Portfolio Success Manager

careers-ideagenen; Philippines; Hybrid; PHP 900,000 - 1,200,000; Full time

Job summary

Ideagen is seeking a Portfolio Success Manager in Clark Freeport Zone, Pampanga, Philippines, for a hybrid, full-time role. You will manage strategic CSP accounts, drive adoption and growth, and coordinate with Sales, Support, and Product to ensure value delivery.

You will lead executive reviews, monitor health metrics using Gainsight and Salesforce, and advocate for product improvements based on feedback. A strong SaaS background and stakeholder management are essential.

Qualifications

• 6–8 years in Customer Success, Account Management, or Professional Services in SaaS.
• Proven managing complex, high-value enterprise accounts with retention and growth.
• Strong executive presence to engage senior stakeholders.
• Deep experience with Gainsight and Salesforce for strategic planning.
• Excellent commercial acumen with SaaS metrics incl. ARR, GRR, NRR, churn.
• Solid project management to juggle priorities and timelines.
• Outstanding communication and relationship-building skills.
• Experience in regulated industries is a strong advantage.
• MBA is advantageous; Bachelor's degree required.

Responsibilities

• Own a portfolio of CSP accounts as primary strategic contact.
• Develop and execute tailored Customer Success Plans.
• Lead EBRs, QBRs, and planning sessions with senior stakeholders.
• Monitor account health via Gainsight, mitigate risks early.
• Collaborate with Sales on renewals, expansions, upsell opportunities.
• Coordinate with Support and Product for delivery and issue resolution.
• Advocate for product changes based on customer feedback.
• Maintain accurate account records, health updates, logs.
• Contribute to CSP best practice frameworks.
• Strive to achieve KPIs like GRR, NRR, CSAT, NPS, expansion revenue.

Skills

Customer Success

Account Management

Gainsight

Salesforce

SaaS

Executive presence

Stakeholder management

Project management

Education

Bachelor's degree in business or related field

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 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.

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!

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.

#LI-HT1 #LI-Hybrid #LI-Fulltime