Customer Success Specialist | Hybrid | Makati |

Concentrix Philippines; Makati; On-site; PHP 600,000 - 900,000; Full time

Job summary

Concentrix Philippines is seeking a results-driven Customer Success Manager to partner with customers across industries, guiding onboarding, adoption, and renewal strategies.

You will own relationships, drive value, monitor health metrics, and collaborate with Sales, Support, and Product to reduce churn and expand opportunities.

Qualifications

• Minimum 3+ years in Account Management or Customer Success.
• Experience in SaaS or B2B environments preferred.
• Excellent communication and interpersonal skills.
• Strong problem-solving, time management and organization.
• Familiarity with Salesforce, Gainsight or HubSpot.

Responsibilities

• Manage customer relationships and drive onboarding, adoption and renewal strategies.
• Collaborate with Sales, Renewals, Support and Finance to reduce churn and identify expansion opportunities.
• Monitor customer health metrics and drive value realization through QBRs.
• Capture customer feedback and relay insights to Product and cross-functional teams.
• Maintain accurate customer data in CRM and coordinate cross-functionally.

Skills

Account Management

Customer Success

SaaS

B2B

Communication

Problem-solving

Time management

Organization

Tools

Salesforce

Gainsight

HubSpot

Job description

Responsibilities

• Work with the customers across industries, functions, and stages of their customer journey in both time-bound 1:1 and scaled manners

• Drive customer outcomes and value via time-bound engagements by consulting on change management, leading design workshops, and storytelling through business reviews.

• Empower customers to become self-sufficient champions, solving for their immediate needs while focusing on their long term success, value realization, and retention.

• Co-create strategies and plays with your Scaled CS team to drive the broadest engagement across our customer base, most meaningful engagement tactics, and best adoption and retention results.

• Act as a cross-functional superstar: Proactively partner with Sales and Renewals to flag at risk accounts, provide customer insights, and highlight expansion opportunities and retention risks.

• Liaise with Support and Finance to help quarterback resolutions for customer issues.

• Serve as the voice of your customers cross-functionally, providing feedback to the Product team and broader business.

• Develop strong relationships with assigned customers, acting as their main point of contact.

• Guide customers through onboarding, training, and product adoption.

• Monitor customer health and proactively address concerns to reduce churn.

• Drive product usage through best practice sharing and strategic guidance.

• Partner with Sales and Support teams to identify expansion opportunities.

• Maintain customer data and interactions in CRM (e.g., Salesforce).

• Analyze customer metrics and create quarterly business reviews (QBRs).

About you:

• 3+ years demonstrated success in an Account Management or Customer Success role

• Experience working in a SaaS or B2B environment is strongly preferred.

• Excellent communication and interpersonal skills.

• Strong problem-solving, time management, and organizational abilities.

• Familiarity with tools like Salesforce, Gainsight, or HubSpot.

• Solid communicator: Able to communicate confidently & concisely through call, via email, over the phone, with all audiences (from cross-functional team to customer Executives)