Customer Success Manager

Micropinnacle Technology Corporation; Makati; On-site; PHP 900,000 - 1,200,000; Full time

Job summary

Micropinnacle Technology Corporation in Makati, Philippines, seeks an experienced Customer Success professional to develop and maintain CSPs, own onboarding, run QBRs, and drive renewals.

You will monitor health scores, leverage CRM data, create SOPs, journey maps, and success templates, collaborating with sales, IT, and customer service to ensure outcomes.

Qualifications

• Minimum of 5 years of relevant professional experience.
• Background in sales, business development, and customer service in the IT industry.
• Strong communication, presentation, and relationship management skills, with the ability to engage stakeholders at all levels.

Responsibilities

• Develop and maintain Customer Success Plans (CSPs) that define objectives, KPIs, action items and timelines.
• Own and execute customer onboarding plans with steps, resources and training for successful enablement.
• Lead Quarterly Business Reviews (QBRs) to evaluate progress and align on future goals.
• Monitor and manage customer health scores and dashboards using CRM data for engagement and risks.
• Execute renewal and expansion playbooks, managing renewals and upsell opportunities.
• Create and maintain internal process documentation including SOPs and playbooks for consistency.
• Design and refine customer journey maps to visualize lifecycle and friction points.
• Develop success templates and reusable materials to support customer engagement.

Skills

Communication

Presentation

Relationship management

Data analysis

Stakeholder engagement

Onboarding

Tools

CRM systems

Job description

Develop and maintain Customer Success Plans (CSPs) that clearly define customer objectives, key performance indicators (KPIs), shared action items, and timelines to ensure alignment and achievement of desired outcomes.

Own and execute customer onboarding plans, outlining the steps, resources, and training required to ensure new customers are successfully implemented and fully enabled on the product or service.

Lead Quarterly Business Reviews (QBRs) to evaluate progress, address challenges, demonstrate delivered value, and align on future goals and strategies.

Monitor and manage customer health scores and dashboards, leveraging data-driven insights (often within CRM systems) to assess engagement, sentiment, risks, and growth opportunities.

Execute renewal and expansion playbooks, proactively managing contract renewals while identifying upsell and cross-sell opportunities.

Create and maintain internal process documentation, including playbooks and Standard Operating Procedures (SOPs), to ensure consistency, scalability, and operational excellence across the Customer Success team.

Design and refine customer journey maps that visualize the full customer lifecycle, identify key touchpoints, and surface potential friction points.

Develop and utilize success templates, including reusable communication materials, reports, training guides, and case studies, to support customer engagement and outcomes.

Qualifications

Minimum of 5 years of relevant professional experience

Proven background in sales, business development, and customer service in the IT industry

Strong communication, presentation, and relationship management skills, with the ability to engage stakeholders at all levels