Customer Success Manager

Customer Success Manager

Work Setup: Remote
Schedule: 9:30 PM – 5:30 AM Philippine Time (Graveyard Shift)
Salary: ₱50,000/month
Employment Type: Full-Time

Role Overview

We are looking for an experienced Customer Success Manager to build and maintain strong customer relationships, ensure a smooth customer journey, and proactively identify opportunities to improve customer satisfaction, engagement, and retention.

The ideal candidate is highly organized, proactive, and comfortable managing multiple customer relationships while coordinating with internal teams to address concerns and ensure a positive customer experience.

Key Responsibilities

Customer Relationships

• Serve as the primary relationship contact after the sales and onboarding handoff.
• Build and maintain strong relationships with new and existing customers.
• Maintain regular, proactive communication based on customer needs and account health.
• Ensure customers feel heard, informed, supported, and valued.
• Document customer communications, concerns, and follow-up actions in HubSpot.

New Customer Success

• Introduce yourself to new customers during the onboarding process.
• Ensure customers understand the roles of Sales, Onboarding, Support, and Customer Success.
• Monitor the customer experience throughout onboarding without performing the onboarding work directly.
• Conduct post-launch check-ins at 30, 60, and 90 days.
• Identify early signs of confusion, dissatisfaction, or disengagement.
• Coordinate with the onboarding team when customers have incomplete steps or unmet expectations.

Existing Customer Success

• Conduct scheduled customer check-ins and account reviews.
• Monitor customer satisfaction and overall account health.
• Help customers understand available features, resources, and product capabilities.
• Identify opportunities to increase product adoption and customer value.
• Communicate relevant product updates and improvements.
• Gather customer feedback and communicate recurring trends internally.
• Ask satisfied customers for reviews, referrals, testimonials, and case studies.

At-Risk Customers

• Identify customers who may be at risk of cancellation or disengagement.
• Maintain an accurate record of healthy, needs-attention, and at-risk customers.
• Document the reasons and factors contributing to customer risk.
• Create and manage customer recovery plans.
• Coordinate with Support, Billing, Development, Sales, and leadership as needed.
• Escalate serious concerns before they develop into cancellations.
• Manage customer communication throughout the resolution and recovery process.

Support Follow-Up

• Monitor significant or recurring support issues that may affect customer satisfaction.
• Ensure each issue is assigned to the appropriate internal team or owner.
• Follow up with customers after significant issues have been resolved.
• Confirm that customers are satisfied with the resolution.
• Identify recurring complaints, service gaps, or communication issues that should be addressed by leadership.

Note: The Customer Success Manager is not responsible for troubleshooting or resolving technical tickets unless specifically trained and assigned to do so.

Required Qualifications

• 2+ years of experience in customer success, account management, SaaS, customer service, or a comparable customer-facing role.
• Strong written and verbal communication skills.
• Ability to handle difficult conversations calmly and professionally.
• Excellent follow-up, organization, and time-management skills.
• Ability to manage multiple customer relationships and competing priorities.
• Experience using a CRM or customer management system.
• Ability to recognize customer risks and escalate concerns appropriately.
• Comfortable learning software and effectively communicating product value.
• Strong judgment in determining which issues can be handled independently and which require escalation.

Preferred Qualifications

• Experience working for a SaaS company.
• Hands-on experience with HubSpot.
• Experience working with Support, Implementation, Product, or Development teams.
• Experience with customer retention, renewals, or account management.
• Familiarity with customer health scores, CSAT, churn, and retention metrics.