Customer Success Manager

2 days ago

Work from Home, Philippines Growmodo Full time ₱1,056,000 - ₱1,416,000 per year

About Us

At Growmodo, we help fast-growing companies by connecting them with global talent while supporting the careers of creative and tech professionals. We're driven by fostering growth, building strong relationships, taking ownership and a passion for delivering a "WOW" experience daily.

The Role

Working Hours: Mondays - Fridays, 9am-6pm Central European Time

We're looking for a Customer Success Manager who thrives on structure, data, and making customers stay. You'll manage a portfolio of 50+ low-touch accounts, ensuring high satisfaction and long-term retention through proactive engagement, metrics-based decision-making, and automated lifecycle journeys. You'll work across SaaS-style and creative service accounts, using your fluency in subscription health metrics to reduce churn, increase NRR, and scale what works.

About You

You're a retention-first operator, not a reactive account manager.

  • Know that Customer Success isn't support—it's lifecycle design, proactive plays, and metrics that move
  • Can juggle 50+ accounts and still give each a consistent, quality experience
  • Live inside HubSpot and know how to build automation, workflows, and reports
  • Don't just know what NRR and TTFV stand for—you use them to drive decisions
  • Write clear, client-friendly emails and lead value calls with confidence
  • Think customer health scoring isn't optional—it's essential

What You'll Own (Key Responsibilities)

  • A portfolio of 50+ B2B clients across SaaS-style and creative service subscriptions
  • Execution of playbook-driven lifecycle journeys—from onboarding to retention and expansion
  • NRR, GRR, CSAT, and TTFV as your north star metrics
  • Internal alignment with project teams to ensure clients get what they need, when they need it
  • Proactive outreach to prevent churn and identify upsell/expansion opportunities
  • Accurate CRM hygiene, client notes, and renewal tracking inside HubSpot
  • Feedback loops: capturing what clients love (or don't) and turning it into insights
  • Monthly health reports and account escalations—before they become fires

What We're Looking For

You Must Have:

  • 3+ years in Customer Success or Account Management (SaaS or creative/tech agency)
  • Proven experience managing 50+ low-touch accounts with high CSAT or NPS
  • Working knowledge of NRR, GRR, churn, and time-to-value metrics
  • Excellent spoken and written English communication
  • Day-to-day fluency in HubSpot (or similar), Slack, Notion, and Google Workspace
  • Ownership mindset, proactive attitude, and comfort working async and independently

Bonus Points If You:

  • Have exposure to design or web-development workflows (HTML/CSS basics)
  • Have run win-back or account expansion campaigns
  • Have helped build or refine customer health scoring models
  • Come from a fast-paced agency or subscription business

This Role Is NOT For You If:

  • You treat all accounts the same without considering lifecycle stages
  • You rely on reactive check-ins instead of structured playbooks
  • You're uncomfortable using CRM dashboards and reports
  • You've never heard of NRR, or think CS is just "relationship management"

Job Type: Full-time

Pay: Php88, Php118,000.00 per month

Benefits:

  • Additional leave
  • Company events
  • Health insurance
  • Opportunities for promotion
  • Pay raise
  • Work from home

Work Location: Remote

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