Customer Success Manager

IT BY DESIGN; Philippines; On-site; PHP 700,000 - 1,000,000; Full time

Benefits offered by this job

HMO coverage from Day 1

Pet Insurance

Life Insurance

Night Shift Differential

Holiday Pay

SSS, PhilHealth, Pag-IBIG benefits

Annual Bonus

13th Month Pay

Job summary

IT by Design in the Philippines seeks a Client Success Manager (CSM) for KEY Accounts to manage post-sale relationships, drive product adoption, retention, and upsell opportunities while coordinating with internal teams.

You will build trusted relationships with senior stakeholders, run quarterly business reviews, and ensure high customer satisfaction through proactive support and strategic guidance. The role offers benefits and growth opportunities within a collaborative environment.

Qualifications

• Experience with US Account Management.
• Experience with cross-selling/up-selling.
• Results oriented with good business judgement.
• Problem solver with a proactive attitude.

Responsibilities

• Develop a trusted relationship with key stakeholders and decision makers, understanding customer needs and tracking account activity.
• Facilitate meetings effectively, set clear goals and expectations, and document discussions and next steps.
• Engage cross-functional resources internally and with customer organizations to solve problems.
• Monitor quality of work and identify opportunities for continual improvement.
• Understand and explain features and benefits of the product line as it relates to customer needs.
• Meet or exceed customer expectations by anticipating and resolving issues.
• Assist in knowledge transfer of administrative tasks between customer administrators and internal teams.
• Act as an escalation point and advocate for critical customer issues, collaborating with other departments as needed.
• Prepare customers for quarterly and/or bi-annual business reviews.
• Identify revenue opportunities by proactively contacting clients and developing strong relationships.

Skills

US account management

Cross-selling / up-selling

Results oriented

Problem solving

Job description

The Client Success Manager (CSM) - KEY Accounts role is a client-facing resource for small to midsize accounts delivering account management to the customer after the sales cycle has completed. The role encompasses ongoing support/guidance, business strategy & advice, & overall account portfolio management & oversight. As a customer advocate, CSM is one of the clients' primary points of contact responsible for orchestrating activities within the company to deliver superior client experience. This role focuses on ongoing relationship-building & proactive account management activities, promoting overall customer satisfaction, product adoption, retention & upselling. The role manages diverse, high profile and/or key accounts.

About the Role

The Client Success Manager (CSM) - KEY Accounts role is a client-facing resource for small to midsize accounts delivering account management to the customer after the sales cycle has completed.

Responsibilities

• Develop a trusted relationship with key stakeholders and decision makers, understanding and responding to customer needs, and tracking account activity.
• Facilitate meetings effectively, setting clear goals and expectations, and documenting discussions and next steps.
• Engage cross-functional resources both internally and with customer organizations to solve problems.
• Monitor quality of work and identify opportunities for continual improvement.
• Understand and explain features and benefits of the product line as it relates to customer needs.
• Meet or exceed customer expectations by anticipating and resolving their issues.
• Assist in knowledge transfer of administrative tasks between customer administrators and internal teams.
• Act as an escalation point and advocate for critical customer issues, collaborating with other departments as needed.
• Facilitate & prepare customers for quarterly and/or bi-annual business reviews.
• Identify revenue opportunities by proactively contacting clients on a regular basis and developing strong relationship.

Qualifications

• Experience with US Account Management
• Experience with cross-selling/up-selling
• Results oriented & good business judgement
• Problem solver ("Figure it out" attitude)

Required Skills

• Self-motivation, enthusiasm, and results-focus.
• Flexible, adaptable, and comfortable with ambiguity.
• Negotiating, influencing, and holding to account.
• Pragmatic and solution oriented.
• Committed to high standards and continuous improvement.
• Ability to move between big picture and detail.
• Can quickly establish credibility and respect and build strong working relationships with Department Heads.

Preferred Skills

What does the day in life look like for the Customer Success Manager? You come to work each day in an environment that promotes a community of collaboration and engagement. You work closely with a passionate and positive leadership team that is invested in your success. We work hard and have fun while dreaming big. Our employees have indicated that at IT by Design they will find a home where their passion and career goals finally intersect for them to live a life full of purpose.

Pay range and compensation package

• HMO coverage effective Day 1 of employment with 1 free dependent
• Pet Insurance
• Life Insurance
• Night Shift Differential
• Holiday Pay
• Government-Mandated Benefits - SSS, PhilHealth, and Pag-IBIG
• Annual Performance Review and Bonus
• 13th Month Pay

Equal Opportunity Statement

We are committed to diversity and inclusivity.