Customer Success Manager

5 days ago

Makati City, National Capital Region, Philippines Micropinnacle Technology Corporation Full time ₱800,000 - ₱1,200,000 per year

Customer Success Manager - B2B IT Solutions PH Market

As an IT Customer Success Manager, you will be responsible for building customer loyalty, reducing churn, and driving long-term value for our clients. This role centers on onboarding, training, data-driven engagement, and nurturing customer relationships to ensure seamless adoption of our solutions. You will play a key role in resolving issues, promoting customer success stories, and identifying upselling and cross-selling opportunities while maintaining trust and transparency.

Your mission is to act as the advocate for customers and the company, ensuring an excellent customer experience while driving retention, renewals, and account growth.

RESPONSIBILITIES

  • Build customer loyalty and reduce churn by developing long-term, trust-based relationships with key accounts
  • Improve onboarding processes through personalized training, workshops, and success plans that accelerate time-to-value
  • Analyze customer data and usage trends to identify risks, opportunities, and strategies for growth
  • Resolve customer issues promptly by partnering with technical teams and ensuring smooth product adoption
  • Upsell and cross-sell IT solutions by aligning evolving customer needs with our product capabilities
  • Promote value through customer experience by conducting regular check-ins and ensuring continuous improvement
  • Work on customer success stories and encourage customer advocacy through reviews, referrals, and case studies
  • Collaborate cross-functionally with Product, Sales, and Marketing to provide customer insights that drive innovation
  • Enhance customer training through tailored onboarding and knowledge-sharing sessions
  • Deliver customer solutions by aligning system configuration, support, and onboarding with client requirements
  • Monitor and report key success metrics (NPS, adoption, account health) to foster a proactive approach to retention
  • Manage the customer success team's portfolio in partnership with leadership, ensuring best practices and consistent service

REQUIREMENTS

  • Minimum 4 years of experience in Customer Success, Account Management, or related roles within a B2B SaaS, IT, or software environment
  • Strong customer relationship management skills with proven experience in retention, renewals, upselling, and cross-selling
  • Familiarity with Business Intelligence, Data Warehousing, Cybersecurity, and IT Service Management is an advantage
  • Excellent communication skills with the ability to simplify complex technical concepts for non-technical stakeholders
  • Experience in data analysis to interpret customer behavior and drive actionable insights
  • Track record of building trust, transparency, and a customer-centric environment with enterprise clients
  • Proactive, empathetic, and results-oriented mindset with meticulous attention to detail
  • A collaborative team player, capable of managing accounts, creating success plans, and delivering impactful customer experiences

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