Customer Success Manager

Acquire; Pasig; On-site; PHP 1,000,000 - 1,400,000; Full time

Job summary

Acquire in Pasig City is seeking a Customer Success Manager to safeguard client health, drive adoption, and manage renewals across a portfolio of enterprise software clients. You will coordinate with success consultants and account executives to deliver value, gather feedback, and align cross-functional teams on client outcomes.

The role requires strong communication, problem solving, and relationship-building skills with at least 5 years in enterprise software.

Qualifications

• 5+ years of experience in a customer-facing role in enterprise software.
• Familiar with MS Office and/or Google Suite.
• Ability to track and organize action items across 20-30 enterprise software clients.
• Strong communication and relationship-building skills.
• Analytical and process-oriented mindset.

Responsibilities

• Ensure good customer health of client book.
• Execute adoption improvement plans (Onboarding, Web training, Email Campaigns).
• Manage client renewals and schedule stewardship meetings.
• Maintain regular contact with key decision makers and stakeholders.
• Collaborate with success consultants on day-to-day requests and status meetings.
• Articulate client needs and coordinate across the firm to propose solutions.
• Identify upsell and cross-sell opportunities and map stakeholders to personas.
• Partner with Account Executives during Quarterly Business Reviews to create client growth strategy.

Skills

Customer relationships

MS Office / Google Suite

Stakeholder mgmt

Communication

Cross-functional work

Tools

CRM familiarity

Job description

## Customer Success ManagerApplylocations: Pasig Citytime type: Full timeposted on: Posted Yesterdayjob requisition id: R12668We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world! Glimpse into Your New Role • Ensures good customer health of client book • Execute ongoing adoption improvement plans across customers (Onboarding, Web training, Email Campaigns, etc) • Manage client renewals • Maintain regular contact with key decision makers and stakeholders and schedule stewardship meetings as appropriate • Work across the firm to drive resolution of identified issues and escalate issues where appropriate • Ensure customer's desired outcomes are well understood, documented, and monitored • Collaborate with Success Consultant on day to day client requests, including attending status meetings and escalate service issues where appropriate. • Articulate client needs objectives and work across the firm to develop and propose solutions • Recommend and coordinate cross-functional improvements to the Customer Lifecycle • Execute corrective action plans for customers at risk (Stakeholder Interviews, Issue Tracking, etc) • Track results from action plans and follow escalation procedures when appropriate • Identify Upsell and Cross Sell Opportunities • Map customer stakeholders & users to Customer Personas • Partner with Account Executives during Quarterly Business Reviews to create client growth strategy • Feature Request Management • Maintain knowledge of Riskonnect products/services and industry trends What You’ll Bring • 5+ years of Experience in Customer Facing role in the Enterprise Software Industry • Familiar with MS Office and/or Google Suite • Ability track and organize action items across 20-30 enterprise software clients. • Ability to prioritize workload and execute in a fast-paced environment • Ability to build customer relationships using remote communication tools (e.g.: phone, email campaigns, conference calls, web training) • Ability to develop senior level relationships. • Ability to drive insights and adoption recommendations to customers by analyzing customer • Strong empathy for customers and ability to see value through their eyes required • Analytical and Process Oriented Mindset • Ability to communicate clearly and to articulate complex concepts and ideas to customer and executives • Make timely decisions and have sound judgment • 8+ years or Knowledge of the Insurance Industry/SaaS experience