Customer Success Manager – Renewals (Manager, 11 Direct Reports)

Virtua Solutions Outsourcing; Taguig; On-site; PHP 914,000 - 1,095,000; Full time

Job summary

Confidential - Global SaaS Company in Taguig is seeking a Customer Success Manager - Renewals (Manager) to lead a high-volume renewal portfolio and a team of 11 CS associates. You will own renewals forecasting, reporting, and cross-functional collaboration.

The role requires 3-5+ years of leadership in a global CS/renewals environment, strong analytics, and hands-on Salesforce/Gainsight experience. Office-based, Tue-Sat schedule in BGC.

Qualifications

• 3-5+ years managing large customer-facing teams in a global setting.
• Direct experience leading a renewal, CS, or account management team handling millions in ARR and thousands of contracts annually.
• Strong analytical skills: KPIs, forecasting, SLA performance.
• Hands-on with Salesforce; CS platform experience (Planhat, Gainsight, etc.) preferred.
• Excellent leadership, coaching, and communication skills.
• Able to work on-site in BGC on the Tuesday-to-Saturday schedule.

Responsibilities

• Manage and coach Customer Success Associates (currently 11, growing to 10-15+).
• Oversee the end-to-end renewal process for high-volume accounts.
• Own forecasting, pipeline reviews, and reporting to senior leadership.
• Track and improve renewal rate, on-time renewals, and past-due renewals.
• Identify at-risk accounts and run SAVE plays and escalations.
• Handle workload balancing, account allocation, hiring, and onboarding.
• Collaborate with Sales, Finance, Operations, and Product.

Skills

Leadership

Team management

Forecasting

Data analysis

Salesforce

Planhat

Gainsight

Communication

Tools

Salesforce

Planhat

Gainsight

Job description

Title: Customer Success Manager - Renewals (Manager, 11 Direct Reports)

Company: Confidential - Global SaaS Company
Work location: BGC, Taguig City (office-based)
Schedule: Tuesday to Saturday, 6:00 AM - 3:00 PM PHT
Salary: Up to PHP 90,000 per month | Employment type: Full-time

The opportunity

Lead a global renewals organization responsible for a $12M ARR business and 4,400+ renewal contracts per year, managing 11 Customer Success Associates. You'll be accountable for renewal performance, forecast accuracy, and team results, with room to grow into larger scope as the business scales.

Your responsibilities

• Manage and coach Customer Success Associates (currently 11, growing to 10-15+)

• Oversee the end-to-end renewal process for high-volume accounts

• Own forecasting, pipeline reviews, and reporting to senior leadership

• Track and improve renewal rate, on-time renewals, and past-due renewals

• Identify at-risk accounts and run SAVE plays and escalations

• Handle workload balancing, account allocation, hiring, and onboarding

• Collaborate with Sales, Finance, Operations, and Product

Requirements

• 3-5+ years managing large customer-facing teams in a global setting

• Direct experience leading a renewal, CS, or account management team handling millions in ARR and thousands of contracts annually

• Strong analytical skills: KPIs, forecasting, SLA performance

• Hands-on with Salesforce; CS platform experience (Planhat, Gainsight, etc.) preferred

• Excellent leadership, coaching, and communication skills

• Able to work on-site in BGC on the Tuesday-to-Saturday schedule