Digital Success Manager

Ideagen; Morong; Hybrid; PHP 600,000 - 1,000,000; Full time

Job summary

Ideagen is seeking a Digital Success Manager in a hybrid, full-time role based in the Philippines. You will own a Tail segment portfolio, driving product adoption and retention at scale, and run digital engagement programs using Gainsight and email campaigns.

Collaborating with Sales, Support, and Product teams, you will identify expansion opportunities, log activities in Gainsight and Salesforce, and strive to achieve KPIs such as GRR, NRR, CSAT, and NPS.

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.
• Ability to manage a large, diverse portfolio with strong prioritisation and organisational 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.

Responsibilities

• Own and manage a portfolio of Tail segment accounts, driving product adoption, engagement, and retention at scale
• Execute digital-first customer engagement programmes 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

Account Management

SaaS

Data-driven

English proficiency

Prioritisation

Organisational skills

Team collaboration

Education

Bachelor's degree in Business or Technology

Tools

Gainsight

Salesforce

Job description

Benefits - Benefits At Ideagen

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

About Us

Department - Customer

Function - Customer Success

Working Pattern - Hybrid; Full-time

Benefits - Benefits At Ideagen

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

Responsibilities

• Own and manage a portfolio of Tail segment accounts, driving product adoption, engagement, and retention at scale
• Execute digital-first customer engagement programmes 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 And Experience

• 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 prioritisation and organisational 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!

What is next?

If your application meets the requirements for this role, our Talent Acquisition team will be in touch to guide you through the next steps.

To ensure a flexible and inclusive process, please let us know if you require any reasonable adjustments by contacting us at [e-mail] . All matters will be treated with strict confidence.