Customer Success Manager (HCM Transformation)

Darwinbox; Manila; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Darwinbox Manila is seeking a Customer Success Manager (CSM) to help customers realize measurable business value from our HCM transformation platform and safeguard recurring revenue across your portfolio.

You will direct strategic relationships with senior stakeholders, drive adoption, retention, expansion, and customer advocacy, while partnering with Sales, Product, and Delivery to ensure outcomes align with customer goals.

Qualifications

• MBA/PGDM (HR) or relevant work experience after graduation.
• 8+ years of experience in HR transformation & change management/HCM implementation and customer management roles/HR consulting roles.
• Understanding of technology systems; HRMS implementation experience preferred.
• Proficiency in MS Excel, Word and PowerPoint.
• Key behavioural traits: agility, analytical mindset, persistence and adaptability.

Responsibilities

• Develop and execute account success plans aligned with customer goals and priorities.
• Build relationships with executive sponsors, champions and decision-makers.
• Maintain stakeholder maps, risk registers, account plans and growth strategies.
• Understand customer objectives, transformation initiatives, and long-term success measures.
• Serve as the strategic voice of the customer within Darwinbox.
• Help customers maximize adoption across modules and processes.
• Analyze customer health, utilization trends and engagement patterns.
• Identify opportunities to increase platform maturity and business value.
• Lead value realization conversations with customer leadership teams.
• Demonstrate measurable business outcomes and ROI with Darwinbox.
• Develop actionable recommendations to improve customer success outcomes.
• Facilitate QBRs, EBRs and governance meetings.
• Present adoption trends, outcomes, risks, opportunities and recommendations.
• Drive alignment between customer objectives and Darwinbox capabilities.
• Strengthen executive confidence and deepen partnerships.
• Ensure priorities are understood and acted upon internally.

Skills

Client relationship management

Executive stakeholder engagement

Enterprise SaaS account management

Strategic thinking

Cross-functional leadership

Influence without authority

Ownership & accountability

Education

MBA/PGDM (HR) or relevant work experience

Job description

Customer Success Manager (HCM Transformation) Manila, Manila, Philippines 7 - 13 Years Full-time

Job Description

Role : Customer Success Manager (CSM)

Location : Manila, Philippines

About Darwinbox:

Darwinbox is Asia's fastest-growing HR technologyplatform, designing the future of work by building the world's best HR tech,driven by a fierce focus on employee experience and customer success, andcontinuous, iterative innovation. We are the preferred choice of 900+ globalenterprises to manage their 2.5 million+ employees across 116+ countries.

Darwinbox's new-ageHCM suite competes with local as well as global players in the enterprisetechnology space (such as SAP, Oracle, and Workday). The firm has acquirednotable customers ranging from large conglomerates to unicorn start-ups: Nivea,Starbucks, Swiggy, DLF, Crisil, CRED, Vedanta, Mahindra, Glenmark, GokongweiGroup, Mitra Adiperkasa, EFS Facilities Management, VNG Corporation, and manymore.

Our vision of buildinga world-class product company from Asia is backed by marquee global investorslike Microsoft, Salesforce, Sequoia Capital, and Lightspeed Venture Partners.

WhyDarwinbox?

The rate at which ourproduct and market presence are growing is unprecedented. We’re a Rocketship.We’re not planning on slowing down anytime soon. And that’s why we needyou! You’ll experience a culture of:

• Accelerated Growth
• Nurtured Learning
• Life-long Relationships

About the Role

As a Customer Success Manager (CSM), youwill be responsible for helping customers realize measurable business valuefrom Darwinbox while protecting and growing recurring revenue across yourportfolio.

You Will act as a strategic advisor tocustomer stakeholders, driving adoption, retention, executive engagement,expansion opportunities, and customer advocacy. As the primary post-go-liverelationship owner, you will partner closely with cross-functional teams toensure customers achieve their desired business outcomes and maximize the valueof their investment in Darwinbox.

This is a highly strategic, customer-facingrole that combines relationship management, business consulting, growthplanning, and customer outcome leadership.

