Customer Success Manager | Key Account | SaaS

STOREHUB SDN BHD; Metro Manila; On-site; PHP 900,000 - 1,500,000; Full time

Benefits offered by this job

Apple MacBooks for everyone to help do

Career development and mentorship

Job summary

STOREHUB SDN BHD is seeking a Customer Success Manager to manage a portfolio of merchants, ensuring effective use of the StoreHub platform and maximizing value across accounts.

You will own retention, renewals, and health metrics, drive product adoption, and identify upsell opportunities while coordinating with internal teams to resolve issues and protect revenue. Onsite in Makati with occasional field visits in Metro Manila.

Qualifications

• Account management and customer relationship building across key stakeholders.
• Ownership of renewal pipelines, churn risk, and account health metrics.
• Drive product adoption and value realization with high usage targets.
• Identify upsell opportunities and coordinate expansion across merchants.
• Resolve issues promptly by coordinating with internal teams and escalating where needed.
• Capture merchant feedback to improve product and service delivery.
• Maintain accurate renewal forecasts and opportunity pipelines in internal systems.

Responsibilities

• Manage an assigned list of merchants and build strong relationships with stakeholders.
• Proactively manage churn risk, renewal pipelines, and account health to drive renewal and expansion.
• Drive sustained product usage and value realization with high adoption.
• Identify and support sale of relevant add-ons and expansion opportunities.
• Coordinate with internal teams to resolve merchant issues and blockers.
• Capture feedback and share insights to improve service delivery and product.
• Maintain account plans, renewal forecasts, and risk flags for visibility.

Skills

Account Management

Retention Management

Problem-Solving

Data Analysis

Project Management

Commercial Acumen

Tools

Salesforce

Intercom

Job description

Customer Success Manager | Key Account | SaaS

Are you driven, results-oriented and a team player?

With 20,000+ retailers and restaurants in over 15 countries, StoreHub is on a mission to enable everyone, big or small, to build successful businesses.

At StoreHub, we’re building a dream team whereby all of your colleagues are extraordinary at what they do and are highly effective collaborators.

It is in such a team that you learn the most, perform your best work, improve the fastest, and have the most fun.

If this is a journey you’d like to embark on, keep reading!

In the Customer SuccessManagerrole, you’d be responsible for ensuring customers are using the StoreHub platform effectively and maximising on our robust features to guarantee they get the most value.

You don’t need to be an expert or know everything about our industry (even we don’t!). But the work is challenging, fast paced, and always on the bleeding edge. So, we’re looking for someone with a curious mind, a strong drive to make things happen, and a passion to keep improving yourself.

What you will do:

Account Management: Manage an assigned list of merchants and build strong, trust-based relationships with key stakeholders across each account.

Retention Ownership: Proactively manage churn risk, renewal pipelines, and account health to help deliver 85% renewal rate, 85% annualized GRR, and 105% annualized NRR across the managed accounts.

Product Adoption: Drive sustained usage and value realization, with the expectation of maintaining 95% active product adoption among managed merchants.

Upselling and Expansion: Identify, position, and support the sale of relevant add-ons and expansion opportunities, including payment terminals, membership, additional licenses, and other value-adding solutions.

Issue Resolution and Escalation Management: Act promptly on merchant concerns by coordinating with internal teams, removing blockers, and escalating critical issues where needed to protect the relationship and revenue.

Customer Advocacy: Capture merchant feedback and share actionable insights with internal teams to improve product, service delivery, and overall customer experience.

Data and Portfolio Management: Maintain accurate account plans, renewal forecasts, opportunity pipelines, and risk flags in internal systems to ensure proper visibility, accountability, and follow-through

How you will need to be:

Account Management & Customer Relationships: Build strong relationships and drive long-term customer success.

Retention & Renewal Management: Monitor account health, reduce churn risk, and protect recurring revenue.

Problem-Solving & Escalation: Identify issues, coordinate internal teams, and resolve friction while maintaining trust.

Data Analysis & Reporting: Analyze customer data and metrics to inform strategic recommendations.

Accounts / Project Management: Organize and manage multiple merchants, priorities, and deadlines effectively.

Commercial Acumen: Identify upsell opportunities and translate merchant needs into revenue.

Open to working onsite in Makati and occasional field visit within Metro Manila

Nice to have:

Technical Proficiency: Knowledge of SaaS platforms, CRM tools, and support software (e.g., Salesforce, Intercom).

Industry Experience: Background in POS, SaaS, or retail technology environments.

What makes working at StoreHub awesome (and refreshing!):

Our people - for real!StoreHubbers are some of the smartest and most interesting people you can work with. Expect to do a lot of peer-learning.

Culture of Candour.We embrace directness, hate bureaucracy, and move fast. If you're tired of 'corporate nonsense' you'll feel right at home.

Cutting edge tools.If something can be automated, we'll make it happen. You will be introduced to many different tools we use that support everyday tasks, so that we can focus our minds on the kind of work that matters.

Impact not just effort.We recognize that results are not tied to the number of hours worked. There's no reward for long hours with poor results and no penalty for leaving on time if your work is excellent. To be great, most of us have to put in considerable effort, but we don't measure contribution by hard work or long hours.

CHANGE.Our core values are super important to us. The more you resonate with them, the more you'll find yourself a good fit.

Communicate for Clarity

Humble and Hungry

Authentic but not an *sshole

Nimble and Quick

Growth Mindset

Efficiency and Excellence

We do have all the other cool perks too:

Apple MacBooks for everyone to help you do your best work

Career development and mentorship

Cutting edge tools. You will be introduced to over 20 different tools we use that support basic tasks, so that we can focus our minds on the kind of work that matters.