Digital CS Associate: Scale 200+ Growth Accounts

S27a; Hinoba-an; On-site; PHP 596,000 - 940,000; Full time

Job summary

Kintsugi is seeking a Digital Customer Success Associate to manage a large portfolio of Growth accounts with automation and data-driven processes.

From onboarding handoff onward, you will own 200–250 accounts, drive retention and renewals, monitor health, and coordinate with Sales, Finance, Product/Engineering to resolve issues and scale our digital CS program. You’ll leverage DevRev, HubSpot, Gainsight, ChurnZero, and Jira to optimize processes.

Qualifications

• 1 to 2 years in a customer-facing retention role, ideally managing a high-volume book (100+ accounts).
• A track record of moving retention and renewal numbers, not just reporting on them.
• Comfortable working across several tools at once to manage a large portfolio efficiently.
• Strong English written and verbal communication. Able to turn a technical or product issue into a clear customer conversation.
• A cross-functional collaborator who works well with Sales, Finance, and Product/Engineering to get things resolved.
• A self-starter with a bias for action. Identifies issues and brings them to leadership without waiting to be asked.
• Startup mentality: hungry, resourceful, and moves fast.

Responsibilities

• Own the post-onboarding relationship for 200 to 250 Growth-tier accounts as the customer's main point of contact for account health, retention, and renewal.
• Drive retention and renewal rates across the book. Proactively spot at-risk accounts and step in before they churn, not after.
• Monitor account health using the admin panel and CS tooling: login and usage activity, filing cadence, collected-vs-calculated tax variance, and integration status.
• Validate ongoing account data quality, including addresses, product classification, and integration data flow.
• Act as the escalation point for account issues, pulling in Support, Product, or Engineering when something needs to get fixed at the root.
• Partner cross-functionally with Sales on renewals and expansion, Finance on billing and plan questions, and Product/Engineering on recurring issues affecting the portfolio.
• Surface patterns to leadership, not just individual tickets: recurring product gaps, process breakdowns, and anything that points to a bigger fix.
• Manage a high-volume queue without losing track of individual accounts. Triage and prioritize across the full book every day.
• Keep account records and communication history current across our CS tools to ensure team visibility.
• Help build and refine the playbooks that let one person support 200+ accounts well: health scoring, automated outreach triggers, self-serve content.

Skills

Retention management

Account management

Cross-functional collaboration

English communication

Startup mindset

Data-driven decisions

Tools

DevRev

HubSpot

Gainsight

ChurnZero

Jira

Job description

Kintsugi is seeking a Digital Customer Success Associate to manage a large portfolio of Growth accounts with automation and data-driven processes.

From onboarding handoff onward, you will own 200–250 accounts, drive retention and renewals, monitor health, and coordinate with Sales, Finance, Product/Engineering to resolve issues and scale our digital CS program. You’ll leverage DevRev, HubSpot, Gainsight, ChurnZero, and Jira to optimize processes.