Customer Success Manager - Night Shift (Upsell & Renewals)

Lofty; Mandaluyong; On-site; PHP 670,000 - 1,116,000; Full time

Job summary

Lofty is seeking a Customer Success Manager / CSM Agent to help customers succeed, stay engaged, and grow their business. The role focuses on building relationships, driving product adoption, supporting renewals, and identifying upsell or cross-sell opportunities that contribute to Expansion ARR growth.

The ideal candidate is customer-focused, sales-minded, and comfortable managing conversations that lead to retention, account growth, and long-term customer value.

Qualifications

• 2–4 years of experience in Customer Success, Account Management, Sales, SaaS Support, or Client Success.
• Experience supporting B2B customers, preferably in SaaS, CRM, or related industries.
• Comfortable with sales conversations, upselling, cross-selling, and value-based customer discussions.
• Strong English communication skills, both written and verbal.
• Able to work night shift to support North American customers.
• Strong follow-through, documentation, and CRM hygiene.
• Familiarity with tools such as HubSpot, Salesforce, Zendesk, Gainsight, Intercom is an advantage.

Responsibilities

• Manage assigned customers or pooled customer accounts after onboarding.
• Build strong customer relationships through regular check-ins, calls, emails, and business reviews.
• Understand customer needs, product usage, and business goals.
• Drive product adoption and help customers maximize the value of Lofty’s tools and services.
• Identify upsell, cross-sell, seat expansion, and package upgrade opportunities.
• Support renewal conversations and help reduce churn risks.
• Escalate customer concerns that may affect retention, satisfaction, or account growth.
• Maintain accurate account notes, customer updates, and opportunity tracking in CRM or related tools.
• Work closely with Sales, Support, Onboarding, Product, and RevOps teams to ensure a smooth customer experience.
• Use available tools, data, and AI-enabled workflows to manage customer engagement efficiently.

Skills

Customer-focused

Sales-minded

Account management

Communication skills

Tools

HubSpot

Salesforce

Zendesk

Gainsight

Intercom

Job description

Lofty is seeking a Customer Success Manager / CSM Agent to help customers succeed, stay engaged, and grow their business. The role focuses on building relationships, driving product adoption, supporting renewals, and identifying upsell or cross-sell opportunities that contribute to Expansion ARR growth.

The ideal candidate is customer-focused, sales-minded, and comfortable managing conversations that lead to retention, account growth, and long-term customer value.