Customer Success Manager | Hybrid | Makati | Day Shift | Weekends Off

Emapta; Makati; Hybrid; PHP 600,000 - 1,000,000; Full time

Benefits offered by this job

Day 1 HMO coverage with free dependent

Competitive Salary Package

Day Shift Schedule

Hybrid work arrangement

Prime office location in Makati

Fixed weekends off

Salary Advance Program

Emapta Academy upskilling

24/7 office gym access (Makati/Ortigas

Lifestyle perks and discounts

Employee referral incentives

20 annual leave days (incl. 5 cashable

Mentorship and global exposure

Career growth opportunities

Diverse and supportive environment

Job summary

Emapta, based in Makati, Philippines, is hiring a Customer Success Manager to lead onboarding, product adoption, and client engagement for an Australian HR SaaS client. The role offers hybrid work with 2 days in the office and 3 days at home, focusing on global deployments and long-term growth.

The position emphasizes strong customer-centric delivery, collaboration with international teams, and opportunities for professional development through Emapta Academy and mentorship programs.

Qualifications

• 2+ years in a Customer Success Manager role, SaaS or tech preferred.
• Willingness to travel occasionally for client meetings.
• Flexibility to work outside standard hours for handovers.

Responsibilities

• Lead client onboarding and configure platform for each client.
• Manage end-to-end technical account setup, profiles, permissions, and workflow templates.
• Coordinate platform integrations with clients' ATS and HR tech systems.
• Deliver tailored training sessions for recruiters and HR executives.
• Analyze platform metrics and prepare usage reports for client reviews.
• Strengthen platform adoption and nurture relationships with key stakeholders.

Skills

Customer-centric mindset

Problem-solving

Client onboarding

Product support

Account management

Communication skills

Job description

Lead Global Customer Success Through Innovative HR SaaS Solutions

Help global employers achieve greater value from every HR technology investment. Join Emapta as a Customer Success Manager and lead client onboarding, product adoption, and customer engagement for an innovative Australian SaaS provider. Turn platform insights into stronger retention and business outcomes while gaining international exposure, advanced professional development, hybrid flexibility, and meaningful long-term career opportunities with Emapta's top 1% talent.

Job Overview

• Employment Type: Full-time
• Shift: Day Shift (9:00 AM - 6:00 PM NSW), Weekends Off
• Work Setup: Hybrid, PNB Building, Makati (2 days in the office and 3 days at home)

Exciting Perks Await!

• Day 1 HMO coverage with free dependent
• Competitive Salary Package
• Day Shift Schedule
• Hybrid work arrangement
• Prime office location in Makati (Easy access to MRT stations, restaurants, and banks)
• Fixed weekends off
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit: https://emapta.com/training-calendar/)
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

The Qualifications We Seek

Qualifications & Requirements

• Minimum of 2 years of experience in a Customer Success Manager role, preferably within a SaaS or technology-driven environment
• Flexibility to work occasionally outside standard business hours for prearranged client handovers or team collaboration
• Willingness to travel occasionally for local, regional, interstate, or international client meetings and events

Skills & Competencies

• Strong customer-centric mindset, with a proactive approach to problem-solving and helping clients achieve their business objectives
• Experience in customer success, client onboarding, product support, or account management, preferably within the recruitment technology or HR Software-as-a-Service (SaaS) industry
• Strong technical aptitude, with the ability to understand system functionality, explain product features, and communicate business benefits effectively
• Excellent analytical and problem-solving skills, with strong attention to detail, initiative, creativity, and consistent follow-through
• Excellent written and verbal communication skills across phone, email, and virtual platforms, with the confidence to engage stakeholders at all organizational levels

Your Daily Tasks

Client Onboarding

• Conduct tailored client consultations and questionnaire sessions to identify business requirements and determine appropriate platform configurations.
• Manage end-to-end technical account setup, including the creation of user profiles, configuration of organizational permission groups, and development of workflow templates.
• Coordinate platform integrations with clients' existing Applicant Tracking Systems (ATS) and HR technology platforms, where applicable.
• Deliver structured, interactive training sessions tailored to recruiter administrators, hiring managers, and HR executives.
• Promote platform proficiency, encourage best practices, and build user confidence to accelerate time-to-value.

User Management & Advocacy

• Analyze platform metrics and prepare comprehensive usage reports to support structured, value-focused customer reviews.
• Demonstrate measurable return on investment (ROI), highlight feature adoption trends, and align platform capabilities with clients' evolving organizational objectives.
• Monitor account activity, user login frequency, and feature utilization to assess customer engagement and platform adoption.
• Conduct proactive client outreach, individual check-ins, and customized refresher sessions to address knowledge gaps and re-engage inactive users.
• Strengthen platform adoption across client teams and establish the solution as an essential business tool.
• Cultivate trusted relationships with key decision-makers, platform champions, and power users across client organizations.
• Identify customer success stories and collaborate with Marketing teams to develop case studies, testimonials, online reviews, and industry references.

Product Knowledge & Development

• Monitor technical support trends, manage Level 3 technical escalations to Development teams, and assist with the efficient resolution of online support cases.
• Consolidate client feedback and operational insights to recommend strategic feature enhancements, product fixes, and platform improvements to Sales and Development teams.
• Collaborate with the Channel team to onboard clients onto ATS and HR technology integrations, ensure seamless platform connectivity, and promote cross-system adoption.

Customer Support

• Provide prompt, high-quality technical assistance to candidates, referees, and primary client contacts to ensure seamless platform experiences.
• Resolve logged support cases efficiently, with a target resolution time of two hours.
• Assist Sales teams with client credit top-up orders and related commercial requests.
• Track client contacts who transition to new organizations and identify potential sales opportunities.

Product Adoption

• Expand platform module and feature utilization throughout the customer lifecycle to maximize customer value and account retention.
• Monitor platform usage, conduct periodic customer reviews, and proactively re-engage accounts with declining activity.
• Demonstrate the platform's ongoing business value and identify opportunities for broader feature adoption and integration setup.

About the Client

Our client is an Australian HR technology company specializing in automated reference checks, background screening, employee surveys, and talent intelligence solutions. They provide a cloud-based platform that helps organizations streamline recruitment, verify candidate credentials, and make informed workforce decisions. Through advanced automation, Applicant Tracking System integrations, and data-driven insights, they simplify recruitment workflows and improve hiring efficiency. Their innovative solutions support businesses worldwide in reducing recruitment risks, enhancing candidate experiences, strengthening employee retention, and building trusted, high-performing teams across diverse industries.

Join the Top 1% Talent. A better career. A better life.

Welcome to Emapta Philippines: home to professionals who choose growth, balance, and impact. Recognized as one of HR Asia's Best Companies to Work For in Asia 2026 for the fifth year in a row and winner of Inspiring Workplaces Australasia 2026, Emapta offers more than opportunities -- it provides a career environment where people thrive. Collaborate with global teams, build meaningful expertise, and grow in a culture that prioritizes both performance and well-being.