Digital Success Manager

Ideagen Plc.; Mabalacat; Hybrid; PHP 900,000 - 1,200,000; Full time

Job summary

Ideagen is seeking a Digital Success Manager to help customers maximize value from our products through proactive engagement, data-driven insights, and a customer-first approach. Location: Clark Freeport Zone, Pampanga, Philippines.

This hybrid, full-time role sits in Customer Success and requires strong SaaS experience. You will own a portfolio of Tail segment accounts, drive product adoption, and orchestrate digital engagement programs.

Qualifications

• 2–4 years of experience in Customer Success, Account Management, or a related SaaS customer-facing role.
• Strong understanding of SaaS customer lifecycle management and digital engagement best practices.
• Hands-on experience with Gainsight and Salesforce (or equivalent CRM/CS platforms).
• Excellent written and verbal communication skills in English.

Responsibilities

• Own and manage a portfolio of Tail segment accounts, driving product adoption, engagement, and retention at scale.
• Execute digital-first customer engagement programs including automated touchpoints, webinars, and email campaigns.
• Monitor customer health scores via Gainsight, identifying at-risk accounts and taking proactive action to mitigate churn.
• Conduct regular account reviews and check-ins to ensure customers are achieving their desired outcomes.
• Collaborate with Sales, Support, and Product teams to resolve customer issues and identify expansion opportunities.
• Log all customer interactions, activities, and health updates accurately in Gainsight and Salesforce.
• Contribute to the development and refinement of digital engagement playbooks and success frameworks.
• Achieve KPIs including GRR, NRR, CSAT, NPS, and product adoption metrics.

Skills

Customer Success

SaaS

Data-driven

English communication

Education

Bachelor's degree in Business/Technology or related field

Tools

Gainsight

Salesforce

Job description

Join Ideagen as a Digital Success Manager, helping customers maximize value from our products through proactive engagement, data-driven insights, and a customer-first approach.
Location: Clark Freeport Zone, Pampanga, Philippines

Department/Function: Customer Success

Working Pattern: Hybrid; Full-time

Salary: This will be discussed at the next stage of the process, if you do have any questions, please feel free to reach out

Key responsibilities

Own and manage a portfolio of Tail segment accounts, driving product adoption, engagement, and retention at scale

Execute digital-first customer engagement programs including automated touchpoints, webinars, and email campaigns

Monitor customer health scores via Gainsight, identifying at‑risk accounts and taking proactive action to mitigate churn

Conduct regular account reviews and check‑ins to ensure customers are achieving their desired outcomes

Collaborate with Sales, Support, and Product teams to resolve customer issues and identify expansion opportunities

Log all customer interactions, activities, and health updates accurately in Gainsight and Salesforce

Contribute to the development and refinement of digital engagement playbooks and success frameworks

Achieve KPIs including GRR, NRR, CSAT, NPS, and product adoption metrics

About you

2–4 years of experience in Customer Success, Account Management, or a related SaaS customer‑facing role

Strong understanding of SaaS customer lifecycle management and digital engagement best practices

Hands‑on experience with Gainsight and Salesforce (or equivalent CRM/CS platforms)

Excellent written and verbal communication skills in English

Ability to manage a large, diverse portfolio with strong prioritization and organizational skills

Data‑driven mindset with the ability to interpret customer health data and take decisive action

A collaborative team player with a customer‑first attitude

Bachelor's degree in Business, Technology, or a related field

About Ideagen

Ideagen is the invisible force behind many things we rely on every day - from keeping airplanes soaring in the sky, to ensuring the food on our tables is safe, to helping doctors and nurses care for the sick. So, when you think of Ideagen, think of it as the silent teammate that's always working behind the scenes to help those people who make our lives safer and better. Everyday millions of people are kept safe using Ideagen software. We have offices all over the world including America, Australia, Malaysia and India with people doing lots of different and exciting jobs.
We’re building a future‑ready team, and AI is part of how we work smarter. If you're curious, adaptable and open to using AI to improve how you work, you’ll thrive at Ideagen!