Enterprise Customer Success Strategist

Sutherland; Philippines; On-site; PHP 600,000 - 900,000; Full time

Job summary

Sutherland in the Philippines is seeking an experienced Customer Success Manager to guide enterprise customers through adoption of our SaaS platform. You will lead strategic engagements, coordinate with Sales, Product and Support teams, and drive retention by addressing churn risks and feature gaps.

The role requires clear English communication, experience with Salesforce, and proven project management and stakeholder leadership skills in a SaaS environment.

Qualifications

• 2+ years enterprise SaaS customer success or account management experience.
• Experience leading quarterly/annual customer reviews with stakeholders.
• Bachelor’s degree or equivalent in CS, business, or related field.
• Strong English communication and ability to liaise with sales and product teams.

Responsibilities

• Encourage customers to use new features to drive business outcomes.
• Provide insight and relay customer feedback to internal teams (Sales, Marketing, Product, Support, Operations, Finance, Engineering).
• Evaluate churn risk and address dissatisfaction or feature gaps to retain customers.
• Develop plans to ensure successful adoption of our platform aligned to business needs.
• Conduct regular cadences and quarterly/annual reviews to maximize ROI from Ring Central investments.
• Build trustful customer relationships and act as the primary POC within the customer set.
• Coordinate enablement resources to drive platform adoption.

Skills

CSM experience

Salesforce

English proficiency

Strategic planning

Project management

Stakeholder management

Education

Bachelor's degree or equivalent

Tools

Salesforce

Job description

Sutherland in the Philippines is seeking an experienced Customer Success Manager to guide enterprise customers through adoption of our SaaS platform. You will lead strategic engagements, coordinate with Sales, Product and Support teams, and drive retention by addressing churn risks and feature gaps.

The role requires clear English communication, experience with Salesforce, and proven project management and stakeholder leadership skills in a SaaS environment.