Customer Success Manager

Emapta Global; Mandaluyong; On-site; PHP 900,000 - 1,200,000; Full time

Benefits offered by this job

HMO coverage

Salary advance program

Upskilling via Emapta Academy

Gym access

Lifestyle perks

Referral incentives

Annual leave

Job summary

Emapta Philippines seeks a seasoned Customer Success Manager to own onboarding, product adoption, and ongoing engagement for Australia's property tech clients. You will drive retention and reduce churn by delivering proactive, data-driven customer health insights and working with cross-functional teams to maximize product value.

Leverage 3-5 years of SaaS CS experience to manage multiple accounts, communicate effectively, and contribute to global growth with premium benefits and career

Qualifications

• 3-5 years of hands-on Customer Success experience in SaaS or tech.
• End-to-end lifecycle ownership including onboarding, adoption, engagement, retention.
• Proven ability to drive product adoption and long-term customer value.
• Experience with onboarding, product education, health management, proactive engagements.
• Identify churn risks and implement retention strategies.
• Strong understanding of SaaS products and communicating value.
• Analyze customer data and translate insights into actions.
• Excellent written and verbal communication; proactive outreach.
• Ability to manage multiple accounts in a fast-paced environment.
• Familiarity with Salesforce, Gainsight, Tableau or similar tools.
• Direct ownership of outcomes; not just traditional CS roles.

Responsibilities

• Own key stages of the end-to-end Customer Success lifecycle.
• Drive platform adoption and usage through proactive support and risk mitigation.
• Collaborate with Account Partners, Relationship Managers, Technical and Product teams.
• Provide timely customer feedback to support product improvements.
• Strengthen partnerships to improve retention and long-term value.
• Serve as a SaaS product specialist, share best-practice updates.
• Manage a centralized inbox of requests through Gainsight.
• Provide proactive updates on opportunities and risks to Relationship Managers.
• Partner with Product, Marketing, and Sales on customer feedback.
• Achieve adoption, usage, growth, and retention targets.

Skills

Lifecycle ownership

Onboarding

Product adoption

Retention strategies

Churn management

Customer health

Communication

Data analysis

Multi-account management

Salesforce Gainsight Tableau

Tools

Salesforce

Gainsight

Tableau

Job description

Elevate Customer Value Across Australia's Premier Property Technology Landscape

Exceptional SaaS relationships are built by turning technology into measurable customer value. As a Customer Success Manager, you'll own critical stages of the customer lifecycle, from onboarding and product adoption to engagement, retention, and churn prevention across Australia's dynamic property technology sector. Transform customer insights into stronger outcomes while building a long-term global career with Emapta, where Top 1% talent gains a Top 1% experience through international exposure, premium benefits, professional stability, and meaningful career progression.

Snapshot

• Employment Type: Full-time
• Shift: Day Shift, Consecutive Days Off
• Day 1 HMO coverage with free dependent
• Competitive Salary Package
• Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit: https://emapta.com/training-calendar/)
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Mentorship and exposure to global leaders and teams
• Diverse and supportive work environment

Qualifications

• 3-5 years of hands-on Customer Success experience, preferably in SaaS, technology, or digital media
• Proven end-to-end Customer Success lifecycle ownership, including onboarding, implementation, product adoption, engagement, retention, renewals, and churn management
• Demonstrated success driving product adoption, customer engagement, retention, and long-term customer value
• Strong experience in customer onboarding, product education, customer health management, and proactive success engagements
• Proven ability to identify churn risks, resolve customer concerns, and execute effective retention strategies
• Strong understanding of SaaS products and features, with the ability to communicate product value throughout the customer journey
• Ability to analyze customer data, usage trends, health metrics, and reports and translate insights into actionable recommendations
• Strong written and verbal communication skills, including proactive customer outreach and phone-based engagement
• Ability to manage multiple customer accounts and priorities in a fast-paced environment
• Familiarity with Salesforce, Gainsight, Tableau, or similar CRM, Customer Success, and analytics platforms is advantageous
• Direct ownership of onboarding, adoption, retention, and churn outcomes is essential; experience limited to traditional BPO customer service or client/account management is not sufficient

Responsibilities

• Own key stages of the end-to-end Customer Success lifecycle, driving customer onboarding, product adoption, engagement, retention, and churn prevention
• Drive platform adoption and usage among customers through stakeholder alignment, proactive support, and risk mitigation
• Collaborate with Account Partners, Relationship Managers, Technical and Product experts, and other supporting teams to improve customer outcomes
• Represent the customer's voice by providing timely feedback that supports continuous improvements to products and services
• Strengthen customer partnerships, accelerate product adoption, and proactively address churn risks to improve retention and long-term customer value
• Serve as a specialist in the company's SaaS products by providing responsive support, sharing best-practice updates, and helping customers maximize product value
• Manage a centralized inbox of incoming customer requests through Gainsight
• Provide Relationship Managers with proactive updates on customer opportunities and risks identified through product scorecards
• Partner with Product, Marketing, and Sales stakeholders to share customer feedback on product usage and adoption
• Achieve customer adoption, usage, growth, and retention targets
• Align daily responsibilities with the company's purpose and strategy while demonstrating a collaborative, organization-wide mindset
• Stay informed about the Australian real estate market and the company's advertising products
• Maintain daily inbound and outbound phone and video communication with Relationship Managers and customers

About the Client

Our client is a market-leading Australian digital property business that has transformed how millions of people explore, research, and make property decisions. Its flagship platforms attract more than 12 million visits each month across web and mobile, connecting consumers with residential and commercial opportunities. Backed by an ASX-listed global group, it is recognized for innovation, sustainability, award-winning workplace culture, and leadership in property technology across Australia and international markets, while empowering customers through simpler, smarter, and more efficient digital experiences.

Join the Top 1% Talent. A better career. A better life.

Welcome to Emapta Philippines: home to professionals who choose growth, balance, and impact. Recognized as one of HR Asia's Best Companies to Work For in Asia 2025 and winner of Inspiring Workplaces Australasia 2026, Emapta offers more than opportunities -- it provides a career environment where people thrive. Collaborate with global teams, build meaningful expertise, and grow in a culture that prioritizes both performance and well-being.