Customer Success Manager (On-site, Cebu)

HGS Offshore Staffing Solutions; Cebu City; On-site; PHP 446,000 - 670,000; Full time

Benefits offered by this job

Day 1 HMO

Morning Shift

On-site (1 Nito Tower)

Job summary

HGS Offshore Staffing Solutions in Cebu City is seeking a seasoned Customer Success/Account Manager to nurture key client relationships, drive adoption, and ensure a positive onboarding experience for new customers.

You will engage customers by phone and email, identify upsell opportunities, collaborate with internal teams to resolve issues, and help reduce churn through proactive support. Strong communication and CRM proficiency are essential.

Qualifications

• Three+ years in customer success or related client-facing role.
• Experience managing or supporting a portfolio of customers is desirable.
• Sales or business development experience is a plus.
• Strong communication and relationship-building skills.

Responsibilities

• Manage and develop relationships with assigned portfolio of customers through proactive and regular engagement.
• Support customers throughout their onboarding journey and ensure they have a positive experience from the outset.
• Conduct customer outreach via phone, email and other channels to understand needs, provide support and encourage product adoption.
• Support customer retention initiatives and contribute to reducing customer churn.
• Identify opportunities for account growth, including upselling and cross-selling, and coordinate with internal teams.
• Respond to customer feedback and identify opportunities to improve the customer experience.
• Capture, qualify and manage potential sales opportunities.
• Collaborate with internal teams to resolve customer issues and deliver effective solutions.

Skills

Customer success

Account management

Sales

Communication

Relationship building

CRM experience

Tools

CRM software

Job description

• Day 1 HMO

• Morning Shift

• On-site (1 Nito Tower)

RESPONSIBILITIES

• Manage and develop relationships with assigned portfolio of customers through proactive and regular engagement.

• Support customers throughout their onboarding journey and ensure they have a positive experience from the outset.

• Conduct customer outreach via phone, email and other communication channels to understand needs, provide support and encourage product adoption.

• Support customer retention initiatives and contribute to reducing customer churn.

• Identify opportunities for account growth, including relevant upselling and cross-selling opportunities, and work with internal teams where appropriate.

• Respond to customer feedback and proactively identify opportunities to improve the customer experience.

• Capture, qualify and appropriately manage potential sales opportunities.

• Work collaboratively with internal teams to resolve customer issues and deliver effective solutions.

Experience & Qualifications

• At least three (3) years of experience in customer success, account management, customer service, sales or a related client-facing role.

• Previous experience managing or supporting a portfolio of customers is highly desirable.

• Previous sales or business development experience is an advantage.

• Strong communication and relationship-building skills.

• Comfortable using CRM systems and other customer management tools.