Digital Success Manager

careers-ideagenen; Philippines; Hybrid; PHP 480,000 - 720,000; Full time

Job summary

Ideagen is seeking a Digital Success Manager based in Clark Freeport Zone, Pampanga, Philippines, to maximize customer value through proactive engagement, data-driven insights, and a customer-first approach. You will own portfolios, drive adoption, run digital engagement programmes, monitor health scores, and work with Sales, Support, and Product teams to reduce churn and identify expansion opportunities.

The role is hybrid, full-time, and requires 2–4 years in SaaS CS with Gainsight/Salesforce

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.
• 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

Communication

Education

Bachelor's degree

Tools

Gainsight

Salesforce

Job description

About Us

Location - Clark Freeport Zone, Pampanga, Philippines

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

Join Ideagen as aDigital Success Manager, helping customers maximize value from our products through proactive engagement, data-driven insights, and a customer-first approach.

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 actionA 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!

#LI-HT1 #LI-Hybrid #LI-Fulltime