US Customer Success Manager

13 hours ago

Makati City, National Capital Region, Philippines Penbrothers Full time ₱60,000 - ₱120,000 per year
About Penbrothers

Penbrothers is an HR and remote talent management partner and one of the fastest-growing companies in the Philippines. We connect talented Filipinos to global opportunities with high-growth startups and dynamic companies, enabling them to build careers from the comfort of their own homes. We provide end-to-end support in recruitment, HR, payroll, compliance, and employee engagement - creating an environment where talent can thrive and global companies can grow.

About the Client

Our client is an innovative AI-powered SaaS company specializing in social video intelligence. Their platform helps global brands cut through algorithm complexity by uncovering trends on platforms like TikTok before they fully emerge. By leveraging advanced machine learning, they provide deep insights into the content shaping audience behaviors, beliefs, and purchasing decisions.

About the Role

We're looking for a high-touch, strategic Customer Success Manager to own relationships with our mid-market and enterprise clients. This role blends onboarding, proactive engagement, expansion, and support - acting as both an advisor to our clients and a connector across Sales, Product, and Tech. You'll ensure clients see measurable value in our platform while driving renewals, upsells, and account growth.

What You Do

Onboarding & Enablement
  • Lead new client onboarding: kickoff calls, account/org setup, permissions, board creation, and training.
  • Build and maintain custom dashboards/boards tailored to client needs.
  • Prepare and deliver training materials, walkthrough videos, and onboarding resources.
  • Ensure client users are trained, engaged, and set up for success.
Client Engagement & Health
  • Run monthly and biweekly office hours for each client and their subgroups (3 avg), with full prep, usage review, and recaps.
  • Conduct health review and renewal calls, prepare decks, and deliver client success plans.
  • Monitor client usage (Hotjar, dashboards) to spot adoption gaps or risks.
  • Send proactive outreach (weekly tailored notes) highlighting trends, industry news, or client-specific insights.
Support & Troubleshooting
  • Respond to client inquiries via email; provide fast, clear, and complete support.
  • Create custom video walkthroughs for workflows, features, and updates.
  • Triage and resolve technical issues (e.g., account connections, exports, access issues).
  • Log and track bug reports and feature requests, ensuring updates are shared back to clients.
Product Communication
  • Send weekly product release notes and updates to clients.
  • Ensure clients are informed about new features, trends, and reports (e.g., CEW reports, VMI beauty updates).
  • Translate product changes into clear, actionable client communications.
Account Expansion & Growth
  • Identify upsell opportunities: additional boards, processing capacity, or new modules.
  • Expand footprint within orgs (e.g., from single team to enterprise-wide).
  • Partner with Sales on renewals, proposals, and expansion deals; contribute to account strategy.
  • Prepare proposals, one-pagers, and expansion decks.
Internal Alignment & Operations
  • Act as the bridge between clients and internal teams (Sales, Product, Tech).
  • Share client feedback, health status, risks, and upsell opportunities with leadership.
  • Maintain clean datasets, board hygiene, and client org setup.
  • Contribute to internal documentation, training playbooks, and CS best practices.
What You Bring
  • 3-5+ years in Customer Success, Account Management, or Client Services in SaaS / Tech / AI Company.
  • Must be comfortable in a fast-moving, startup culture where processes change quickly.
  • Experience managing enterprise and mid-market accounts with multiple stakeholders.
  • Strong communication and relationship-building skills. Comfortable presenting to executives and end-users alike.
  • Organized, detail-oriented, able to juggle multiple client accounts and subgroups.
  • Tech-savvy: comfortable with SaaS tools, dashboards, and workflows.
  • Nice to Have: Understanding of social video platforms like TikTok.
  • Bonus: Experience with social intelligence, analytics, or marketing SaaS.
  • Work Schedule: Flexible: Candidate can choose between 8:00 AM to 4:00 PM Eastern Time or 9:00 AM to 5:00 PM Eastern Time, Monday to Friday. Some occasional flexibility may be required based on client time zones.
Hiring Process

We utilize AI tools to enhance our hiring efficiency and ensure a fair evaluation of all candidates. As a result, candidates who passed our initial evaluations should expect an AI Interviewer as a component of our recruitment process. This is supervised by Human Talent Acquisition Experts who will also engage with you throughout your application journey

What You'll Get

At Penbrothers, we are obsessed with creating positive employee experiences. Here you'll find an environment that nurtures learning and provides opportunities for growth. You'll have the opportunity to make an impact on fast-growing startups and dynamic companies.
  • Meaningful work & Growth: We take every opportunity to stretch ourselves and deliver an excellent client experience.
  • Employee as our biggest asset: We are genuinely invested in our people's career and welfare.
  • Global reach & local impact: Get to work with high-growth startups and dynamic companies from the comfort of your own home.
  • Powering global startups: We've created 1,400 Filipino jobs that empower global start-ups to focus on growth.

