Enterprise Customer Success Manager (Hybrid)

Sprout Solutions; Mandaluyong; Hybrid; PHP 700,000 - 1,200,000; Full time

Job summary

Sprout Solutions is seeking an Enterprise Customer Success Manager to ensure our largest clients realize value from their investment. You will manage initiatives around product adoption and operational excellence while building executive relationships with client stakeholders.

You will handle account plans, engage cross-functionally, identify churn risks, and explore upsell opportunities, leveraging product knowledge to align with client processes and industry trends.

Qualifications

• 3-5 years with account management/customer success experience in handling enterprise accounts.
• Has experience in the tech industry.
• 30% remote work (face to face client meetings included).
• Preferably has experience working in SaaS companies.
• Preferably has some experience in HR & Payroll.

Responsibilities

• Account plan execution with deep understanding of the client’s strategic priorities and goals.
• Proactively identify performance gaps and other risks of churn.
• Increase account value through upsells and network expansion.
• Strong engagement with internal and external stakeholders across projects.
• Leverage technology and industry knowledge to advise on system usage and best practices.

Skills

Enterprise account mgmt

Customer success

Tech industry experience

SaaS

HR & Payroll

Stakeholder management

Cross-functional collaboration

Job description

MAIN AREA OF RESPONSIBILITY

As an Enterprise Customer Success Manager, your responsibility is to ensure our largest and most strategic clients realize the full value of their investment with Sprout. Your primary role is to ensure clients’ success by managing program initiatives around product adoption/maximization and operational excellence. Alongside this, establish executive relationships with all of the account’s stakeholders.

• Should gain deep understanding of the client’s strategic priorities, goals and key business objectives of each department level
• Proactively identify performance gaps and other risks of churn
• Increase account value through upsells and network expansion

DIRECTLY REPORTS TO

Head of Customer Success Management

MAIN AREA OF RESPONSIBILITY

As an Enterprise Customer Success Manager, your responsibility is to ensure our largest and most strategic clients realize the full value of their investment with Sprout. Your primary role is to ensure clients’ success by managing program initiatives around product adoption/maximization and operational excellence. Alongside this, establish executive relationships with all of the account’s stakeholders.

TASKS

Account Plan Execution

• Should gain deep understanding of the client’s strategic priorities, goals and key business objectives of each department level
• Proactively identify performance gaps and other risks of churn
• Increase account value through upsells and network expansion

Strong engagement with internal and external stakeholders

• Manage cross-functional relationships with different client and Sprout stakeholders to execute account projects

Leverage Technology And Industry Experience

• Must have excellent product knowledge to be able to recommend best practices on system usage/configuration to complement client’s business processes
• Must study industry specific to clients to be able to understand trends and best practices to achieve process excellence

QUALIFICATIONS | COMPETENCIES

• 3-5 years with account management/customer success experience in handling enterprise accounts
• Has experience in the tech industry
• 30% remote work (face to face client meetings included)
• Preferably has experience working in SaaS companies
• Preferably has some experience in HR & Payroll.