B2B Customer Success Partner

2 weeks ago

Manila, National Capital Region, Philippines Nimbyx Full time ₱1,200,000 - ₱2,400,000 per year

Company Description
Nimbyx
is the leading technology-focused venture capital firm based in BGC, Philippines with offices in Vancouver, Canada, and Seoul, Korea.
We invest in disruptive healthcare and technology companies with the goal of changing healthcare for good.

At Nimbyx, we're all about disrupting industries and making a real impact in healthcare, tech, and beyond.

Think startup energy, big-time backing, and a team that feels like family.

We value leadership, teamwork, a strong work ethic, vision, and curiosity.

We're not just building businesses; we're building a brighter future.

We're seeking leaders, not followers—people who take risks, think outside the box, and bring their A-game daily. If you're driven, passionate, and embody our core values of leadership, teamwork, work ethic, vision, and curiosity, you'll fit right in.

Job Description
Customer Success Partner
Own the relationship, keep the systems humming, and make every lab feel fully supported.
Once a customer is using our services, you become their go-to ally. You monitor account health, jump on issues before the customer notices, and rally the right internal teams to a resolution. Through regular check-ins and data vigilance, you ensure our promises translate into day-to-day reality—and renewed contracts.

Key Responsibilities

  • Primary Point of Contact: Serve as the single touchpoint for 30–40 customers after onboarding; field questions, route issues, and keep customers informed.
  • Proactive Health Monitoring: Watch system dashboards, uptime alerts, and usage trends; escalate anything that threatens SLAs or customer goals.
  • Issue Orchestration: Coordinate Support, Product, and Engineering to resolve bugs, data gaps, or workflow slowdowns—owning communication end-to-end.
  • Quarterly Check-Ins: Run structured business reviews, surface ROI metrics, and recommend new features or best practices to deepen value.
  • Voice of the Customer: Document pain points, share beta feedback, and champion customer needs in product roadmaps and process improvements.
  • Data Hygiene & Reporting: Maintain accurate health scores, ticket histories, and renewal forecasts in our CRM.

Success Metrics

  • Net Promoter Score (NPS) at 90-day and renewal touchpoints
  • Time-to-Resolution for escalated issues
  • System Health Compliance – % uptime and SLA adherence for your accounts
  • Renewal & Expansion Rate of your book of business
  • Customer Engagement – completion of scheduled check-ins and QBRs

Qualifications
What You Bring

  • 2–4 years in Customer Success, Technical Account Management, or similar post-sales SaaS role
  • Proven track record coordinating multi-team resolutions under tight timelines
  • Comfort experimenting with AI tools (chatbots, auto-triage, summarization) and sharing those wins with the team.
  • Comfortable reading usage dashboards and converting data into plain-English insights
  • Stellar communication skills—able to calm execs and coach frontline users alike
  • Experience in dental, medical device, or manufacturing tech a plus (curiosity a must)

Why EviSmart

  • Fast-growing AI platform fixing real problems in dental and manufacturing workflows
  • Autonomy to own your metrics and drive continuous improvement—no red tape
  • Competitive salary, equity, and benefits built for work-life balance
  • A supportive, curious team that turns complexity into clarity

Additional Information

Work setup:
Full onsite, Monday to Friday


Schedule:
9/10/11PM to 6/7/8AM

Location:
One World Place
, 32nd Street, BGC, Taguig City

Employment Type:
Full-time + Permanent

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