Customer Success Manager (IT Industry)

Micropinnacle Technology Corporation; Philippines; On-site; PHP 600,000 - 900,000; Full time

Job summary

Micropinnacle Technology Corporation is seeking an experienced Customer Success professional in the IT industry. You will own CSPs, onboarding plans, quarterly business reviews, and health-score dashboards to ensure value delivery, renewals, and growth.

You will also develop internal SOPs, journey maps, and reusable templates to drive scalable customer outcomes and cross-functional collaboration across teams.

Qualifications

• Minimum of 5 years of relevant professional experience.
• Proven background in sales, business development, and customer service.
• Strong communication, presentation, and relationship management skills.

Responsibilities

• Develop and maintain CSPs that define objectives, KPIs, actions, and timelines.
• Own and execute customer onboarding plans to enable customers on the product/service.
• Lead QBRs to review progress and align on goals.
• Monitor customer health scores and dashboards to assess engagement, risks, and opportunities.
• Execute renewal and expansion playbooks to manage renewals and upsell opportunities.
• Create and maintain internal process docs, SOPs, and playbooks.
• Design and refine customer journey maps to visualize lifecycle and identify friction points.
• Develop success templates and reusable materials to support engagement and outcomes.

Skills

Customer Success

Sales & Business Development

Communication

Relationship Management

Job description

This role is for those experienced in Customer Success in the IT Industry.

Key Responsibilities

• Develop and maintain Customer Success Plans (CSPs) that clearly define customer objectives, key performance indicators (KPIs), shared action items, and timelines to ensure alignment and achievement of desired outcomes.

• Own and execute customer onboarding plans, outlining the steps, resources, and training required to ensure new customers are successfully implemented and fully enabled on the product or service.

• Lead Quarterly Business Reviews (QBRs) to evaluate progress, address challenges, demonstrate delivered value, and align on future goals and strategies.

• Monitor and manage customer health scores and dashboards, leveraging data-driven insights (often within CRM systems) to assess engagement, sentiment, risks, and growth opportunities.

• Execute renewal and expansion playbooks, proactively managing contract renewals while identifying upsell and cross-sell opportunities.

• Create and maintain internal process documentation, including playbooks and Standard Operating Procedures (SOPs), to ensure consistency, scalability, and operational excellence across the Customer Success team.

• Design and refine customer journey maps that visualize the full customer lifecycle, identify key touchpoints, and surface potential friction points.

• Develop and utilize success templates, including reusable communication materials, reports, training guides, and case studies, to support customer engagement and outcomes.

Qualifications

• Minimum of 5 years of relevant professional experience

• Proven background in sales, business development, and customer service

• Strong communication, presentation, and relationship management skills, with the ability to engage stakeholders at all levels