Sr. Customer Success Manager

2 days ago

Manila, National Capital Region, Philippines Intogreat Solutions Full time $90,000 - $120,000 per year

Sr. Customer Success Manager (SaaS) | Permanent WFHThis is a remote position. We are a global company with a footprint in AU, NZ, USA, UK and the Philippines, providing offshore professional staffing solutions for small and medium-sized businesses across various industries, with a focus on Insurance, Home Loans, Financial Planning, Contact Centers, Banking, and Accounting.

We seamlessly integrate offshore teams into businesses, helping them boost profitability, productivity, and customer focus. Our approach is deeply rooted in fostering meaningful relationships and driving value for our partners. Job ResponsibilitiesWe are looking for a Senior Customer Success Manager to take ownership of the customer journey from contract signing through onboarding, implementation, and long-term success.

You will act as the key point of contact, ensuring smooth project management, effective onboarding, and dedicated hyper-care support for the first 3-6 months post-implementation. Post-Sales Ownership: Manage the transition from Sales to Customer Success, ensuring a seamless handoff. Project Management: Lead implementation timelines, coordinating cross-functional teams to meet customer objectives.

Onboarding & Adoption: Guide customers through onboarding, ensuring they understand the platform's full capabilities. Hyper-Care Support (First 3-6 Months): Provide high-touch support, proactively addressing challenges and optimizing usage. Long-Term Success: Develop customer success plans, monitor key adoption metrics, and drive value realization.

Retention & Expansion: Identify upsell/cross-sell opportunities and work with the sales team to expand customer accounts. Customer Advocacy: Serve as the voice of the customer, providing feedback to Product and Support teams for continuous improvement. RequirementsQualifications & Prior Experience5 years of experience in Customer Success, Implementation, or Account Management in a SaaS environment.

Experience working in an English-speaking country. Strong project management skills, with experience leading onboarding and implementation initiatives. Excellent relationship-building, communication, and problem-solving abilities.

Familiarity with customer success tools (e.g., Gainsight, Salesforce, HubSpot) and project management software. Ability to analyze customer data and proactively mitigate churn risks. CompetenciesExcellent written and verbal communication skills.

Good time management and self-management skills. Attention to detail. Positive mindset, initiative, and ability to work within a team environment.

Prompt and responsive. Very good computer skills including proficiency in Microsoft Office Suite. BenefitsWhy IntoGREAT?

Competitive Compensation Package: An attractive salary and comprehensive benefits aligned with market standards. Work-Life Balance Support: Paid time off, wellness programs, and initiatives designed to enhance employees' work-life balance and personal productivity. Career Growth and Development: Opportunities for training and development to help employees advance their skills and grow within the company.

Supportive Leadership: A collaborative environment with leaders who provide guidance, mentorship, and recognition to empower employees in their roles. Ready to Shape the Future? Step into a role where your skills will fuel growth, inspire change, and create a lasting impact.

We're eager to see how you can make a difference with us Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Project ManagementIndustries: Business Consulting and Services

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