Hybrid SaaS Digital Success Lead: Growth & Retention

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

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