Job Posting Title Portfolio Success Manager

Ideagen; Mabalacat; On-site; PHP 1,200,000 - 2,400,000; Full time

Job summary

Ideagen is seeking a Portfolio Success Manager to drive value for our CSP customers while expanding adoption and retention. You will own strategic relationships, develop Customer Success Plans, and lead executive reviews to align outcomes with business objectives.

The role requires 6–8 years in Customer Success or related SaaS, strong stakeholder management, and expertise using Gainsight and Salesforce. Hybrid, full-time position based in Clark Freeport Zone, Pampanga.

Qualifications

• 6–8 years in Customer Success, Account Management, or Professional Services within a SaaS environment.
• Experience managing complex, enterprise accounts with retention and growth outcomes.
• Strong executive presence with senior stakeholders.
• Deep experience with Gainsight and Salesforce, including strategic account planning.
• Understanding of SaaS metrics: ARR, GRR, NRR, churn.

Responsibilities

• Own a portfolio of CSP accounts, building trusted relationships with key stakeholders up to C-suite level.
• Develop and execute tailored Customer Success Plans aligned to each customer's objectives.
• Lead EBRs, QBRs, and strategic planning sessions with senior stakeholders.
• Monitor account health via Gainsight, identify risks early and mitigate them.
• Partner with Sales to identify renewal, expansion and upsell opportunities.
• Collaborate with Support and Product to ensure seamless delivery and issue resolution.
• Voice of the customer, advocating for product improvements.
• Maintain comprehensive account records in Gainsight and Salesforce.
• Contribute to CSP best practice frameworks.
• Achieve KPIs including GRR, NRR, CSAT, NPS, and expansion revenue.

Skills

Customer Success

Account Management

SaaS

Executive presence

Gainsight

Salesforce

Project management

Communication

Regulated industries knowledge

MBA (advantage)

Education

Bachelor's degree in business/tech

MBA (advantage)

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 aPortfolio Success Manager and help our most important customers maximize value from our solutions. You'll build trusted relationships, drive adoption, and support customer growth and retention.

Responsibilities

• Own a portfolio of CSP accounts as the primary strategic point of contact, building deep, trusted relationships with key stakeholders up to C-suite level
• Develop and execute tailored Customer Success Plans aligned to each customer's business objectives and desired outcomes
• Lead Executive Business Reviews (EBRs), Quarterly Business Reviews (QBRs), and strategic planning sessions with senior customer stakeholders
• Proactively monitor account health via Gainsight, identifying risks early and executing mitigation strategies
• Partner closely with Sales to identify and progress renewal, expansion, and upsell opportunities within the CSP portfolio
• Collaborate with Support, and Product teams to ensure seamless delivery and issue resolution for CSP accounts
• Act as the voice of the customer internally, advocating for product enhancements based on customer feedback
• Maintain accurate and comprehensive account records, health updates, and activity logs in Gainsight and Salesforce
• Contribute to the development of best practice frameworks for CSP account management
• Consistently achieve KPIs including GRR, NRR, CSAT, NPS, and expansion revenue targets

Skills and Experience

• 6-8 years of experience in Customer Success, Account Management, or Professional Services within a SaaS environment
• Proven experience managing complex, high-value enterprise accounts with demonstrable retention and growth outcomes
• Strong executive presence with the ability to engage and influence senior stakeholders
• Deep experience with Gainsight and Salesforce, including strategic account planning and health management
• Excellent commercial acumen with a strong understanding of SaaS metrics including ARR, GRR, NRR, and churn
• Strong project management capabilities with the ability to manage multiple complex priorities simultaneously
• Outstanding communication, presentation, and relationship-building skills
• Experience in regulated industries (aviation, life sciences, healthcare, or financial services) is a strong advantage
• Bachelor's degree in business, Technology, or a related field; MBA is an advantage

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!