Customer Adoption Manager | Hybrid - Makati | Night Shift (UK)

Cloudstaff; Makati; Hybrid; PHP 1.000.000 - 1.500.000; Vollzeit

Benefits dieser Stelle

Health insurance

Leave credits

Career advancement

Office perks

Zusammenfassung

Cloudstaff is hiring a Customer Adoption Manager in the Philippines, Makati, for a hybrid role with UK night shift alignment. You will own adoption plans, monitor usage, and manage engagements digitally and personally to drive renewals and expansion. Strong analytics, CRM skills, and effective communication are essential.

You will synthesize feedback for Product and CS leadership, translate roadmaps into adoption outreach, and help customers realize long-term value from the product.

Qualifikationen

• 3+ years in Customer Success, Account Management, or similar SaaS role focused on product adoption.
• Ability to switch between digital monitoring and direct outreach based on signals.
• Strong understanding of what drives usage, embedding, and expansion.
• Confident written and verbal communication to guide customers.
• Data-driven with dashboards and health scores to prioritise actions.
• Proficient in CRM tools (e.g., Salesforce) and collaboration platforms (Outlook/Teams/Slack).

Aufgaben

• Own feature adoption and maturity plans for SMB portfolio with digital nudges and education.
• Monitor usage data to identify gaps, trigger interventions, track cohort metrics.
• Manage hybrid engagements: digital journeys with targeted 1:1 outreach as needed.
• Maintain health scores, renewal forecasts, and CRM records for the portfolio.
• Escalate high-value churn risks to senior CS or Sales; surface patterns to Product/Marketing.

Kenntnisse

Product adoption knowledge

Hybrid engagement management

Strong communication

Data analysis

CRM proficiency

Tools

Salesforce

Outlook

Microsoft Teams

Slack

Jobbeschreibung

Role

Customer Adoption Manager

Work Arrangement

Hybrid

Location

Philippines - Makati

Schedule

Night Shift (UK Shift)

Job Description

Customer Adoption — Primary Focus

• Own feature adoption and maturity curve progression across the SMB portfolio; design adoption plans combining digital nudges, targeted outreach, and product education
• Monitor usage data to identify adoption gaps and trigger interventions; track adoption metrics at account and cohort level

Hybrid Engagement Model

• Apply digital-first engagement by default, using automated journeys and self-serve content built by the Digital CSM function; elevate to 1:1 outreach for at-risk accounts or stalled adoption
• Manage 1:1 engagement efficiently — preparation-led, time-bounded, with a clear adoption goal — stepping back to digital-only as accounts stabilise

Portfolio & Retention

• Maintain accurate health scores, adoption stage, and renewal forecasts in CRM; triage the portfolio by adoption stage, health signal, and renewal proximity
• Manage straightforward commercial engagements digitally; elevate complex or high-value churn risk to senior CS team or Sales, and surface churn patterns to the Digital CSM

New Feature & Capability Engagement

• Drive new feature engagement across the SMB segment, translating roadmap updates into adoption-focused outreach and education
• Identify expansion opportunities and beta/early-access candidates; direct customers to selfserve content as the default channel

Voice of the Customer & Feedback

• Synthesise adoption patterns, feature friction, and feedback into insight for Product, Marketing, and CS leadership
• Distinguish content/education gaps from genuine product gaps and route feedback accordingly

Qualifications

• 3+ years of experience in Customer Success, Account Management, or customer-facing experience within SaaS, with a demonstrable focus on product adoption or onboarding
• Comfortable managing a hybrid portfolio — switching between digital programme monitoring and direct outreach based on signals
• Strong understanding of product adoption dynamics — what drives usage, embedding, and expansion
• Confident, consultative communicator, written and verbal
• Analytical; able to read usage data and health dashboards and translate them into prioritised action
• Proficiency in CRM tools (e.g., Salesforce), and communication platforms (e.g., Outlook, Microsoft Teams, Slack).

Preferred Qualifications

• Background in hospitality operations — restaurants, pub groups, hotels, or multi-site F&B
• Experience running product training, webinars, or structured onboarding
• Familiarity with a defined engagement model or playbook framework

Non-negotiable skills and requirements

1. Relevant customer-facing experience

Experience in Customer Success, Account Management, or a similar SaaS customer-facing role, with a clear focus on product adoption or customer onboarding.

2. Product adoption knowledge

Understands how to increase product usage, encourage customers to adopt features, improve engagement, and help customers realise long-term value from a product.

3. Hybrid customer engagement experience

Can manage a portfolio using digital tools, automated communications, and self-service resources while knowing when to conduct direct, one-on-one customer outreach.

4. Strong communication and consultative skills

Confident in written and verbal communication, able to understand customer needs, explain product features, guide customers, and handle adoption-related concerns.

5. Data analysis and decision-making

Can interpret product usage data, customer health scores, and dashboards to identify adoption gaps, prioritise accounts, and recommend appropriate actions.

Perks & Benefits (Work From Office/Hybrid)

• Comprehensive health and life insurance on your 16th day of employment, covering 1 free dependent on the 16th day of employment
• Up to 24 leave credits per year
• Flexible leave credits which may be used for vacation, emergency and sick leaves
• Endless opportunities for career advancement
• Exclusive ATM inside the office for employee's convenience
• Annual Performance Review with Salary Increase
• We set you up with a company-provided PC/Laptop and fiber internet connection
• Look forward to weekly office perks for work from office staff – Free Coffee, Meals and Beer Fridays!
• Top notch workplace with first class VIP lounge and game rooms
• Child friendly spaces to cater to the needs of employees with children, enhancing work-life balance
• Participate and join our CS Social Clubs and Special Interest Groups to connect with colleagues
• Mental Wellness Employee Assistance program through Lifeworks
• In-house psychiatrist available to support employees' well-being
• Become part of the Employee Share Units program
• Cloudstaff Dream Points – To be used for bidding useful items like appliances, kitchenettes etc.

Cloudstaff : Build Your Career, Anywhere

Established in 2005, Cloudstaff is a leading outsourcing company that empowers businesses to thrive through smarter talent solutions. We're passionate about creating a work environment that fosters your professional growth and overall well-being.

Why Cloudstaff is the #1 Workplace?

• Award-winning Culture: We’re committed to building the #1 Workplace Everywhere, with a proven track record of staff engagement initiatives and industry recognition
• Invest in You: We support your development through comprehensive training programs, mentoring and opportunities for career advancement
• Thrive as an Individual: We offer a strong work-life balance with flexible schedules, meaningful perks and a collaborative team environment.