Portfolio Success Manager

Ideagen Plc.; Mabalacat; Hybrid; PHP 1,500,000 - 2,100,000; Full time

Job summary

Ideagen is seeking a Portfolio Success Manager in the Clark Freeport Zone, Pampanga, Philippines. You will own a CSP portfolio, build trusted relationships up to C-suite, and drive adoption and renewal opportunities in a hybrid, full-time role.

You will lead executive reviews, monitor health in Gainsight and Salesforce, collaborate with Sales and Support, and contribute to best-practice CSP frameworks while targeting key metrics like GRR, NRR, CSAT, and NPS.

Qualifications

• Experience in Customer Success, Account Management, or Professional Services in SaaS.
• Proven ability to manage complex enterprise accounts with growth outcomes.
• Strong executive presence and stakeholder influence.
• Experience with Gainsight and Salesforce for health management and planning.
• Solid commercial understanding of SaaS metrics (ARR, GRR, NRR, churn).

Responsibilities

• Own a portfolio of CSP accounts as the primary strategic contact.
• Develop and execute tailored Customer Success Plans for each customer.
• Lead EBRs and QBRs with senior customer stakeholders.
• Monitor account health via Gainsight and mitigate risks.
• Collaborate with Sales for renewals, expansion, and upsell opportunities.
• Coordinate with Support and Product to ensure delivery and resolution.
• Advocate for product enhancements based on customer feedback.
• Maintain accurate records in Gainsight and Salesforce.
• Contribute to CSP account management frameworks.
• Achieve KPIs including GRR, NRR, CSAT, NPS, and expansion revenue.

Skills

Gainsight

Salesforce

Enterprise account management

SaaS metrics (ARR, GRR, NRR, churn)

Project management

Relationship building

Executive stakeholder engagement

Education

Bachelor's degree

Tools

Gainsight

Salesforce

Job description

Join Ideagen as a Portfolio 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.

Location: Clark Freeport Zone, Pampanga, Philippines

Department/Function: Customer Success

Working Pattern - Hybrid; Full-time

Key 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

About you

• Relevant 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

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!

What is next?

If your application meets the requirements for this role, our Talent Acquisition team will be in touch to guide you through the next steps.

To ensure a flexible and inclusive process, please let us know if you require any reasonable adjustments by contacting us [e-mail] . All matters will be treated with strict confidence.