Customer Success Manager | Work From Home | Night Shift

Cloudstaff Philippines Inc.; Makati; Remote; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Health insurance

Flexible leave credits

Career advancement

PC/Laptop provided

Fiber internet connection

Mental wellness program

Referral incentives

Employee Share Units

Job summary

Cloudstaff Philippines Inc. is seeking a Customer Success Manager to partner with labs, manage portfolios, and drive satisfaction. The role focuses on ensuring smooth handoffs from Implementation, conducting regular reviews, and translating client needs into actionable requirements for the development team.

You will handle escalations, balance multiple accounts, and maintain clear communication to build trust and long-term relationships with healthcare/lab clients.

Qualifications

• 3+ years in Customer Success or a similar client-facing role in B2B software.
• Ability to explain technical concepts clearly to non-technical people.
• Comfortable managing multiple accounts with competing priorities.
• Stays calm when customers are upset and avoids over-promising.

Responsibilities

• Serve as primary contact for labs after handoff from Implementation, coordinating with directors and staff.
• Run regular business reviews for major accounts and maintain lighter touch for others.
• Translate lab requests into clear requirements with business analysts for development.
• Own escalations from report to resolution with realistic timelines.

Skills

Customer Success

Account management

Multi-account handling

Communication

Calm demeanor

Expectation setting

Job description

We’re Hiring: Customer Success Manager

Looking for a role that fosters collaboration, creativity and career growth in a vibrant office environment? We got you covered! Join our team at Cloudstaff, the #1 workplace everywhere! Think you qualify for the role?

Role

Customer Success Manager

Work Arrangement

Work from Home

Location

Philippines - Makati, Ortigas, Pampanga

Schedule

Night Shift

Job description

What You’ll Own

The relationship

• Serve as the primary contact for your labs after handoff from Implementation, working withlab directors, operations managers, and technical staff.
• Run a regular cadence appropriate to the account: business reviews for your largest labs, a lighter touch for the rest.
• Know each lab’s workflow, test menu, and interfaces well enough to have a useful conversation without pulling in an engineer.
• Take a clean handoff from the Implementation Manager and hold them to it, includingopen items, workarounds, and context.

Escalations

• Own customer escalations from first report to resolution, including telling the customer what is actually happeningand when it will be fixed.
• Set expectations you can keep. A realistic date the customer doesn’t like beats an optimistic one you miss.

Managing internal demand

• Translate customer requests into clear requirements with the business analysts who write them up for the development team.
• Filter and prioritize. Not every request can be met right away, and part of your job is making that call rather than passing everything through.
• Watch how much engineering and support time each lab consumes, and flag accounts where the pattern isn’t sustainable. Keep account records current so anyone can pick up the account cold.

Qualifications and requirements

What We’re Looking For

• 3+ years in Customer Success, Account Management or a similar customer-facing role in B2B software.
• You can explain technical concepts clearly to people who are not technical, andhold your own in a conversation with people who are.
• Comfortable managing multiple accounts with competing priorities without dropping things.
• You stay calm when a customer is upset, and you don’t over-promise to make a hard conversation easier.
• Willing to say no and explain why. Being liked is not the same as being trusted.

Nice to Have

• Experience with EMR, LIS, RCM or other healthcare software.
• Experience working in or with a clinical laboratory.
• Familiarity with HL7, ASTM, FHIR or instrument interfacing.

How We’ll Measure Success

• You have the trust of the customer and escalationsareresolved withoutleadershipbeing pulled in.
• Engineering and support hours per account trending down as you get closer to your labs.
• Issues are surfacedearly, not discovered late.

Non-negotiable skills and requirements

• 3+ years in Customer Success, Account Management or a similar customer-facing role in B2B software.
• You can explain technical concepts clearly to people who are not technical, andhold your own in a conversation with people who are.
• Comfortable managing multiple accounts with competing priorities without dropping things.
• You stay calm when a customer is upset, and you don’t over-promise to make a hard conversation easier.
• Willing to say no and explain why. Being liked is not the same as being trusted.

Perks & Benefits (Work From Home)

• Comprehensive health and life insurance on your 16th day of employment, covering 1 free dependent on the 16th day of employment
• Flexible leave credits which may be used for vacation, emergency and sick leaves
• Quarterly perks boxes for WFH staff, offering groceries and snacks to keep you fueledSuperb and exciting Mid-Year Parties – with items to give away and cash prizes!
• Endless opportunities for career advancement
• Annual Performance Review with Salary Increase
• We set you up for success with a company-provided PC/Laptop and fiber internet connection
• Tech-on-wheels Support
• Participate and join our CS Social Clubs and Special Interest Groups to connect with colleagues
• International career growth and connections
• Unlimited cash incentives for hired referrals
• Mental Wellness Employee Assistance program through Lifeworks
• In-house psychiatrist available to support employees' well-being
• Become part of the Employee Share Units program
• Cloudstaff Dream Points - To be used for bidding useful items like appliances, kitchenettes etc.

Cloudstaff : Build Your Career, Anywhere

Established in 2005, Cloudstaff is a leading outsourcing company that empowers businesses to thrive through smarter talent solutions. We're passionate about creating a work environment that fosters your professional growth and overall well-being.

Why Cloudstaff is the #1 Workplace?

• Award-winning Culture: We're committed to building the #1 Workplace Everywhere, with a proven track record of staff engagement initiatives and industry recognition
• Invest in You: We support your development through comprehensive training programs, mentoring and opportunities for career advancement
• Thrive as an Individual: We offer a strong work-life balance with flexible schedules, meaningful perks and a collaborative team environment.