Customer Success Manager

Discover your 100% YOU with MicroSourcing!

Position: Customer Success Manager

Location: Metro Manila

Work setup & shift: Remote | Shifting

Why join MicroSourcing?

You'll Have Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses

A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.

Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.

Career Growth: Take advantage of opportunities for continuous learning and career advancement.

Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

About the Role

As our founding Customer Success Manager in the Australian market, you’ll be the face of Sadie to our Hotel partners—responsible for onboarding, supporting, and growing relationships across our customer base. This role blends hands-on implementation, day-to-day relationship management, and process development. You’ll work closely with Product, Partnerships, Engineering, and Sales to ensure a frictionless experience and long-term customer happiness.

What You Will Do

Customer Onboarding & Implementation

• Manage the end-to-end onboarding of new hotel partners
• Set clear expectations, provide training, and ensure full system adoption
• Collaborate with integration and support teams to deliver a fast, smooth go-live

Ongoing Relationship Management

• Act as the main point of contact post-onboarding
• Build trust and strong working relationships with hotel operators and managers
• Monitor customer health and proactively address issues before they escalate

Voice of Customer & Feedback Loops

• Proactively gather, track, and analyze customer feedback
• Identify patterns, surface pain points, and advocate for customer needs internally
• Collaborate with Product and Engineering to prioritize improvements based on feedback

Process Development & Internal Collaboration

• Help document and improve scalable customer success playbooks
• Work cross-functionally to ensure alignment across Sales, Product, Support, and Marketing
• Develop new initiatives and support programs to improve retention and satisfaction

Retention & Growth

• Ensure customers understand the full value of Sadie and how to use all relevant features
• Identify upsell opportunities or new integrations that add value
• Support expansion and referrals within multi-location groups

What You Bring

• Have 3+ years of experience in a customer success, account management, or hospitality tech role
• Previous experience as a front desk hotelier or manager
• Are highly organized, empathetic, and customer-obsessed
• Love building relationships and solving problems
• Have strong written and verbal communication skills
• Are comfortable working in fast-moving environments with competing priorities

About MicroSourcing With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

• Terms & conditions apply