Customer Experience Manager

4 hours ago

Cebu City, Central Visayas, Philippines ExpansionJS Full time

Role Overview

The Customer Experience Manager (CXM) is a client-facing, individual-contributor role responsible for onboarding new customers and managing ongoing client relationships after contract execution. Once a customer signs an agreement and submits payment, the CXM becomes the primary point of contact—ensuring the account is properly set up, fully trained, able to transact daily, and supported over the long term.

This role is highly proactive and relationship-driven. CXMs manage a portfolio of accounts, maintain frequent communication, and work closely with internal teams to drive retention, transaction growth, and customer satisfaction.

Key Responsibilities

Customer Onboarding

-Lead customer onboarding end-to-end, including kickoff calls, setup, and training

-Partner with CX Admins for data entry and behind-the-scenes tasks

-Onboard customers as quickly and efficiently as possible while maintaining quality

-Ensure customers fully understand SubcontractorHub's platform and workflows

Ongoing Account Management

  • Serve as the primary point of contact for 40–50 customer accounts
  • Maintain proactive communication through daily, weekly, and monthly touchpoints
  • Ensure accounts remain active, stable, and able to transact consistently
  • Identify risks early and help stabilize at-risk accounts
  • Coordinate internally to resolve non-real-time issues

Customer Advocacy & Feedback

  • Build trusted relationships where customers feel supported and heard
  • Capture and escalate customer feedback to the Director of Customer Experience
  • Represent the customer's perspective internally

Retention & Growth Support

  • Drive retention and revenue protection through strong account management
  • Monitor transaction activity and engagement across accounts
  • Support increased usage and adoption through education and outreach

Operational Discipline & Documentation

  • Maintain accurate account notes and documentation in the internal CRM
  • Utilize dashboards and reports daily to manage account health
  • Ensure account data is current and accurate
  • Follow established CX processes and contribute improvement ideas

Success Metrics

  • Customer retention and churn reduction
  • Revenue retention and account stability
  • Transaction volume and platform usage
  • Onboarding speed and effectiveness
  • Customer satisfaction and engagement
  • Accuracy and consistency of documentation

Qualifications & Experience

-Experience in customer-facing roles such as account management, onboarding, or customer success

- Strong communication skills and comfort leading frequent customer calls

- Ability to manage a high volume of accounts with varying complexity

- Highly organized with strong attention to detail

- Comfort working in a fast-paced, growth-oriented environment

Preferred Attributes

  • B2B experience, especially with contractors or sales organizations
  • Proactive, ownership-driven mindset
  • Strong problem-solving skills and customer empathy
  • Comfort working cross-functionally
  • Data-aware and able to use dashboards to guide daily work

Why This Role Matters?

Customer Experience Managers are at the center of SubcontractorHub's customer relationships. This role directly impacts customer satisfaction, retention, and transaction growth by ensuring customers are supported, confident, and successful on the platform.

Job Types: Full-time, Permanent

Pay: Php48, Php53,000.00 per month

Benefits:

  • Work from home

Application Question(s):

  • Would you be available to work the night shift?

Experience:

  • SaaS: 1 year (Required)
  • Customer support: 2 years (Required)
  • B2B sales: 1 year (Required)

Work Location: Remote

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