Customer Success Manager

About Palomarr:

Palomarr is an innovative AI technology advisory company dedicated to revolutionizing the procurement process. Our AI-powered tool, Palomarr, empowers businesses to discover the ideal technology solutions swiftly and efficiently, bypassing the traditional weeks or months of research and negotiation. With a comprehensive portfolio of over 1000 technology and BPO partners, we ensure our clients connect with the right providers, eliminating guess work and "hallucinations" in the decision-making process.

About the Role:

We are looking for a proactive and customer-focused Customer Success Manager (CSM) to manage relationships with clients who purchase solutions through Palomarr.

You will serve as a trusted partner throughout the customer journey—from onboarding and implementation to ongoing support, retention, and growth. The role requires strong communication, problem-solving, and relationship-building skills, along with the ability to understand customer needs and translate them into actionable solutions.

This role is fully remote and suitable for candidates based in the Philippines.

Key Responsibilities:

• Client Onboarding: Guide new customers through setup, training, and initial workflows to establish a strong foundation for success.
• Relationship Management: Serve as the primary point of contact for key stakeholders, building trusted relationships, and understanding their evolving needs.
• Customer Retention: Monitor customer health, adoption, and engagement to proactively identify and address risks that may lead to churn.
• Account Growth: Identify relevant opportunities for upselling or cross-selling additional products, features, or solutions based on customer needs.
• Customer Support & Resolution: Coordinate with internal teams to address customer concerns and develop clear resolution plans for operational or technical issues.
• Cross-Functional Coordination: Work closely with Account Management, Marketing, and other internal teams to ensure customer needs are addressed effectively.
• Product Knowledge: Develop a strong working knowledge of Palomarr's solutions and technology offerings to support customers, demonstrate use cases, and address common questions.
• Customer Reporting: Analyze customer metrics and prepare insights, performance updates, and business impact reports for relevant stakeholders.

Required Skills & Qualifications:

• 3+ years of experience in Customer Success, Account Management, Client Services, or a similar client-facing role managing and growing ongoing customer relationships.
• Excellent communication, relationship-building, active listening, and stakeholder management skills.
• Strong problem-solving abilities with the ability to address customer concerns, resolve issues, and de-escalate challenging situations professionally.
• Strong organizational and time-management skills, with the ability to manage multiple accounts, priorities, and customer needs.
• Proficiency with CRM platforms and customer success tools, with the ability to maintain accurate account records and use customer data to monitoraccount health, engagement, and adoption.
• Ability to develop a strong working knowledge of technology solutions and communicate technical concepts clearly to technical and non-technical stakeholders.
• Ability to present customer insights, performance updates, and business impact to stakeholders and decision-makers.
• Ability to work independently while collaborating effectively with cross-functional teams.

Desired Skills and Experience:

• Experience managing accounts with multiple stakeholders or decision-makers.
• Experience identifying upselling or cross-selling opportunities.

Perks and Benefits:

• 15 Vacation Leaves (VL)
• 10 Sick Leaves (SL)
• Philippine and U.S. Holidays observed
• PH Government Mandated Benefits
• 13th Month Pay
• Additional leave opportunities
• Promotion to permanent employee status
• Work from home flexibility
• Movie Perks

Location: Remote
Employment Type: Full-Time
Reports To: Head of Account Management
Pay: $5/hr
Expected Hours: 40 per week
Working Hours: 11:00 PM - 08:00 AM Philippine Time

Job Type: Full-time

Pay: Php300.00 per hour

Benefits:

• Opportunities for promotion
• Pay raise
• Work from home

Language:

• English (Required)

Work Location: Remote