Customer Success Manager

Lofty; Manila; On-site; PHP 420,000 - 600,000; Full time

Job summary

Lofty is seeking a Customer Success Manager / CSM Agent in Manila to help customers succeed, drive product adoption, and grow Lofty usage. You will build strong relationships, conduct regular check-ins, and support renewals.

You will identify upsell opportunities, coordinate with Sales and RevOps, and maintain accurate CRM notes. The role requires 2–4 years in SaaS or CRM (B2B), strong English communication, and night-shift availability to support North American customers.

Qualifications

• 2–4 years in Customer Success, Account Management, Sales, SaaS Support, or related fields.
• Experience supporting B2B SaaS (CRM, real estate tech, or similar) is preferred.
• Comfortable with upselling, cross-selling, and value-based discussions.

Responsibilities

• Manage assigned customer accounts post-onboarding and drive renewal conversations.
• Build relationships through regular check-ins, calls, emails, and business reviews.
• Understand customer goals, product usage, and expansion opportunities.
• Drive product adoption and maximize value of Lofty’s tools.
• Identify upsell, cross-sell, and seat expansion opportunities.
• Escalate issues impacting retention or satisfaction as needed.
• Maintain accurate account notes and opportunity tracking in CRM.

Skills

Customer success

Account management

Sales minded

CRM

English communication

Tools

HubSpot

Salesforce

Zendesk

Gainsight

Intercom

Job description

Job Description:

Description

The Customer Success Manager / CSM Agent is responsible for helping customers succeed, stay engaged, and grow their business with Lofty. This role focuses on building customer relationships, driving product adoption, supporting renewals, and identifying upsell or cross-sell opportunities that contribute to Expansion ARR growth.

Role Overview

The role is ideal for someone who is customer-focused, sales-minded, and comfortable managing conversations that lead to retention, account growth, and long-term customer value.

Key Responsibilities

• Manage assigned customers or pooled customer accounts after onboarding.
• Build strong customer relationships through regular check-ins, calls, emails, and business reviews.
• Understand customer needs, product usage, and business goals.
• Drive product adoption and help customers maximize the value of Lofty’s tools and services.
• Identify upsell, cross-sell, seat expansion, and package upgrade opportunities.
• Support renewal conversations and help reduce churn risks.
• Escalate customer concerns that may affect retention, satisfaction, or account growth.
• Maintain accurate account notes, customer updates, and opportunity tracking in CRM or related tools.

Work closely with Sales, Support, Onboarding, Product, and RevOps teams to ensure a smooth customer experience.

Use available tools, data, and AI-enabled workflows to manage customer engagement efficiently.

Requirements

• At least 2–4 years of experience in Customer Success, Account Management, Sales, SaaS Support, or Client Success.
• Experience supporting B2B customers, preferably in SaaS, CRM, real estate tech, or similar industries.
• Comfortable with sales conversations, upselling, cross-selling, and value-based customer discussions.
• Strong english communication skills, both written and verbal.
• Able to work night shift and support North American customers.
• Strong follow-through, documentation, and customer relationship management skills.
• Familiarity with tools such as HubSpot, Salesforce, Zendesk, Gainsight, Intercom, or similar platforms is an advantage.