Customer Success Manager Associate

Dayforce; Hinoba-an; Hybrid; PHP 300,000 - 540,000; Full time

Job summary

Dayforce is seeking a Customer Success Associate in the Philippines to drive scalable customer engagements and maximize product adoption. The role operates on a rotating schedule with a night shift, supporting customers across digital, 1:1, and webinar formats.

You will leverage Salesforce-like systems and AI-enabled tools to prepare for engagements, identify risks, and realize customer value in a fast-paced SaaS environment.

Qualifications

• 2+ years in a customer-facing role, preferably in Customer Success, SaaS, HR technology, or payroll.
• Bachelor’s degree or equivalent experience.
• Strong written, verbal, and presentation skills.
• Experience with HR/Payroll software and SaaS customer success practices.

Responsibilities

• Deliver proactive and reactive customer success engagements across digital, 1:1, and group formats.
• Respond to inbound requests with timely, accurate guidance and value-focused insights.
• Present webinars and sessions to improve product adoption and customer outcomes.
• Participate in 1:1 calls to resolve issues and provide context for customers.
• Collaborate with internal teams to ensure successful customer outcomes and de-escalate issues.

Skills

Customer Success

SaaS

HR Tech

Payroll

Education

Bachelor's degree

Job description

About the Opportunity

The Customer Success Associate (CSA) delivers scalable customer success engagements that support customer adoption, value realization, and successful business outcomes. This position operates on a rotating schedule that shifts every quarter, starting on the night shift.

What You'll Get to Do

Customer Engagement & Success

• Deliver proactive and reactive customer success engagements across digital, 1, and 1:1 engagement models.
• Respond to inbound customer success requests, providing timely, accurate, and value-focused guidance.
• Deliver webinars and presentations that improve product adoption and customer outcomes.
• Engage in 1:1 customer calls where appropriate to provide context, improve understanding, or resolve issues related to inbound cases.
• Support customer de-escalation and coordinate internal stakeholders to deliver successful customer outcomes.

Adoption & Value Realization

• Help customers maximize value from Dayforce by promoting product adoption and recommended best practices.
• Use customer context and insights from Salesforce, ChurnZero, and other internal systems to prepare for customer engagements.
• Identify customer risks, advocacy opportunities, and potential Value Added Services (VAS) opportunities, referring them to the appropriate teams.

Operational Excellence

• Manage assigned customer engagements and priorities to deliver high-quality outcomes.
• Maintain accurate customer information and engagement activity within Salesforce and ChurnZero, ensuring data integrity and visibility across systems.
• Use Salesforce and ChurnZero to track customer interactions, monitor engagement activity, and support prioritization of customer work.
• Embrace emerging technologies, including AI-enabled tools, to improve productivity, customer preparation, and communication quality.
• Contribute to process improvements, customer success programs, and operational initiatives that enhance the effectiveness of the Customer Success Hub.

Collaboration

• Partner with Customer Success, Sales, Services, Support, Managed Operations, and other internal teams to deliver successful customer outcomes.
• Share customer insights and feedback to improve customer experience and internal processes.
• Build positive relationships with customers while acting as a trusted representative of the Customer Success Hub.
• Contribute to team initiatives that support the continued evolution of the Customer Success function.

Skills and Experience We Value

• 2+ years in a customer-facing role, preferably within Customer Success, Customer Support, SaaS, HR Technology, or Payroll.
• Bachelor's degree or equivalent experience.
• Strong written, verbal, presentation, and customer communication skills.
• Familiarity with HCM/Payroll software and SaaS customer success practices.
• Proven ability to manage multiple priorities in a fast-paced environment.
• Demonstrated AI proficiency, including the ability to use AI-enabled tools to enhance productivity, improve communication quality, and support customer engagement preparation.