Night-Shift Customer Success Manager Growth & Renewals

Lofty; Mandaluyong; On-site; PHP 600,000 - 900,000; Full time

Job summary

Lofty is seeking a Customer Success Manager / CSM Agent in a remote role to help customers succeed, engage, and grow their business with Lofty’s SaaS solutions. You will manage post-onboarding accounts, drive product adoption, and support renewals with a customer-centric, sales-minded approach.

You will build strong relationships, identify upsell opportunities, coordinate with Sales, Support, Onboarding, and Product teams, and use CRM tools to keep accurate records and drive expansion ARR.

Qualifications

• 2–4 years of experience in Customer Success, Account Management, Sales, SaaS Support, or Client Success.
• Experience supporting B2B customers, preferably in SaaS, CRM, real estate tech, or similar industries.
• Comfortable with sales conversations, upselling, cross-selling, and value-based customer discussions.
• Strong English communication skills, both written and verbal.
• Able to work night shift and support North American customers.
• Strong follow-through, documentation, and customer relationship management skills.
• Familiarity with tools such as HubSpot, Salesforce, Zendesk, Gainsight, Intercom, or similar platforms is an advantage.

Responsibilities

• Manage assigned customers or pooled customer accounts after onboarding.
• Build strong customer relationships through regular check-ins, calls, emails, and business reviews.
• Understand customer needs, product usage, and business goals.
• Drive product adoption and help customers maximize the value of Lofty’s tools and services.
• Identify upsell, cross-sell, seat expansion, and package upgrade opportunities.
• Support renewal conversations and help reduce churn risks.
• Escalate customer concerns that may affect retention, satisfaction, or account growth.
• Maintain accurate account notes, customer updates, and opportunity tracking in CRM or related tools.
• Work closely with Sales, Support, Onboarding, Product, and RevOps teams to ensure a smooth customer experience.
• Use available tools, data, and AI-enabled workflows to manage customer engagement efficiently.

Skills

Customer success

Account management

Sales

English communication

Tools

HubSpot

Salesforce

Zendesk

Gainsight

Intercom

Job description

Lofty is seeking a Customer Success Manager / CSM Agent in a remote role to help customers succeed, engage, and grow their business with Lofty’s SaaS solutions. You will manage post-onboarding accounts, drive product adoption, and support renewals with a customer-centric, sales-minded approach.

You will build strong relationships, identify upsell opportunities, coordinate with Sales, Support, Onboarding, and Product teams, and use CRM tools to keep accurate records and drive expansion ARR.