Customer Success Manager (Hybrid | NightShift)

Lewis Personnel Management; Metro Manila; Hybrid; PHP 670,000 - 893,000; Full time

Job summary

Lewis Personnel Management is seeking a Customer Success Manager to own a portfolio of mid-market and enterprise accounts. You will lead business reviews, manage at-risk customers, and shape account strategy in partnership with Sales, Product, and Support leadership.

The role emphasizes strategic relationship-building and expansion opportunities. The position is based in Mandaluyong with full onsite work for the first six months, then a hybrid schedule (3 days onsite, 2 days WFH).

Qualifications

• 4+ years in Customer Success or account management with 1–2 years independently managing a book of business.
• B2B SaaS experience, CRM/real estate tech preferred.
• Proven track record of retaining and growing accounts with measurable results.
• Strong executive presence for reviews with senior decision-makers.

Responsibilities

• Own end-to-end relationship for assigned mid-market/enterprise accounts.
• Lead quarterly business reviews with customer stakeholders.
• Build multi-threaded relationships to reduce single-point contact risk.
• Advocate for customers to Product and Engineering.
• Own churn forecasting and mitigation for the portfolio.
• Lead save plays and escalation management for at-risk accounts.
• Collaborate with Support and Product to resolve complex issues.
• Track account health metrics and report to leadership.
• Identify expansion opportunities and build ROI-based cases.
• Present ROI-based business cases for expansion to decision-makers.

Skills

Customer Success

Account Management

B2B SaaS

CRM systems

Executive presence

Renewals & expansions

Cross-functional collaboration

Tools

HubSpot

Salesforce

Gainsight

Intercom

AI tools for CS

Job description

Location: Shaw Boulevard, Mandaluyong
Work Set up: Full Onsite for the first 6 months, then Hybrid (3 days onsite, 2 days WFH)
Night Shift: 9:00 PM–6:00 AM and 10:00 PM–7:00 AM
Salary: ₱60,000–₱80,000/month
Headcount: 2
Interview Process: Initial Interview + Final Interview

About the role

The Customer Success Manager owns a portfolio of the client's higher-value accounts — mid-market teams, brokerages, and multi-seat customers — serving as their primary strategic point of contact from post-onboarding through renewal and expansion. The CSM operates with greater account ownership and decision-making authority: leading business reviews, managing at-risk accounts directly, and shaping account strategy in partnership with Sales, Product, and Support leadership.

Key responsibilities

• Own the end-to-end relationship for an assigned portfolio of mid-market/enterprise accounts
• Lead regular business reviews (QBRs) with customer stakeholders, including brokerage owners and team leads
• Build multi-threaded relationships across each account to reduce single-point-of-contact risk
• Act as the customer's internal advocate, representing their needs to Product and Engineering
• Own churn forecasting and risk mitigation for the assigned portfolio
• Lead save plays and escalation management for at-risk or dissatisfied accounts
• Partner with Support and Product to resolve complex, high-impact customer issues
• Track and report account health metrics (usage, adoption, NPS/CSAT) to leadership
• Identify and lead expansion opportunities (seat growth, upsell, cross-sell) within owned accounts
• Build and present ROI-based business cases for expansion to customer decision-makers

About you

• 4+ years in Customer Success, Account Management, or similar customer-facing roles, including at least 1-2 years independently managing a book of business
• Experience in B2B SaaS, ideally CRM, real estate technology, or a related industry
• Proven track record of retaining and growing accounts, with quantifiable results
• Strong executive presence; able to lead business reviews with owners and senior decision-makers
• Skilled at navigating account risk, negotiating renewals, and building expansion business cases
• Comfortable working night shift and supporting North American customersExperience mentoring or informally leading junior Customer Success team members (preferred)
• Familiarity with HubSpot, Salesforce, Gainsight, Intercom, or similar CS/CRM platforms (preferred)
• Experience using AI tools for account health monitoring, QBR preparation, or customer communication (preferred)

About us

We are a high-growth, global SaaS company serving the residential real estate market. Powered by Agentic AI, our platform helps real estate agents, teams, and brokerages market smarter, respond faster, and close more deals — eliminating the busywork so agents can focus on what they do best: building relationships and growing their business.