Customer Success Manager

3 days ago

Taguig, National Capital Region, Philippines Innovation Technology By Design Full time $40,000 - $80,000 per year

Join to apply for the Customer Success Manager role at Innovation Technology By Design.4 weeks ago Be among the first 25 applicants.Get AI-powered advice on this job and more exclusive features.Shift Type: 8A-5P ETWorking Days: 5 days a week

Work Location: Permanent WFOReporting To: Head of CX TeamUS B1/B2 Visa: Valid visa preferred BUT not mandatoryOverviewThe Client Success Manager (CSM) – KEY Accounts role is a client-facing resource for small to mid-size accounts delivering account management after the sales cycle. Responsibilities include ongoing support, business strategy & advice, and overall account management.

The CSM acts as a client advocate, building relationships, promoting satisfaction, product adoption, retention, and up-selling. This role manages diverse, high-profile, and/or key accounts. Job ResponsibilitiesDevelop trusted relationships with key stakeholders, understanding and responding to customer needs, and tracking account activity.

Facilitate effective meetings, setting clear goals and documenting discussions and next steps. Engage cross-functional resources internally and with customer organizations to solve problems. Monitor quality of work and identify opportunities for improvement.

Understand and explain product features and benefits related to customer needs. Meet or exceed customer expectations by resolving issues proactively. Assist in knowledge transfer of administrative tasks between customer administrators and internal teams.

Act as an escalation point and advocate for critical customer issues, collaborating with other departments as needed. Prepare customers for quarterly and/or bi-annual business reviews. Identify revenue opportunities by proactively contacting clients regularly and developing strong relationships.

Core ExperienceExperience with US Account ManagementClient relationship management exposure

Excellent communication & presentation skills

Experience with cross-selling/up-selling

Results-oriented & good business judgment

Problem solver ("Figure it out" attitude)Functional CompetenciesPersonal QualitiesSelf-motivation, enthusiasm, and results focus

Flexible, adaptable, and comfortable with ambiguity

Negotiating, influencing, and holding to account

Pragmatic and solution-oriented

Committed to high standards and continuous improvement

Ability to move between big picture and detail

Can work in revolving shifts (if required)Quickly establish credibility and build strong relationships with Department HeadsSeniority level

Entry level

Employment typeOtherJob functionOtherIndustries: IT Services and IT Consulting

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