Customer Adoption Manager UK I Hybrid - Makati

Cloudstaff Philippines Inc.; Makati; Presencial; PHP 600.000 - 900.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health & life insurance

Flexible leave credits

Career advancement

Office perks

Employee events

Provided PC/Laptop & fibre internet

Descripción de la vacante

Cloudstaff Philippines Inc. is seeking a Customer Adoption Manager to own adoption, retention and value realization for operator accounts. You will run digital, self-serve programs to monitor signals and intervene at scale with minimal manual effort.

You will manage a high-volume portfolio, coordinate onboarding and usage programs, and preserve gross/net revenue retention while surfacing churn patterns to CS leadership.

Formación

• 2–3+ years in customer success, account management or support.
• Experience with SaaS or technology.
• Fluent English, written and verbal.

Responsabilidades

• Own a high-volume portfolio using digital-first engagement tools.
• Monitor health dashboards and renewal records in CRM.
• Drive onboarding, adoption nudges, and re-engagement programs.
• Escalate high-value churn risk to leadership and coordinate with CS/ Sales.

Conocimientos

Customer Success

Account Management

SaaS

Digital engagement

CRM tools

Herramientas

Gainsight

Totango

Salesforce

HubSpot

Descripción del empleo

The Customer Adoption Manager owns adoption, retention, and value realisation for client's independent operator accounts — single- and small multi-site businesses with Monthly Subscription Revenue below £3,000. Individually lower-ARR, this segment collectively represents a sizable share of Client's customer base and gross revenue retention. Operating tech-touch, the role deploys the Digital CSM function's automated programmes and self-serve tools to monitor signals and intervene proactively, delivering consistent value at scale with minimal manual overhead

Key Responsibilities

Portfolio Management at Scale

• Manage a high-volume portfolio using digital-first engagement tools; monitor health dashboards and usage signals, acting on risk before it escalates
• Triage the portfolio regularly and maintain accurate account data, health scores, and renewal records in CRM

Digital-First Engagement

• Execute automated lifecycle programmes built by the Digital CSM function — onboarding, adoption nudges, re-engagement
• Supplement with targeted outreach for high-risk or high-opportunity accounts; direct others to self-serve resources

Adoption & Value Realisation

• Use digital education content — knowledge base, webinars, onboarding guides — to move accounts up the adoption curve without 1:1 intervention
• Connect product capability to day-to-day operator needs — rotas, wage costs, complianceRetention & Commercial engagement
• Pass complex commercial engagements to the Customer Commercial Manager to process; escalat high-value churn risk to Head of Customer Adoption or Sales
• Maintain gross & net revenue retention within agreed benchmarks; surface churn patterns to the Digital CSM and CS leadership

Reactive Support & Feedback

• Respond to inbound queries within SLA, resolving issues or routing to Support
• Feed adoption patterns, friction, and feedback back to the Digital CSM and CS leadership

Qualifications and Requirements

Key Experience, Characteristics, and Skills Required:

• Customer-facing experience — Customer Success, Account Management, or Support —within SaaS or technology
• Comfortable in a tech-touch, digital-first engagement model where scale, not depth, definessuccess
• Able to read account health data and usage signals to prioritise effort across a large portfolio
• Strong written communicator; most customer interaction is async via email and digitalchannels
• Organised and self-sufficient; works within defined playbooks and escalates appropriately

Preferred Qualifications:

• Familiarity with CS or CRM platforms (Gainsight, Totango, Salesforce, HubSpot, or similar)
• Background in hospitality, leisure and/ or tourism, particularly independent restaurants, pubs, cafes, or small hotels
• Experience with automated customer journey tools or lifecycle communications

Requirements:

• Minimum of 2-3 years of customer service or account management experience.
• Proven experience in managing customer relationships and resolving issues effectively.
• Fluency in English (both verbal and written).
• Strong familiarity with customer service tools and software (CRM experience a plus).
• Ability to work flexible hours, including evenings and weekends, as required by the assigned working hours.

Perks and Benefits

• Comprehensive health and life insurance on your 16th day of employment, covering 1 free dependent on the 16th day of employment
• Flexible leave credits which may be used for vacation, emergency and sick leaves
• Superb and exciting Mid-Year Parties – with items to give away and cash prizes!
• Endless opportunities for career advancement
• Exclusive ATM inside the office for employee's convenience
• We set you up for success 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
• International career growth and connections
• Unlimited cash incentives for hired referrals
• 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