  • Customer Success Manager

    1 week ago

    Makati City, National Capital Region, Philippines Euronet Full time ₱60,000 - ₱120,000 per year

    We are looking for a tech savvy Customer Ssuccess Manager who possesses a strong drive for results. Duties for the role will include a broad range of tasks such as maintaining ongoing customer relationships and networking, implementing success programs, contributing to sales, onboarding and training clients, and minimizing churn. The candidate for the role...

  • Customer Success Manager

    1 week ago

    Makati City, National Capital Region, Philippines SoftwareOne Full time ₱600,000 - ₱1,200,000 per year

    Responsible for driving and accelerating adoption of our services through advising customers on best practices for using SoftwareOne and/or partner solutions and align with Sales and Solution Sales on upcoming up- or cross-selling opportunities accordingly.You may be required to conduct Onboarding sessions with your customer stakeholders providing insight...

  • Customer Success Manager

    6 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 MarketAs 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...

  • Customer Success

    12 hours ago

    Makati City, National Capital Region, Philippines RunRemote Full time A$25,000 - A$40,000 per year

    Looking for candidates from the Philippines PPosition: Customer Success & Operations CoordinatorWork hours: 9:00AM - 6:00PM Gold Coast TimeCompensation range: AU$2,500/month At RunRemote our mission is to help connect the top-rated remote talent with the world's best job opportunities. Our key markets and clients are located in the US, AUS, UK & Canada just...

  • Sr. Customer Success Manager

    12 hours ago

    Makati City, National Capital Region, Philippines OpenText Full time ₱60,000 - ₱120,000 per year

    Hiring Manager: Anne Marie O'HalloranTalent Acquisition Advisor: Cess MojicaJob Code Level: TSP3Refer Your FriendsAI-First. Future-Driven. Human-Centered.At OpenText, AI is at the heart of everything we do-powering innovation, transforming work, and empowering digital knowledge workers. We're hiring talent that AI can't replace to help us shape the future of...

  • Customer Success

    2 weeks ago

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

    Join us if you want to turn AI conversations into real business outcomes — and grow into a solution expert in the era of AI-powered customer experience.Location: Makati, PhilippinesAtWIZ.AI, we build smart voice AI that helps businesses communicate with customers in a more natural and efficient way. Now, we're inviting fresh graduates to join us asCustomer...

  • Customer Success Account Manager

    2 days ago

    Makati City, National Capital Region, Philippines Microsoft Full time ₱1,500,000 - ₱2,500,000 per year

    Builds and coaches others on customer, partner, and internal stakeholder engagement strategy and models. Identifies, navigates, communicates, and influences key customer technical, business, and executive-level stakeholders (including partners). Initiates the gathering of information on the business and Information Technology objectives for customer...

  • Customer Success Manager

    12 hours ago

    Makati City, National Capital Region, Philippines OpenText Full time ₱60,000 - ₱120,000 per year

    OPENTEXT - THE INFORMATION COMPANYOpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that...

  • Customer Success Specialist

    6 days ago

    Makati City, National Capital Region, Philippines Mosed Corporation Full time ₱120,000 - ₱180,000 per year

    Mosed Corporation is looking for a talented Customer Success Specialist who truly enjoys working in the Customer Support field and genuinely cares about wowing Customers with a service that leaves lasting, positive impressions every single time they get in touch with us. The successful candidate will play a fundamental role in ensuring a seamless experience...

  • Customer Success

    1 week ago

    Quezon City, National Capital Region, Philippines Ramos Garcia and Associates Pty Ltd Full time ₱1,500,000 - ₱3,000,000 per year

    Customer Success & Digital Operations LeadAre you customer-obsessed? Are you tech-savvy? Do you thrive when building digital experiences that delight customers while scaling operations that drive business growth? If this is you, we want to know you.This isn't just a job—it's a mission. If you're ready to grow with us, we're ready for you.Customer focus and...