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Customer Success Manager Position

1 week ago

Manila, National Capital Region, Philippines ECLARO Full time
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. 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 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.

Key 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.

Required Skills & Qualifications:

  • BA/BS degree in Business Administration or a related quantitative field of study.
  • 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.
  • Strong analytical mindset with a proven track record in problem-solving and decision-making, combining conceptual thinking with quantitative skills.
  • Exceptional communication skills for presenting, influencing, and engaging effectively with stakeholders at all levels.
  • Proficient in Microsoft Office (Excel, PowerPoint, Word).