Customer Success Manager

Podcast Network Asia; Manila; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

Podcast Network Asia seeks a proactive Customer Success Manager to oversee the health, retention, and satisfaction of podcast shows and brand partners in the Philippines. You will translate performance analytics into actionable strategies, guide onboarding and campaign launches, and align with Sales, Creatives, Production, and Account Management to ensure campaigns run on time and retain clients.

Ideal candidates have 3+ years in customer success or account management within digital media or

Qualifications

• 3+ years of proven experience as a customer success manager, account manager, or client relationship lead in digital media, SaaS, advertising, or agency environments.
• Solid understanding of digital media campaigns, influencer marketing, audio/video distribution, and creator ecosystem dynamics in the Philippines.
• Proficient in interpreting performance metrics (reach, impressions, conversions, retention rates) using Google Workspace, Excel/Google Sheets, and CRM platforms.

Responsibilities

• Account Health & Retention: Act as the main point of contact for key podcast shows and brand clients, conducting regular check-ins, performance reviews, and account health assessments to maintain high retention rates.
• Onboarding & Campaign Launch: Guide newly onboarded podcasters and advertisers through network workflows, show integration setups, and campaign kickoffs to ensure smooth operational handoffs.
• Cross-Functional Alignment: Work closely with the Sales, Creatives, Production, and Account Management teams to ensure client sponsorship deliverables, host-read ads, and show production timelines are hit 100% on schedule.
• Escalation & Issue Resolution: Identify potential delivery bottlenecks, content misalignment, or performance gaps early, implementing swift solution strategies to safeguard client and creator relationships.
• Upsell & Account Expansion: Identify organic opportunities to expand show sponsorships, extend media contracts, or integrate secondary network solutions for existing clients.

Skills

Customer success

Account management

Client relationships

Data analytics

Communication

Problem-solving

Tools

Google Workspace

Excel/Google Sheets

HubSpot

Monday

Trello

Salesforce

Job description

Job Description:

We are looking for a proactive, growth-minded, and relationship-driven Customer Success Manager (CSM) to oversee the health, retention, and satisfaction of our podcast shows and brand partners. In this role, you will be the primary strategic partner ensuring our podcasters and client accounts achieve maximum ROI, smooth campaign executions, and sustained audience growth. You will translate performance analytics into actionable strategies, resolve account bottlenecks, and build long-term retention across our network.

Key Responsibilities:

• Account Health & Retention: Act as the main point of contact for key podcast shows and brand clients, conducting regular check-ins, performance reviews, and account health assessments to maintain high retention rates.
• Onboarding & Campaign Launch: Guide newly onboarded podcasters and advertisers through network workflows, show integration setups, and campaign kickoffs to ensure smooth operational handoffs.
• Cross-Functional Alignment: Work closely with the Sales, Creatives, Production, and Account Management teams to ensure client sponsorship deliverables, host-read ads, and show production timelines are hit 100% on schedule.
• Escalation & Issue Resolution: Identify potential delivery bottlenecks, content misalignment, or performance gaps early, implementing swift solution strategies to safeguard client and creator relationships.
• Upsell & Account Expansion: Identify organic opportunities to expand show sponsorships, extend media contracts, or integrate secondary network solutions for existing clients.

Minimum Qualifications:

• Experience: 3+ years of proven experience as a customer success manager, account manager, or client relationship lead in digital media, SaaS, advertising, or agency environments.
• Media & Creator Literacy: Solid understanding of digital media campaigns, influencer marketing, audio/video distribution, and creator ecosystem dynamics in the Philippines.
• Data & Analytics Skills: Proficient in interpreting performance metrics (reach, impressions, conversions, retention rates) using Google Workspace, Excel/Google Sheets, and CRM platforms (HubSpot, Monday, Trello, or Salesforce).
• Communication & Stakeholder Management: Exceptional verbal and written communication skills with proven experience managing diverse personalities, brand marketers, and high-profile content creators.
• Problem-Solving & Agility: Highly organized with strong prioritization capabilities to handle high-volume account portfolios under fast-paced production deadlines.

Requirements: