Portfolio Success Manager

Ideagen; Pampanga; On-site; PHP 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Benefits at Ideagen

Job summary

Ideal candidates have 6–8 years in SaaS CS/AM, strong executive presence, and expertise with Gainsight and Salesforce to monitor health and drive outcomes. A customer-first mindset and cross-functional collaboration are essential.

Qualifications

• 6–8 years in Customer Success, Account Management, or Professional Services within a SaaS environment.
• Proven experience managing complex, high-value enterprise accounts with retention and growth.
• Strong executive presence engaging with senior stakeholders.
• Deep experience with Gainsight and Salesforce, including health management and strategic planning.

Responsibilities

• Own a portfolio of CSP accounts and build trusted relationships with key stakeholders up to C-suite level.
• Develop and execute tailored Customer Success Plans aligned to customer objectives.
• Lead EBRs, QBRs and strategic planning with senior customer stakeholders.
• Monitor account health via Gainsight; identify risks and mitigate them.
• Collaborate with Sales to drive renewal, expansion and upsell opportunities.

Skills

SaaS Customer Success

Executive presence

Gainsight

Sales collaboration

ARR/GRR/NRR

Project management

Communication

Regulated industries

Education

Bachelor's degree

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!