What You'll Do

Own Customer Success Strategy

• Develop and execute account success plans aligned with customerbusiness goals and priorities.
• Build strong relationships with key stakeholders, executivesponsors, champions, and decision-makers.
• Maintain stakeholder maps, risk registers, account plans, andgrowth strategies.
• Understand customer business objectives, transformationinitiatives, and long-term success measures.
• Serve as the strategic voice of the customer within Darwinbox.
• Help customers maximize adoption across modules, features, andbusiness processes.
• Analyze customer health, utilization trends, and engagementpatterns.
• Identify opportunities to increase platform maturity andbusiness value.
• Lead value realization conversations with customer leadershipteams.
• Demonstrate measurable business outcomes and ROI achievedthrough Darwinbox.
• Develop actionable recommendations that improve customersuccess outcomes.

Lead Executive Engagement & Governance

• Facilitate Quarterly Business Reviews (QBRs), ExecutiveBusiness Reviews (EBRs), and governance meetings.
• Present adoption trends, business outcomes, risks,opportunities, and strategic recommendations.
• Drive alignment between customer objectives and Darwinboxcapabilities.
• Strengthen executive confidence and deepen strategicpartnerships.
• Ensure customer priorities are clearly understood and actedupon internally.

Protect Customer Retention

• Proactively monitor account health and identify early signs ofdissatisfaction or risk.
• Develop and execute retention and recovery plans for at-riskaccounts.
• Coordinate internal stakeholders to address customer concernsand remove blockers.
• Manage relationship escalations and business-criticalsituations.
• Maintain customer confidence during periods of change,disruption, or service challenges.

Drive Growth & Expansion

• Identify opportunities to expand Darwinbox adoption acrossmodules, business units, employee populations, geographies, and new usecases.
• Partner with Sales and Key Account Management teams to developaccount growth strategies.
• Build stakeholder alignment and business cases that supportexpansion opportunities.
• Contribute to expansion pipeline generation and opportunityprogression.
• Support long-term account growth and revenue retentionobjectives.

Build Customer Advocacy

• Develop customer champions and executive sponsors.
• Increase customer participation in reference programs,testimonials, case studies, and advocacy initiatives.
• Drive leadership satisfaction and customer sentimentimprovements.
• Capture and showcase customer success stories and businessoutcomes.
• Help create referenceable customers who actively advocate forDarwinbox.

Orchestrate the Customer Experience

• Serve as the central coordinator for the overall customerexperience.
• Align internal teams including Support, Product, Engineering, Implementation, Payroll, Finance, and Sales around customer priorities.
• Ensure timely visibility and escalation of customer-impactingrisks.
• Drive accountability and follow-through across cross-functionalteams.
• Facilitate clear, proactive, and consistent communication withcustomers.

Influence Product Strategy

• Gather customer feedback, enhancement requests, and marketinsights.
• Identify recurring themes impacting adoption, satisfaction, orbusiness outcomes.
• Communicate customer priorities and business impact to Productand Engineering teams.
• Advocate for improvements that increase customer value andplatform adoption.

Maintain Operational Excellence

• Keep account plans, stakeholder records, health assessments,opportunity tracking, and risk logs current.
• Ensure customer data and activities are accurately maintainedwithin Gainsight and related systems.
• Track governance actions, success plans, and recoveryinitiatives through closure.
• Contribute to process improvements, best practices, andorganizational learning within the Customer Success function.

What Success Looks Like

• Strong customer retention and account health.
• Increased product adoption and value realization.
• Trusted executive relationships across assigned customers.
• Expansion pipeline growth and revenue influence.
• Improved customer advocacy, references, and leadership NPS.
• Consistent delivery of governance, account planning, and riskmanagement activities.
• High-quality customer outcomes that strengthen long-termcustomer partnerships.

What You'll Bring

• Strong customer relationship management and executivestakeholder engagement skills.
• Experience managing enterprise SaaS customers and complexaccount portfolios.
• Ability to translate product adoption and data insights intobusiness value conversations.
• Exceptional communication, presentation, and consulting skills.
• Commercial awareness with the ability to identify growthopportunities.
• Strong problem-solving, strategic thinking, andcross-functional leadership capabilities.
• Ability to influence outcomes without direct authority.
• High ownership, accountability, and customer-centric mindset.

Requirements:

• MBA/PGDM (preferably in HR) or relevantwork experience after graduation.
• 8+ years of experience in HRtransformation & change management/HCM implementation and customermanagement roles / HR consulting roles.
• Understanding of Technology systems. HRMSsystem implementation and understanding would be preferred.
• Good in MS Excel, Word and PowerPoint.
• Key behavioural traits: Agility,Analytical, Persistence and Ability to stretch.