Customer Success Manager

24 hours ago

Manila, National Capital Region, Philippines Outsourced Full time $60,000 - $100,000 per year

On-site - Quezon City 3-5 Yrs Exp Diploma Full-timeJob DescriptionDescriptionJob SummaryDriving positive business outcomes that will ultimately lead to revenue retention. Job DescriptionThe Scale Customer Success Manager will be responsible for identifying, iterating on, designing, and maturing our digital and 1:many customer success strategies. They will focus on driving positive business outcomes that will ultimately lead to revenue retention and identification of expansion opportunities.

The Scale CSM will build digital experiences leveraging data and insights to inform their approach. ResponsibilitiesManage a large cohort of customers in their post-sales customer journey including kickoff, adoption, renewals, and advocacy. Build outreach campaigns using email, video, and in-app experiences to drive growth and upsell opportunities.

Conduct gap analysis to identify key aspects of the customer journey that can be optimized to improve customer health and expand use cases at scale. Collaborate with customer-facing teams to understand customer behavior, trends, and pain points to design 1:many programs and campaigns. Maintain and enhance existing 1:many programs by leveraging engagement statistics, A/B testing, and other strategies.

Stay informed about evolving product/service offerings for clients. Work cross-functionally with Product, Sales, Marketing, Support, and others; facilitate conversations to help drive outcomes.Develop a working knowledge of our SaaS software solutions and related services. Understand our typical customers' businesses and their desired outcomes with our solutions.

Gain knowledge of the market and environment in which our customers operate. Qualifications3+ years of proven experience in Customer Success, Account Management, Business Development, or a similar client-facing role. Experience designing and building 1:many digital customer success strategies that drive retention, such as automated email touchpoints, in-product engagements, surveys, and webinars.

Proven ability to move initiatives from ideation to execution, including project planning and stakeholder management. Stay updated on industry trends in Scaled and Digital Customer Success. Ability to influence and effect change.

Strong analytical skills, comfortable with PowerPoint, Excel, Word, and willing to learn new tools. Excellent at managing multiple demands and limited time. Team-oriented and results-driven.

Passionate about building a great company and product. Curious, adaptable, and proactive. Humble, hungry, smart—an ideal team player.

Customer-focused. Additional InformationHome-based positionWork schedule: Monday to Friday, 10 PM to 7 AM PH TimeRequirementsPlease refer to the detailed job description above. Skills: Customer Relationship Management, Problem Solving, Communication, Product Knowledge, Data Analysis, Project Management, Customer Advocacy, Time Management, Cross-Functional CollaborationWorking Location18th Floor, Citibank Square, Eastwood City Cyberpark, Quezon City, Manila, PHBe cautious of potential fraud, especially in overseas employment scenarios.

Report any suspicious employer actions such as withholding IDs or requesting guarantees or property.

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