Customer Success Manager US Shift I Hybrid I Makati

Cloudstaff Philippines Inc.; Makati; On-site; PHP 670,000 - 1,339,000; Full time

Job summary

Cloudstaff Philippines Inc. is seeking a Customer Success Manager to serve a portfolio of medium to large business customers in restaurant, retail, and hospitality sectors.

You will manage onboarding, adoption, renewals, and expansion, ensuring our SaaS and Payroll solutions deliver measurable value to frontline operations and above-store functions. The role focuses on retention, solution adoption, account growth, and high satisfaction in a fast-paced, service-driven environment.

Qualifications

• 3+ years in customer success, account management, or similar SaaS roles.
• Experience with restaurant/retail/hospitality operators.
• Understanding of scheduling, labor, inventory, and compliance in hospitality/retail environments.
• Excellent stakeholder communication and relationship-building across operational and executive levels.
• Proven ability to manage a portfolio of multi-site accounts.
• Proficiency with CRM tools (Salesforce) and collaboration platforms.

Responsibilities

• End-to-End Account Ownership: manage onboarding, training, usage optimization, renewals, and expansion for assigned accounts.
• Retention & growth: build relationships with GMs, Ops Directors, IT leads; mitigate churn and identify upsell opportunities.
• Industry-aligned consultation: advise on labor, scheduling, inventory, compliance using our SaaS platform.
• Solution adoption: ensure deployment and ongoing use of key features across locations.
• Customer health & success plans: develop plans with adoption, ROI, and satisfaction metrics.
• Internal collaboration: partner with Product, Support, Implementation, and Sales to deliver value.

Skills

Customer Success

Account Management

SaaS industry

Relationship-building

Multi-site portfolio management

CRM tools (Salesforce)

Communication skills

Analytical mindset

Education

Bachelor's degree in Business

Bachelor's degree in Hospitality Management

Tools

Salesforce

Outlook

Microsoft Teams

Slack

Job description

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 and Requirements

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).

Perks and Benefits

NA