Associate CSM, SMB SaaS — Drive Adoption & Retention

Hammerjack Pty Ltd; Philippines; Hybrid; PHP 391,000 - 614,000; Full time

Benefits offered by this job

13th Month Pay

CTO credits

HMO coverage

HMO dependents (2)

Hybrid work setup

Leave credits monetization

Job summary

KMC Solutions is hiring an Associate Customer Success Manager to manage a high-volume SMB portfolio and serve as the primary post-sale contact for customer relationships and GRR. You will drive product adoption, engagement, and value realization while working within defined playbooks and processes.

The role emphasizes operational excellence, responsiveness, and proactive risk identification, with a hybrid work setup and ongoing training in a fast-paced SaaS environment.

Qualifications

• Experience working with SMB customers in a SaaS environment or B2B.
• Familiarity with CRM systems and customer health tools.
• Exposure to retention or renewal processes.
• 2+ years of experience in customer-facing roles (Customer Success, Account Management, Support, or related field).
• Ability to manage multiple priorities in a fast-paced environment.
• Strong written and verbal communication skills.

Responsibilities

• Execute the defined engagement model, including scheduled outreach, customer touchpoints, and programmatic engagement.
• Proactively engage assigned SMB customers to drive platform usage, adoption, and value realization.
• Establish and maintain customer relationships to achieve retention targets within assigned accounts.
• Track customer health metrics and elevate risks appropriately using defined processes.
• Own retention outcomes (GRR) within assigned accounts and ensure customer readiness for renewal in partnership with Sales.
• Surface expansion signals and opportunities to Sales based on customer usage and needs.

Skills

Customer relationships

Retention strategy

Communication

Time management

Analytical skills

Tools

CRM systems

Customer health tools

Job description

KMC Solutions is hiring an Associate Customer Success Manager to manage a high-volume SMB portfolio and serve as the primary post-sale contact for customer relationships and GRR. You will drive product adoption, engagement, and value realization while working within defined playbooks and processes.

The role emphasizes operational excellence, responsiveness, and proactive risk identification, with a hybrid work setup and ongoing training in a fast-paced SaaS environment.