Associate Customer Success Manager

KMC Solutions; Philippines; On-site; PHP 420,000 - 720,000; Full time

Job summary

KMC Solutions is seeking an Associate Customer Success Manager (SMB) in the Philippines. The role focuses on managing a high-volume SMB portfolio, serving as the post-sale contact, and ensuring revenue retention through defined engagement models.

The Associate CSM collaborates to drive product adoption, proactive risk identification, and renewal readiness, while maintaining strong relationships and accurate CRM documentation. Night shift is expected with onsite work in Makati.

Qualifications

• Minimum of 3 years' experience in Customer Success, Account Management, Customer Support, or a similar customer-facing role in a B2B SaaS environment.
• Experience managing multiple priorities in a fast-paced environment.
• Familiarity with CRM systems and customer health tools.
• Exposure to retention or renewal processes.
• 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.
• Maintain accurate account documentation, activity tracking, and reporting in CRM systems.
• Follow established workflows for issue escalation and resolution.
• Continuously build product, process, and industry knowledge.
• Driving product activation and early adoption.
• Monitoring customer health signals and identifying potential churn risks.
• Escalating risks and coordinating issue resolution with internal teams.
• Owning retention activities within the assigned book of business and partnering with Sales on renewal negotiations and contracts.
• Identifying and surfacing potential expansion opportunities to the Sales growth team

Skills

Customer communication

CRM familiarity

Health metrics tracking

Retention/renewal processes

Multitasking in fast-paced environment

B2B SaaS understanding

Education

Bachelor’s degree in Business, Communications, Marketing, or related field

Tools

CRM systems

Customer health tools

Job description

The Associate Customer Success Manager (SMB) is an entry-level individual contributor responsible for managing a high-volume portfolio of small business customers. This role serves as the primary post-sale point of contact, owning the customer relationship and gross revenue retention (GRR) through consistent execution of client’s defined customer engagement model.

The Associate CSM partners with customers to drive product adoption, engagement, and value realization while proactively identifying risks to retention. This role operates within established processes and playbooks, focusing on operational excellence, responsiveness, and effective execution.

Work Setup:

Onsite Makati (KMC Armstrong Office) ; Night shift - Tues to Sat; Full-time

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
• Maintain accurate account documentation, activity tracking, and reporting in CRM systems
• Follow established workflows for issue escalation and resolution
• Continuously build product, process, and industry knowledge
• Driving product activation and early adoption
• Monitoring customer health signals and identifying potential churn risks
• Escalating risks and coordinating issue resolution with internal teams
• Owning retention activities within the assigned book of business and partnering with Sales on renewal negotiations and contracts
• Identifying and surfacing potential expansion opportunities to the Sales growth team

Qualifications

• Minimum of 3 years' experience in Customer Success, Account Management, Customer Support, or a similar customer-facing role in a B2B SaaS environment.
• Experience managing multiple priorities in a fast-paced environment
• Basic understanding of SaaS business models or technology platforms
• Experience working with SMB customers in a SaaS environment
• Familiarity with CRM systems and customer health tools
• Exposure to retention or renewal processes
• Bachelor’s degree in Business, Communications, Marketing, or related field (or equivalent
• Strong written and verbal communication skills