Digital Customer Success Manager

Penbrothers International; Philippines; Remote; PHP 446,000 - 893,000; Full time

Benefits offered by this job

Remote-friendly work

Job summary

Penbrothers International seeks a Customer Success Manager, Digital to proactively engage existing customers, drive product adoption, and maximize value from SaaS solutions.

Using a consultative, customer-first approach, you will coordinate with product, support, implementation, and sales teams to address adoption challenges, and document outcomes in Salesforce and Gainsight.

Qualifications

• 3-5 years in SaaS Customer Success or related role.
• Outbound calls, securing meetings, handling objections professionally.
• Strong customer discovery: goals, adoption, challenges, and next steps.
• Excellent English communication and virtual meeting facilitation.
• Experience with multiple customer engagements and tools.

Responsibilities

• Conduct proactive outreach via phone and personalized emails with structured follow-ups.
• Prioritize customer engagement based on adoption, lifecycle, and campaigns.
• Schedule and lead customer adoption check-ins to understand goals and usage.
• Identify signs of low adoption or risk and coordinate health assessments.
• Educate customers on product features, releases, and best practices.
• Encourage participation in webinars, training, and education events.
• Coordinate requests with product, support, implementation, training, and sales teams.
• Document outcomes, owners, and deadlines; ensure timely handoffs.
• Maintain accurate engagement records in Salesforce and Gainsight.
• Identify expansion opportunities and share with Account Management/Sales.
• Share feedback to improve education and engagement strategies.

Skills

SaaS Customer Success

Outbound calls

Customer discovery

English communication

Relationship building

Organizational skills

Salesforce

Gainsight

Zendesk familiarity

Confluence familiarity

Webinar tools

Metrics-driven

Tools

Salesforce

Gainsight

Zendesk

Confluence

Webinar tools

Job description

About Penbrothers

Penbrothers is an HR & remote talent management partner and one of the fastest-growing companies in the Philippines. We provide talented Filipinos with global opportunities in high-growth startups and dynamic companies, from the comfort of their own homes.

About the Client

Our client is a global SaaS organization that delivers innovative, people-focused solutions designed to simplify expense, invoice, and travel management. With a fast-growing footprint and a mission to make work more human, they empower finance teams and employees through intuitive, policy-compliant software trusted by thousands of businesses worldwide.

About the Role

As a Customer Success Manager, Digital, you will proactively engage existing customers to drive product adoption, help them realize more value from their solutions, and strengthen customer engagement. You will use a consultative, customer-first approach combined with proactive outreach to identify customer needs, address adoption challenges, and connect customers with relevant product education and resources. You will manage the engagement process from initial outreach through customer meetings, follow-ups, and coordinated internal handoffs.

What you’ll do

• Conduct proactive customer outreach through phone calls, personalized emails, and structured follow-up sequences.
• Prioritize customer engagement based on product adoption, lifecycle stages, engagement history, and targeted campaigns.
• Schedule and lead customer adoption check-ins to understand goals, usage, satisfaction, and potential barriers.
• Identify signs of low product adoption, disengagement, or customer risk, and coordinate appropriate health assessments.
• Educate customers on product features, new releases, best practices, and relevant digital programs.
• Encourage participation in webinars, product training, and customer education events.
• Identify customer needs and coordinate requests with internal product, support, implementation, training, and commercial teams.
• Document meeting outcomes, action items, owners, and deadlines while ensuring timely follow-ups and handoffs.
• Maintain accurate customer engagement records, adoption findings, and next steps in Salesforce and Gainsight.
• Identify potential expansion opportunities and share qualified insights with Account Management or Sales.
• Share customer feedback and recurring challenges to improve product education and engagement strategies.
• Manage a high-volume workload while meeting outreach, engagement, and follow-through goals.

What You Bring

• 3-5 years of experience in SaaS Customer Success, digital engagement, account management, or a related customer-facing role.
• Confidence in conducting outbound calls, securing customer meetings, and handling initial objections professionally.
• Strong customer discovery skills, including understanding customer goals, product adoption, challenges, and next steps.
• Excellent English communication skills and virtual meeting facilitation abilities.
• The ability to build rapport with diverse customer stakeholders.
• Strong organizational, prioritization, and follow-through skills across multiple customer engagements.
• An understanding of SaaS adoption, customer health indicators, product education, and value realization.
• Experience with Salesforce and Gainsight is preferred; familiarity with Zendesk, Confluence, and webinar tools is an advantage.
• A collaborative, metrics-driven mindset and experience working toward outreach and customer engagement targets.

Our Hiring Process & AI Disclaimer:

We use AI tools to streamline our application process—including an initial conversation with an AI Interviewer. All hiring decisions are made entirely by humans: our Talent Acquisition team guides your full candidate journey and makes all evaluation decisions.

You are welcome to use AI for CV refinement and research, but real-time AI assistance during interviews or skill assessments is strictly prohibited to ensure an authentic evaluation.

Read our full AI Disclaimer to learn more

What You’ll Get

At Penbrothers, we are obsessed with creating positive employee experiences. Here you’ll find an environment that nurtures learning and provides opportunities for growth. You’ll have the opportunity to make an impact on fast-growing startups and dynamic companies.

• Meaningful work & Growth: We take every opportunity to stretch ourselves and deliver an excellent client experience.
• Employee as our biggest asset: We are genuinely invested in our people’s career and welfare.
• Global reach & local impact: Get to work with high-growth startups and dynamic companies from the comfort of your own home.
• Powering global startups: We'll created 1,400 jobs in the philippines that empower global start-ups to focus on growth.