Customer Success Manager-Enterprise

MyPass; Cebu City; On-site; USD 25,000 - 40,000; Full time

Job summary

A leading company is seeking an Enterprise Customer Success Manager who will serve as a strategic partner to key enterprise clients. This role focuses on driving business outcomes by cultivating strong stakeholder relationships, providing data-driven insights, and optimizing customer engagement. The ideal candidate will have a solid background in customer success management, with strong analytical skills and the ability to influence business strategies effectively. Candidates should be enthusiastic about delivering exceptional value and results for clients.

Qualifications

• Proven experience in enterprise customer success or account management.
• Deep understanding of customer success best practices.
• Ability to engage and influence senior stakeholders.

Responsibilities

• Drive customer alignment with MyPass solutions and objectives.
• Conduct high-level training and support for new platform users.
• Analyze customer data to identify opportunities for improvement.

Skills

Analytical skills

Problem-solving

Communication

Strategic thinking

Customer-centric mindset

Education

Bachelor's Degree

Tools

CRM tools

Data analysis tools

Job description

This is an Individual Contributor role.

Position Purpose Statement

As an Enterprise Customer Success Manager, you will be a strategic partner to a portfolio of key enterprise clients, driving significant business outcomes through the MyPass platform. You will be responsible for cultivating deep relationships with senior stakeholders, understanding their strategic objectives, and aligning our solutions to achieve their business goals. This involves delivering proactive, data-driven insights, fostering industry best practices, and ensuring exceptional customer value realisation, retention, and expansion.

Your Day to Day:

• Strategic Customer Success & Retention:

• Serve as a trusted advisor and strategic partner to key enterprise customers, driving alignment between their business objectives and MyPass solutions.

• Support the creation and ongoing execution of customer success plans for each assigned customer, focusing on achieving their desired business outcomes and maximising ROI.

• Proactively engage with customers and key stakeholders through regular business reviews and ongoing communication to understand their evolving needs and priorities.

• Provide thought leadership and industry insights to customers, helping them optimise their workforce management and credentialing strategies.

• Identify and mitigate potential risks to customer retention and proactively develop solutions to address them.

• Drive renewal processes for assigned accounts, ensuring timely renewals and minimising churn.

• Analyse customer data and platform usage to identify trends, opportunities, and areas for improvement, and translate these insights into actionable recommendations for the customer.

• Foster a strong sense of customer advocacy by soliciting feedback, capturing success stories, and developing case studies.

• Adoption & Value Realisation:

• Ensure seamless onboarding and adoption of the MyPass platform by new enterprise customers, working closely with the implementation team.

• Provide guidance and best practices to customers to drive optimal platform utilisation, compliance, and value realisation.

• Conduct high-level training and workshops for customer teams, focusing on advanced platform features and strategic use cases.

• Monitor customer engagement and platform usage data to identify opportunities to drive further value and proactively address any adoption challenges.

• Develop and deliver tailored success strategies based on customer segmentation, industry benchmarks, and best practices.

• Renewals & Expansion:

• Own the renewal process for assigned enterprise accounts, proactively engaging with customers to secure timely renewals and maximise retention rates.

• Identify and pursue expansion opportunities within existing customer accounts, including upsells, cross-sells, and new use cases.

• Collaborate closely with Sales and Marketing to align on account strategies, identify expansion opportunities, and generate high-quality leads.

• Develop and present compelling business cases to customers to support expansion proposals.

• Customer Advocacy & Community Building:

• Cultivate strong relationships with customer advocates and leverage them for referrals, testimonials, case studies, and participation in industry events.

• Facilitate connections between customers to foster a sense of community and knowledge sharing.

• Act as the voice of the customer within MyPass, providing valuable feedback to product, engineering, and other internal teams to drive product improvements and innovation.

Our Ideal MyPasser:

• Proven experience in an enterprise customer success, strategic account management, or consulting role, ideally within a SaaS or technology-driven environment.

• Demonstrated ability to manage a portfolio of enterprise clients, build strong relationships with senior stakeholders, and influence decision-making.

• Deep understanding of customer success best practices, methodologies, and tools.

• Strong business acumen and the ability to understand complex business challenges and align technology solutions to achieve strategic objectives.

• Exceptional analytical and problem-solving skills, with the ability to analyse customer data, identify trends, and develop data-driven insights and recommendations.

• Excellent communication, presentation, and interpersonal skills, with the ability to articulate complex concepts clearly and concisely to both technical and non-technical audiences.

• Proven ability to conduct strategic business reviews, executive briefings, and other high-level customer meetings.

• Strong industry knowledge and the ability to speak credibly about industry trends, challenges, and best practices (specific industry experience relevant to MyPass is a plus).

• Proficiency in CRM tools (e.g., Salesforce, HubSpot), customer success platforms, and data analysis tools (e.g., Excel, Google Sheets).

• A proactive, customer-centric mindset with a passion for driving customer success and delivering exceptional value.

• Ability to work cross-functionally with sales, marketing, product, and engineering teams to achieve customer and business objectives.

• Strong curiosity and eagerness to stay updated with customer success best practices, emerging technologies, and industry trends.

Measures of Success:

• Retention & Renewals

• Renewal Rate: 100% Percentage of customers renewing their contracts.

• Net Revenue Retention (NRR)

• Customer Engagement & Adoption

• Platform Usage Metrics: % of active users and log-in frequency.

• Customer Health Score: A scoring system (low/medium/high) based on engagement, product usage, and support tickets.

• Strategic Impact & Value Delivery

• Achievement of Customer Business Outcomes: Measurement of how well the customer has achieved their stated objectives.

• Value Delivered Metrics: Quantifiable measures of the value delivered to the customer (e.g., cost savings, efficiency gains, risk reduction).

• Customer Satisfaction & Advocacy

• Participation in Net Promoter Score (NPS) for allocated customers.

• Customer Testimonials & Case Studies: Number of customer success stories secured.

• Expansion & Growth Contribution

• Leads generated from existing customers.

• Customer Advocacy Metrics: Number of referrals, community engagement, and participation in case studies or events.

• Operational Efficiency & Process Improvement

• Time to Value (TTV): How quickly new customers realize value from the platform.

• CRM Data Accuracy & Utilisation: Quality and completeness of customer data in HubSpot.

Development Objectives:

• 0-3 Months

• Engage proactively with customers via calls, emails, and screen-sharing sessions to drive feature adoption and ensure Time to Value (TTV) is minimised.

• Develop strong relationships with the Activation, Strategic Accounts, and Support/Operations teams to ensure smooth onboarding and issue resolution.

• Deepen product expertise to provide proactive guidance, training, and insights, helping customers maximise platform value.

• Track early engagement indicators (e.g., Product Adoption Rate, GPI, Customer Health Score) to flag at-risk accounts,

• 3-6 Months

• Conduct high-impact training and product demos that drive increased feature usage and platform adoption metrics.

• Identify growth opportunities by tracking upsell and cross-sell potential through customer engagement and usage data.

• Foster strong, lasting relationships through regular check-ins.

• Encourage customer advocacy, leveraging NPS promoters to generate referrals, testimonials, and case studies.

• Analyse NPS and customer feedback, implementing insights to improve customer experience and reduce churn risk.

• 6 – 12 Months

• Cultivate product advocates and leverage them for referrals, case studies, and testimonials to enhance the company’s reputation and growth.

• Own contract management for non-strategic accounts, ensuring smooth renewals and long-term customer retention.