Customer Success Manager

KEY RESPONSIBILITIES

You will:

• Own a portfolio of mid-market and select enterprise customers across the APAC region and Philippines, serving as the primary post-sales point of contact.
• Manage the full customer lifecycle, including onboarding, product adoption, customer success planning, renewals, and expansion opportunities.
• Lead customer onboarding in collaboration with Solutions Engineers, conducting discovery sessions, adoption planning, implementation guidance, and regular business reviews.
• Drive customer retention, renewal, and expansion by identifying adoption gaps, increasing product usage, and uncovering opportunities for deeper integration.
• Build trusted advisor relationships with customer stakeholders, providing strategic recommendations and ensuring customers realize measurable business value from the company's solutions.
• Own renewal and expansion revenue for assigned mid-market accounts while partnering with Account Executives on enterprise renewals and growth opportunities.
• Conduct regular business and value reviews, presenting product usage insights, best practices, and strategic recommendations to senior customer stakeholders.
• Collaborate closely with Sales, Solutions Engineering, Product, Marketing, and Leadership teams to advocate for customer needs and improve the overall customer experience.
• Capture customer feedback and communicate product enhancement opportunities to internal teams to help influence product roadmap and service improvements.
• Support reseller and channel partners in managing their customers by providing product expertise and acting as an escalation point when needed.
• Develop and improve Customer Success playbooks, documentation, and operational processes that enable the team to scale effectively.
• Represent the company during customer meetings, onsite visits, and industry events across the Philippines and APAC region as required.
• Partner with Sales and Marketing teams to generate customer referrals, testimonials, and case studies that support business growth.

 

SKILLS AND QUALIFICATIONS

• Has 3–5 years of experience in Customer Success, Account Management, Customer Experience, or another customer-facing role with a proven track record of driving customer retention, renewals, and account growth.
• Experience managing the complete customer lifecycle, including onboarding, adoption, customer engagement, renewals, and expansion.
• Experience supporting mid-market and enterprise customers, preferably across the APAC region.
• Background in the Call Center/BPO, Contact Center, CCaaS, Telephony, Unified Communications, or Customer Experience (CX) industry is highly preferred.
• Experience working with SaaS products and subscription-based business models.
• Strong commercial mindset with experience owning or contributing to renewal and expansion revenue targets.
• Excellent stakeholder management skills with the ability to build relationships with senior executives and technical teams.
• Strong communication, presentation, and relationship management skills.
• Comfortable collaborating cross-functionally with Sales, Solutions Engineering, Product, Marketing, and Leadership teams.
• Ideally possesses technical aptitude with an understanding of software deployments, APIs, SDKs, or enterprise software integrations.
• Highly organized, proactive, self-driven, and capable of managing multiple customer accounts simultaneously.
• Experience working in a startup or fast-paced, high-growth environment is highly preferred.

Work Set Up: Remote; Open to field work (client visits and events)

Work Schedule: Day shift, but must be open to working a mid shift.