Portfolio Success Manager

Damstra Technology; Philippines; On-site; PHP 900,000 - 1,300,000; Full time

Benefits offered by this job

Benefits at Ideagen

Job summary

Ideagen is seeking a Portfolio Success Manager in Clark Freeport Zone, Philippines, to manage a CSP portfolio and drive value for strategic customers. You will build trusted relationships with stakeholders up to the C-suite, and lead tailored success plans aligned to business objectives.

Join a hybrid, full-time Customer Success team and collaborate with Sales, Support, and Product to ensure renewal, expansion, and optimal delivery.

Qualifications

• 6–8 years in Customer Success, Account Management, or Professional Services in SaaS.
• Experience managing complex enterprise accounts with retention and growth.
• Ability to engage and influence senior stakeholders.
• Proficiency with Gainsight and Salesforce for strategic planning.
• Strong SaaS metrics knowledge: ARR, GRR, NRR, churn.
• Excellent communication and relationship-building skills.
• Degree in business/technology; MBA preferred.

Responsibilities

• Own a portfolio of CSP accounts and build trusted executive relationships.
• Develop and execute tailored Customer Success Plans aligned to objectives.
• Lead Executive Business Reviews (EBRs) and QBRs with senior stakeholders.
• Monitor account health via Gainsight; identify risks and mitigate.
• Collaborate with Sales to renew, expand, upsell within CSP portfolio.
• Coordinate with Support and Product to ensure delivery and issue resolution.
• Advocate for product improvements based on customer feedback.
• Maintain accurate account records and health updates in Gainsight/SF.
• Contribute to CSP best-practice frameworks.
• Achieve KPIs: GRR, NRR, CSAT, NPS, expansion revenue.

Skills

Customer Success

Account Management

Gainsight

Salesforce

SaaS metrics

Project management

Executive presence

Stakeholder management

Communication skills

Education

Bachelor's degree in business/Technology

MBA (advantage)

Tools

Gainsight

Salesforce

Job description

Portfolio Success Manager

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 at [e-mail]. All matters will be treated with strict confidence.