Customer Success Manager

4 days ago

Manila, National Capital Region, Philippines Earlybird AI Full time ₱900,000 - ₱1,200,000 per year

About Us

We are an innovative early-stage fintech company revolutionizing business finance management with cutting-edge technology to make financial services accessible, secure, and user-friendly. As a startup, we're a tight-knit team passionate about disrupting traditional finance and scaling rapidly. We're seeking a dynamic Customer Success Manager to build strong customer relationships and drive retention in our high-growth environment.

Role Summary

The Customer Success Manager (CSM) will serve as the primary point of contact for customers, ensuring they achieve maximum value from our platform. You'll handle onboarding, ongoing support, and expansion opportunities, reporting to the founders. This full-time, remote role is based in Singapore adhering to Singapore working hours.

Key Responsibilities

  • Guide new customers through onboarding and activation for quick time-to-value.
  • Build relationships with key accounts via regular check-ins, feedback gathering, and issue resolution.
  • Monitor customer health metrics to proactively reduce churn and identify at-risk accounts.
  • Collaborate with sales for upsell/expansion opportunities to drive revenue growth.
  • Collect insights to inform product improvements and roadmap.
  • Track metrics like NPS, CSAT, and renewals using tools such as HubSpot or Gainsight.
  • Educate on compliance (e.g., GDPR, PCI-DSS) and secure platform usage.
  • Partner with product, sales, marketing, and support teams on customer initiatives.

Qualifications

  • 2-4 years in customer success, account management, or support, ideally in fintech/SaaS; startup experience preferred.
  • Familiarity with financial services, regulations, and customer pain points like security and integrations.
  • Strong communication, problem-solving, and analytical skills; proficiency in CRM (e.g., Salesforce) and CS platforms (e.g., Gainsight).
  • Bachelor's in Business, Marketing, Finance, or related; certifications a plus.
  • Proactive, empathetic, and adaptable in ambiguous environments; comfortable with bookkeeping tools.

Preferred Qualifications

  • Early-stage or high-growth startup experience.
  • Sales enablement or revenue ops background in fintech.
  • English proficiency.

What We Offer

  • Growth in a founding-team environment with collaborative, inclusive culture.
  • Direct impact on scaling a fintech disruptor.

If you're passionate about fintech customer success, hit 'apply' or fill this form for faster screening and consideration.

Equal opportunity employer; all qualified applicants considered without regard to protected characteristics.

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