Digital Customer Success Manager

Francisco Partners; Manila; On-site; PHP 600,000 - 800,000; Full time

Benefits offered by this job

HMO Coverage

15 paid leave days

Fixed night shift schedule (Mon-Fri 10

Company sponsored volunteer hours

Employee Resource Groups

Job summary

Payscale Manila offers a hybrid work model and seeks a Customer Success professional to support our SMB and Mid-Market clients post-sale, driving adoption and value realization. You will interact with customers via email and Zoom, becoming a product and compensation expert to foster loyalty.

Join a cross-functional team that collaborates with onboarding, support, and renewal managers to ensure customers gain maximum value from Payscale solutions and data.

Qualifications

• Experience in Customer Success, Account Management, or Customer Support.
• Strong communication, negotiation, and de-escalation skills.
• Curiosity and willingness to learn and adapt.
• Familiarity with CRM systems such as Salesforce and Gainsight.

Responsibilities

• Act as part of the Digital Customer Success team to support Payscale's largest and highest volume customer base.
• Work post-sale through renewal to drive product adoption and value realization in collaboration with onboarding, support, and renewal teams.
• Provide product and compensation expertise to ensure customer loyalty.
• Respond to high volume inbound customer requests via email and Zoom calls.
• Leverage Gainsight to set follow-up tasks and manage next steps.
• Meet internally to voice the customer and align with Product and Support teams.

Skills

Customer Success

Account Management

CRM

Communication

Negotiation

De-escalation

Gainsight

Salesforce

Tools

Salesforce

Gainsight

Job description

About Payscale

Payscale is the pioneer of compensation intelligence, helping organizations make smarter pay decisions that drive business performance. For more than 20 years, Payscale has combined trusted market data with AI-powered technology to deliver actionable insights that turn pay from a cost into a catalyst for growth. The Payscale Intelligence Cloud portfolio of solutions — Ascent, JobNav, and Paycycle — empower top companies and businesses like Cintas, Leidos, Chipotle, Ohio State University, and TJX Companies.

Create confidence in your compensation. Payscale.

To learn more, visit www.payscale.com.

Job Summary

PayScale's Customer Success team helps our customers utilize our products, services, and data to develop better pay strategies for their organizations. Our Customer Experience teams (Customer Success Management, Implementation, Professional Services, Customer Programs, Customer Support, and Customer Operations) work cross-functionally not only to ensure a seamless customer lifecycle, but also to help them reach their business goals, proving the return on investment of their PayScale solution(s).

What You'll Do

• Act as part of the Digital Customer Success team to support PayScale's largest and highest volume customer base (our SMB and Mid-Market customers).

• Work when post-sale through renewal to drive product adoption and value realization. Partner closely with all other post-sales customer experience teams (onboarding, support, and renewal managers) to ensure customer is getting value from Payscale products.

• Act as a product and a compensation expert for our customers, providing best practices to ensure customer loyalty.

• Respond to high volume of inbound customer requests to help better utilize their account and subscription.

• In this role, you will be working with customers via email and Zoom calls.

• Leverage Gainsight technology to set follow up tasks and manage next steps.

• Meet internally to act as 'voice of the customer' with our Product, Support, and other teams across the business.

• This role does not handle a dedicated book of business, but instead works within a team serving our Digital Customers.

What We're Looking For

• Experience in Customer Success, Account Management, or Customer Support

• Strong communication, negotiation, and de-escalation skills

• Those who are most successful in this role have a high degree of curiosity and a willingness to stretch, learn, develop, and (at times) be uncomfortable.

• Familiarity with CRM and Customer Success systems like Salesforce and Gainsight.

Location

Payscale Manila has an employee centric hybrid model that provides you the flexibility to do your best work in a space that supports you, while also finding time to collaborate in person in our office for the moments that matter.

In our hybrid model, employees can work from the location that works best for them when our team is not scheduled to be in the office.

When you work from home, we recommend ensuring that you can meet the following technology, equipment and workspace requirements:

• High-Speed Internet - A stable broadband or fiber connection (satellite is highly discouraged) with a minimum speed of 100 Mbps in a dedicated workspace that has a reliable Wi‑Fi signal.

• Device for Multifactor Authentication (MFA/2FA) - smartphone, tablet, etc.

Payscale has employees across the US, Canada, UK, The Philippines and Romania however we are currently unable to hire in the Quebec Province, Northern Ireland, and Hawaii.

Benefits and Perks

All around awesome culture where together we strive to live our 5 values:

• Data informed decision making.

• Customer first. Always.

• Succeed together.

• Relentless about results. Obsessed with excellence.

• Lead the change. Shape the standard.

An open and inclusive environment where you’ll learn and grow through programs and resources like:

• Monthly company All Hands meetings

• Regular opportunities for executive leadership exposure through things like AMAs

• Access to continued learning & development opportunities

• Our commitment to a continuous feedback culture which allows us to drive performance and career growth

• A growing network of Employee Resource Groups

• Company sponsored volunteer hours

• And more!

Our more standard benefits

• Paid Philippine Regular holidays + 1 additional Payscale holiday (Global Mental Health Day)

• 15 paid days of additional leave, credited up front upon regularization and refreshed annually. Unused leave are monetized.

• HMO Coverage +1 dependent

• Fixed work schedule, Monday through Friday 10pm-7am Manila

Equal Opportunity Employer

We embrace equal employment opportunity. Payscale is committed to a policy of equal employment opportunity for all applicants and employees. It is our policy that employees will not be subjected to unlawful discrimination on the basis of race, color, religion, sex, age, national origin, or ancestry, physical or mental disability, veteran or military status, marital status, sexual orientation, political ideology, and any other basis protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including but not limited to: recruitment, hiring, transfers, promotions, training, discipline, termination, compensation and benefits, performance appraisals, education, and social and recreational programs.

Fraud Alert

Payscale values security and privacy. During your job application and interview process, we will never ask for your personal banking or financial information, social security number, or other sensitive information, if you are unsure if a message is from Payscale, please email [e-mail].