Global SaaS Customer Success Manager - Adoption & Growth

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

Job summary

Sutherland is seeking a Customer Success Manager to drive adoption and retention for enterprise SaaS clients. Based in Manila/Taguig area, you will own client relationships and coordinate cross-functional teams to ensure success across the customer lifecycle.

You will lead regular business reviews, gather feedback, and champion feature adoption while communicating value and ROI to stakeholders. The role requires strong communication and project management skills and a client-first mindset.

Qualifications

• At least 1 year direct enterprise‑level customer success, consulting or account management experience in SaaS.
• Experience leading meetings and regular cadences, quarterly and annual reviews with customers.
• Bachelor's Degree or equivalent experience in Customer Success, Consulting, or Account Management.

Responsibilities

• Encourage clients to utilize new features that will help them drive their business forward.
• Provide insight and relay customer feedback with internal teams, including Sales, Marketing, Product, Technical Support, Operations, Finance and Engineering.
• Evaluate churn and downsell risk for each customer and proactively address dissatisfaction or feature gaps to drive retention throughout the customer life cycle.
• Develop plans that ensure that clients are successfully adopting our platform that align to their business needs.
• Conduct regular cadences, quarterly and annual customer success reviews to ensure customers get the most value out of their investments.
• Develop customer relationships, by building trust and ensuring the customer’s needs are met.
• Align customers with the enablement resources to drive adoption.

Skills

Verbal and written communication

Client relationship management

Strategic planning

Project management

Education

Bachelor's degree in Customer Success, Consulting, or Account Management

Job description

Sutherland is seeking a Customer Success Manager to drive adoption and retention for enterprise SaaS clients. Based in Manila/Taguig area, you will own client relationships and coordinate cross-functional teams to ensure success across the customer lifecycle.

You will lead regular business reviews, gather feedback, and champion feature adoption while communicating value and ROI to stakeholders. The role requires strong communication and project management skills and a client-first mindset.