Remote Customer Success Manager – Lab SaaS

right fit advisors; Philippines; On-site; PHP 840,000 - 1,119,000; Full time

Job summary

right fit advisors is seeking an experienced Customer Success Manager to oversee a portfolio of 10–15 live laboratory accounts after implementation. You will own customer relationships, day-to-day operations, renewals, escalations, and customer requests while proactively identifying issues before they become major problems.

This fully remote role requires coordinating with lab directors, operations managers, and technical teams and will align with US Central Time business hours.

Qualifications

• 3+ years in Customer Success, Account Management, or a similar B2B SaaS role.
• Excellent communication and relationship-management skills.
• Comfortable discussing technical topics with both technical and non-technical stakeholders.
• Excellent prioritization and escalation-management skills.

Responsibilities

• Manage relationships with lab directors, operations managers, and technical teams.
• Own accounts after implementation handoff.
• Monitor workflows, product usage, support patterns, and customer engagement to identify potential issues early.
• Own customer escalations from initial report through resolution.
• Translate customer needs into clear requirements and prioritize requests with internal teams.
• Manage customer expectations and communicate realistic timelines.
• Support renewals and maintain accurate account documentation.
• Balance customer needs with engineering and support capacity, including saying no when necessary.

Skills

Communication skills

Relationship management

B2B SaaS

Technical aptitude

Prioritization

Job description

right fit advisors is seeking an experienced Customer Success Manager to oversee a portfolio of 10–15 live laboratory accounts after implementation. You will own customer relationships, day-to-day operations, renewals, escalations, and customer requests while proactively identifying issues before they become major problems.

This fully remote role requires coordinating with lab directors, operations managers, and technical teams and will align with US Central Time business hours.