Customer Success Manager US Shift I Hybrid I Makati

Cloudstaff; Makati; Hybrid; PHP 900,000 - 1,500,000; Full time

Job summary

Cloudstaff in Makati is seeking a results-driven Customer Success Manager to shepherd a portfolio of hospitality, restaurant, and retail clients. You will drive onboarding, adoption, renewals, and expansion, ensuring measurable value.

You will partner with product, support, and sales, build health plans, monitor usage, and report on retention metrics. The ideal candidate has SaaS experience, multi-site account management, and strong communication with operations and executives.

Qualifications

• 3+ years in Customer Success or Account Management within SaaS
• Experience serving restaurant groups, retail chains, or hotels
• Strong relationship-building with operational and executive stakeholders
• Proficiency with CRM tools and collaboration platforms (e.g., Outlook, Teams, Slack)

Responsibilities

• Own the full customer lifecycle from onboarding through renewal and expansion
• Maintain relationships with GMs, Ops Directors, IT leads; mitigate churn and identify upsell opportunities
• Advise on operational improvements for hospitality and retail using SaaS platform
• Drive adoption, measure usage, and deliver value through health plans and reviews
• Collaborate with Product, Support, Implementation, and Sales to ensure a seamless experience
• Organize training sessions and enablement resources for frontline teams
• Provide regular business reviews and actionable insights to executives

Skills

Customer Success

Account Management

SaaS

Communication

Stakeholder Management

Data Analysis

Education

Bachelor's degree in Business, Hospitality Management, or related field

Tools

Salesforce

Job description

You will serve as a trusted advisor and strategic partner to a portfolio of medium to large business customers in the restaurant, retail, and hospitality sectors. You will manage the customer journey from onboarding through renewal and expansion, ensuring our SaaS and Payroll solutions deliver measurable value to frontline operations and above-store functions. Your core focus will be on customer retention, solution adoption, account growth, and maintaining high levels of satisfaction within this fast-paced, service-driven industry.

Key Responsibilities:

• End-to-End Account Ownership: Oversee the full customer lifecycle for assigned accounts – onboarding, training, usage optimization, renewals, and expansion – with a hands-on, proactive approach tailored to the nuances of hospitality and retail.
• Retention & Growth: Build and maintain strong relationships with key stakeholders (e.g., GMs, Ops Directors, IT leads), mitigate churn risk, and identify upsell and cross-sell opportunities to support account growth.
• Industry-Aligned Consultation: Understand the operational realities of restaurants, retail chains, and hotels. Offer best practices and strategic insights that help customers optimize labor, scheduling, inventory, compliance, and workforce engagement using our SaaS platform.
• Solution Adoption: Ensure successful deployment and continuous adoption of key features across all customer locations. Leverage product usage data and customer feedback to drive meaningful engagement.
• Customer Health & Success Plans: Develop and maintain success plans tailored to each customer’s business goals, including metrics for adoption, ROI, and satisfaction.
• Internal Collaboration: Partner with Product, Support, Implementation, and Sales to champion the voice of the customer and deliver a seamless, value-driven experience.
• Training & Enablement: Organize training sessions, webinars, and resources to upskill users and drive platform usage, especially with high turnover frontline teams.
• Reporting & Insights: Deliver regular business reviews and performance insights to demonstrate product impact and foster strategic conversations with decision-makers.

Key Metrics:

• Net Revenue Retention (NRR)
• Gross Customer Retention
• Feature Adoption Rates by Site/Brand
• Customer Health Score
• Time to First Value (TTFV)
• Customer Satisfaction (CSAT) & NPS
• Expansion and Upsell Revenue

Qualifications:

• 3+ years of experience in Customer Success, Account Management, or similar client-facing roles within the SaaS industry.
• Experience working with or serving restaurant groups, retail chains, or hotel operators.
• Strong understanding of operational challenges in hospitality and retail, including scheduling, labor management, inventory, and compliance.
• Excellent relationship-building and communication skills with both operational and executive stakeholders.
• Demonstrated success managing a portfolio of multi-site accounts.
• Proficiency in CRM tools (e.g., Salesforce), and communication platforms (e.g., Outlook, Microsoft Teams, Slack).
• Analytical mindset with the ability to derive insights from customer usage data.
• Bachelor's degree in Business, Hospitality Management, or related field (or equivalent experience).

Preferred Qualifications:

• Experience with enterprise SaaS deployment in multi-unit restaurant, hotel, or retail organizations.
• Familiarity with workforce management, POS integrations, or compliance platforms in hospitality/retail tech stacks.
• Customer Success certifications (e.g., SuccessCOACHING, TSIA, or SuccessHACKER).