Customer Success Manager

MicroSourcing; Manila; On-site; PHP 892,800 - 1,004,400; Full time

Benefits offered by this job

Healthcare coverage on day one

Paid time‑off with cash conversion

Group life insurance

Performance bonuses

Flexible work arrangements

Career advancement opportunities

Inclusive team culture

Job summary

MicroSourcing is seeking a Customer Success Manager in Metro Manila for a full-time remote role. You will onboard and guide a diverse client base, ensuring successful adoption and ongoing value realization from our SaaS solutions.

You will drive onboarding sessions, monitor engagement, and collaborate with Account Management to secure renewals and upsell opportunities. English proficiency and a collaborative mindset are essential.

Qualifications

• 2–3 years SaaS customer success experience in a fast-paced environment.
• Excellent communication and empathy to build trust with customers.
• Experience leveraging AI tools to analyze customer data and derive insights.
• Ability to conduct deep discovery to uncover unmet needs and translate into value-driven opportunities.
• Collaborative mindset to work with cross-functional teams and drive retention and growth.

Responsibilities

• Assist customers onboarding smoothly and adopt tools, including API and CRM integrations.
• Deliver high-quality, scalable service to support account health, retention, and growth.
• Lead onboarding sessions, including launch planning, training, and integration setup.
• Drive product adoption through tailored consultations and training.
• Encourage use of self-service resources like help centers and webinars.
• Collaborate with Account Management to inform renewal strategies and identify upsell opportunities.
• Monitor customer engagement using platforms like Planhat, Salesforce, and Gong.

Skills

SaaS Customer Success

Onboarding

Account Management

Communication

Empathy

AI data analysis

Problem solving

Discovery skills

Cross-functional collaboration

English proficiency

Tools

Planhat

Salesforce

Gong

Job description

Job Title

Customer Success Manager

Location & Compensation

• Metro Manila, Philippines
• Full-Time
• Remote
• 80,000 - 90,000 PHP / month

Job Summary

As a Customer Success Manager, you will play a key role in driving success and growth for a diverse range of clients by delivering high-impact service in a scalable, pooled support model. At the heart of your work is engaging with customers, guiding them through onboarding and workflow consultations, and empowering them to fully unlock the value of their investment.

Responsibilities

• Provide responsive and strategic support to help customers onboard smoothly and adopt powerful tools, including a strong understanding of APIs and CRM integrations
• Be measured by your ability to deliver high-quality, scalable service while contributing to the overall health, retention, and growth of the accounts you support
• Lead personalized onboarding sessions, including launch planning, training, and integration setup, ensuring customers get started successfully
• Proactively drive product adoption through tailored consultations, product updates, and hands‑on training
• Promote customer education by encouraging the use of self‑service resources such as help centers, public training sessions, and webinars
• Partner closely with Account Management by sharing insights that inform renewal strategies, uncover upsell opportunities, and support expansion plans
• Leverage data from platforms like Planhat, Salesforce, and Gong to monitor customer engagement and identify accounts needing additional support

Qualifications

• 2–3 years of SaaS customer success experience, managing high volumes of customer interactions in a fast‑paced environment
• Organized and able to manage multiple priorities in a pooled support model
• Growth mindset, open to feedback, adaptable, and committed to continuous learning
• Agile and resourceful, maintaining strong customer outcomes while adapting quickly
• Strong communication and empathy, building trust and lasting relationships
• Experience leveraging AI tools to analyze customer data, automate tasks, and improve communication and strategic insights
• Solution‑oriented, proactive in identifying root causes and delivering effective solutions to complex problems
• Ability to conduct deep discovery to uncover unmet needs and translate them into value‑driven opportunities and pipeline
• Collaborative mindset working effectively with cross‑functional teams to drive retention and growth
• Positive team player contributing to a supportive and engaging team environment
• Excellent verbal and written English communication skills
• Additional language skills are a plus for supporting a global customer base

Benefits

• Competitive compensation above market rate
• Healthcare coverage on day one for you and your dependents
• Paid time‑off with cash conversion
• Group life insurance
• Performance bonuses
• Flexible work arrangements promoting work‑life harmony
• Opportunities for continuous learning and career advancement
• Inclusive team culture celebrating diversity and inclusion

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines. MicroSourcing firmly believes that our company's strength lies in our people’s diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds.

Equal Opportunity Statement

MicroSourcing is an equal opportunity employer. We are committed to building an inclusive workplace that celebrates the unique contributions of every individual.