Customer Success Manager, Philippines

Leadout Capital; Metro Manila; Hybrid; PHP 600.000 - 1.000.000; Vollzeit

Zusammenfassung

Leadout Capital in Metro Manila is seeking a Customer Success Manager to ensure high-value customers achieve significant ROI with the Signature Success Plan. You will act as an extension of the customer’s workforce, providing guidance and strategic advice to align projects with business priorities.

You will manage stakeholder relationships, oversee all deliverables, monitor adoption, and drive renewal and expansion opportunities while coordinating cross-functional teams to deliver value and

Qualifikationen

• 3+ years in Customer Success, SaaS or related fields.
• Strong consulting skills with ability to drive business value and influence C-level conversations.
• Must have Salesforce product knowledge and ability to discuss implementation and delivery.
• Working knowledge of core Sales Cloud features: Leads, Accounts, Contacts, Opportunities, Forecasts, Reports & Dashboards.
• If not already certified, Salesforce Administrator within 90 days.

Aufgaben

• Serve as the single point of customer accountability for delivery of all Signature deliverables, experience, renewals and expansions.
• Coordinate all deliverables and oversee the Signature lifecycle experience.
• Align business value and technical goals with customer priorities and roadmap.
• Manage relationships with both business and technical stakeholders to ensure success.
• Lead quarterly reviews, identify trends, and provide tailored release recommendations.

Kenntnisse

Consulting skills

Stakeholder management

Communication skills

Sales Cloud knowledge

Lightning Sales Console

Tools

Salesforce

Jobbeschreibung

Role Summary

The Customer Success Manager (CSM) is a versatile expert responsible for ensuring high-value customers who purchase the Signature Success Plan achieve a significant return on their investment with our platform. This role functions as an extension of the customer’s workforce and a trusted advisor, providing guidance and advice to customer organizations. The CSM is responsible for identifying and addressing both technical and business concerns, aligning them strategically with customer priorities, projects, and problems.

Key Responsibilities

Customer Accountability and Value Alignment

• Serve as the single point of customer accountability responsible for the delivery of all Signature deliverables, the overall customer experience, and renewal and expansion.
• Coordinate all deliverables the customer is entitled to, overseeing the experience throughout the Signature lifecycle
• Apply the correct processes to address customer needs and ensure value is delivered through the Signature offer.
• Successfully align with and manage both Business and Technical Stakeholders, focusing on aligning Business Value and Technical Goals to the Signature offer.
• Prioritize the most urgent work activities, organize tasks to avoid missing key steps, and create basic plans to focus time, taking responsibility for assigned tasks.
• Use internal resources to increase effectiveness and rely on managers or mentors for guidance on priority problems.

Strategic Advisory and Stakeholder Management

• Develop and maintain strong relationships at key stakeholder levels, including cultivating executive-level relationships within customer IT and business leadership.
• Act as a trusted advisor by gaining trust through mutual goals, understanding the customer’s business model, and applying proven solutions to their problems.
• Solidify partnership commitments and drive innovation aligned with customers' business challenges.
• Increase customer engagement with products and services and identify major political barriers to customer success.
• Partner with more experienced team members to solve complex problems and develop strategic success plans when needed.

Technical Health, Adoption, and Risk Management

• AI Literacy: Proficiency in using AI agents to automate routine tasks such as meeting summaries, QBR data collection, and initial health monitoring.
• Prompt Engineering Basics: Ability to use natural-language commands to guide AI agents in retrieving accurate customer data and generating first drafts of success plans.
• AI Engagement Monitoring: Using AI-driven sentiment and intent analysis to flag early customer concerns for human intervention.
• Collaborative Learning: Actively seeking out "Agentblazer" training and certifications to stay current on autonomous agent capabilities.
• Learning & Development: Apply product knowledge and expertise to address technical concerns, use this knowledge to ask ** effective diagnosis questions**, and align platform features with customer priorities and roadmaps.
• Proactively monitor and conduct quarterly reviews, identify trends, and provide tailored release recommendations to ensure stability, performance, and feature enhancement.
• Act as the primary point of contact for major incidents, ensuring timely communications and resolution of issues.
• Forge strong multidisciplinary relationships with Sales, Engineering, and Product Management to lead and coordinate customer relationships for success and revenue opportunities.
• Form a clear plan for client engagements, communicate clearly and proactively with collaborators, and keep the customer goal central to decision-making.

Minimum Requirements:

• Experienced business professional, preferably with 3+ years relevant industry expertise in Customer Success, SaaS platform use, or related fields.
• Strong consulting skills and demonstrated ability to drive business value, facilitate discussions, handle objections, and influence C-level conversations.
• Prior experience with Salesforce products is a must (technical implementation & delivery preferred)
• Possess industry-relevant expertise and begin honing skills in a relevant functional area. Should understand the broad impact of the industry on the customer’s business.
• Excellent communication skills to articulate technical issues to diverse audiences and the ability to translate technical concepts into business terms.
• Actively seek out relevant learning activities, approach obstacles as growth opportunities, and seek experienced mentors to accelerate personal development
• Working knowledge of core Sales Cloud features: Leads, Accounts, Contacts, Opportunities, Forecasting, Reports & Dashboards
• Understanding of sales processes (lead-to-cash, opportunity management, pipeline management)
• Familiarity with Sales Cloud automation (workflows, process builder, flows for sales processes)
• Ability to demonstrate Lightning Sales Console and mobile app
• Knowledge of common sales use cases (territory management, lead assignment, opportunity stages)
• If not already certified, Salesforce Certified Administrator within 90 days

Cloud Specific Experience Preferred

• Sales Cloud Consultant certification
• Experience with Sales Cloud features like Einstein Lead Scoring, Opportunity Insights, Activity Capture
• Understanding of how Sales Cloud integrates with marketing automation and service tools

Note: This role is office-flexible, and the expectation is to be in office 3 days per week.

*LI-Y