Customer Success Manager | Remote

KMC Solutions; Taguig; Hybrid; PHP 670,000 - 1,339,000; Full time

Benefits offered by this job

Fully remote environment

Healthcare coverage

Mental well-being programs

Competitive vacation policy

Inclusive workplace culture

Job summary

KMC Solutions is seeking a Customer Success Manager to join its Global Scaled and Digital Customer Success Team. This remote role focuses on lifecycle engagement, adoption, and renewal readiness for Zoom solutions, acting as a trusted advisor to customers.

Key responsibilities include driving activation, using data signals to reduce churn, and collaborating with Sales and Product teams to maximize value and revenue growth. Equity and inclusion are emphasized in the workplace culture.

Qualifications

• Experience in customer success or lifecycle management.
• Ability to drive adoption and value realization.
• Comfort with data-driven decision making.
• Strong communication and stakeholder management.

Responsibilities

• Engage customers across lifecycle stages to drive adoption and value realization.
• Monitor health metrics and mitigate churn through proactive outreach.
• Collaborate with Sales, Renewals, Product, and Support to deliver seamless customer experiences.
• Synthesize insights into reports and contribute to scalable CS programs.

Skills

Trusted advisor

Data-driven decisions

Cross-functional collaboration

Customer lifecycle management

Job description

Make your next big career move by applying as KMC Solutions' next CUSTOMER SUCESS MANAGER!

We are seeking an exceptional Customer Success Manager to join our Global Scaled and Digital Customer Success Team. This is a pooled, lifecycle-focused Customer Success role designed to scale value delivery, accelerate adoption, and protect revenue through a digital-first and hybrid engagement model. You will deliver consistent, proactive, and scalable engagement tied to achieving customer outcomes that protect and grow the base through onboarding, adoption, and renewal readiness of key Zoom solutions.

Zoom Video Communications is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

On top of your salary, here are the exciting benefits you can look forward to:

• Work Where You Work Best:Thrive in a fully remote environment from your own home office.

• Protect Your Loved Ones:Access comprehensive, top-tier healthcare coverage for you and your dependents.

• Prioritize Your Peace:Take advantage of extensive mental well-being programs designed for you and your family.

• Unplug and Explore:Enjoy a highly competitive vacation policy that gives you the time you need to disconnect.

• Belong From Day One:Step into a workplace culture deeply rooted in empathy, diversity, and genuine inclusion.

The main responsibilities of a CUSTOMER SUCESS MANAGER include:

Customer Engagement & Value Realization

• Serve as the customer's trusted advisor throughout their assigned lifecycle stage, guiding adoption through scalable 1:1, 1:few, and 1:many engagement models.

• Drive activation, adoption, and product stickiness through customer education, digital programs, webinars, and targeted lifecycle motions.

• Support customers across a scaled book of business by combining data signals, playbooks, and structured outreach to influence customer outcomes.

• Facilitate business reviews using data-driven templates to showcase value realization, highlight adoption progress, and align on success metrics with key stakeholders.

• Deliver proactive, outcome-focused guidance that helps customers realize ROI and achieve their business objectives with Zoom solutions.

Risk Management, Growth & Health Monitoring

• Monitor and act on risk and opportunity signals using dashboards, product telemetry, health scores, and automated customer journeys.

• Execute proactive outreach to reduce churn risk, accelerate time-to-value, and create pathways for expansion in partnership with Sales and Renewals teams.

• Develop and implement risk mitigation strategies to address customer concerns, prevent escalation, and protect revenue.

• Deliver clear customer health insights and recommend optimization strategies aligned with business goals and renewal readiness.

• Identify expansion opportunities and collaborate with Sales to drive upsell and cross-sell motions based on customer usage patterns and business needs.

Cross-Functional Collaboration & Orchestration

• Partner closely with Customer Success Managers, Renewals Managers, Product Specialists, Support, Product teams, and Sales to ensure a seamless and cohesive customer experience.

• Provide customer trend insights and data-driven feedback to internal stakeholders to influence product roadmap, digital programs, and scaled CS strategy.

• Collaborate with the broader CS Advisor team to refine playbooks, share best practices, and continuously improve scaled engagement models.

• Act as a liaison between customers and internal teams to ensure customer feedback is captured and actioned appropriately.

Customer Reporting, Insights & Program Optimization

• Synthesize account-level and segment-level insights into digestible reports highlighting progress, adoption blockers, and actionable recommendations for stakeholders.

• Support continuous improvement of digital journeys, customer-facing content, and scalable adoption programs based on customer feedback and performance data.

• Contribute to the development and refinement of scaled CS motions, templates, and enablement materials that drive consistency and efficiency across the team.

• Track and report on key performance indicators (KPIs) including adoption rates, health scores, renewal rates, and customer satisfaction metrics.

It will also be favorable if you are knowledgeable in:

• Additional relevant knowledge or experience related to the above requirements will be considered an advantage.