preferred), data analysis (Excel/Google Sheets), and communication platforms (Slack, Google Workspace, MS Teams, VoIP tools).
  • Exceptional written and verbal communication skills, with the ability to build strong relationships and influence key stakeholders.
  • Ability to deliver engaging product training, webinars, and customer business reviews, ensuring customers maximise value from the platform.
  • A proactive, customer-centric mindset with strong problem-solving and conflict resolution skills.
  • Adaptability to work cross-functionally with sales, marketing, and product teams to enhance customer experience and drive growth.
  • Strong curiosity and eagerness to stay updated with customer success best practices, emerging technologies, and industry trends.

Measures of Success:

  1. Proactively manage customer engagement, onboarding requests, and identify growth opportunities - 40% (improve % of healthy accounts, increase feature usage, Time to Value, minimise voluntary churn).
  2. Deliver screen-sharing sessions, product demonstrations, and training to drive platform adoption - 20% (track participation rates, increase % of customers using key features, increase Customer Satisfaction Score post-training rating).
  3. Own renewal processes and retention efforts to maximize customer lifetime value - 20% (target high % of client retention, track expansion revenue, identify growth opportunities).
  4. Monitor and act on NPS feedback to improve customer experience and advocacy - 10% (increase promoter %, reduce detractors, track % of actioned improvements, capture advocacy stories).
  5. Attend internal meetings, stand-ups, and cross-functional collaboration sessions - 10% (contribute to CS efficiency, measured via internal feedback).

Development Objectives:

  1. 0-3 Months:
    1. Engage proactively with customers via calls, emails, and screen-sharing sessions to drive feature adoption and ensure Time to Value (TTV) is minimised.
    2. Develop strong relationships with the Activation, Strategic Accounts, and Support/Operations teams to ensure smooth onboarding and issue resolution.
    3. Deepen product expertise to provide proactive guidance, training, and insights, helping customers maximise platform value.
    4. Track early engagement indicators (e.g., Product Adoption Rate, GPI, Customer Health Score) to flag at-risk accounts.
  2. 3-6 Months:
    1. Conduct high-impact training and product demos that drive increased feature usage and platform adoption metrics.
    2. Identify growth opportunities by tracking upsell and cross-sell potential through customer engagement and usage data.
    3. Foster strong, lasting relationships through regular check-ins.
    4. Encourage customer advocacy, leveraging NPS promoters to generate referrals, testimonials, and case studies.
    5. Analyse NPS and customer feedback, implementing insights to improve customer experience and reduce churn risk.
  3. 6 – 12 Months:
    1. Cultivate product advocates and leverage them for referrals, case studies, and testimonials to enhance the company's reputation and growth.
    2. Own contract management for non-strategic accounts, ensuring smooth renewals and long-term customer retention.
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