Remote SaaS Customer Success Manager – Digital Adoption

Penbrothers International; Philippines; Remote; PHP 700,000 - 1,000,000; Full time

Benefits offered by this job

Meaningful work & Growth

Global reach & local impact

Work from home

Job summary

Penbrothers International (Philippines) is seeking a Customer Success Manager, Digital to proactively engage existing customers, drive product adoption, and maximize value from our client solutions. You will use a consultative, customer‑first approach with proactive outreach to identify needs and coordinate with product education resources.

You will manage the engagement from initial outreach through meetings, follow-ups, and internal handoffs, maintaining records in Salesforce and Gainsight

Qualifications

• Bachelor’s degree required.
• 3–5 years in SaaS Customer Success, digital engagement, account management, or similar roles.
• Confident in outbound calls, securing meetings, and handling objections.
• Strong discovery skills: goals, adoption, challenges, next steps.
• Excellent English communication and virtual meeting facilitation.
• Ability to build rapport with diverse customer stakeholders.
• Organized with strong prioritization and follow-through.

Responsibilities

• Conduct proactive outreach via phone, email, and structured follow-ups.
• Prioritize engagement based on product adoption and lifecycle stages.
• Lead adoption check-ins to understand goals, usage, and satisfaction.
• Identify signs of low adoption or risk and coordinate health assessments.
• Educate customers on features, releases, and best practices.
• Encourage participation in webinars and training sessions.
• Coordinate requests with product, support, implementation, training, and commercial teams.
• Document outcomes, owners, deadlines, and ensure timely handoffs.
• Maintain accurate engagement records in Salesforce and Gainsight.
• Identify expansion opportunities and share insights with Account Management or Sales.
• Provide customer feedback to improve education and engagement strategies.

Skills

Outbound calls

Customer discovery

English communication

Virtual meetings

Stakeholder rapport

Education

Bachelor's degree

Tools

Salesforce

Gainsight

Zendesk

Confluence

Job description

Penbrothers International (Philippines) is seeking a Customer Success Manager, Digital to proactively engage existing customers, drive product adoption, and maximize value from our client solutions. You will use a consultative, customer‑first approach with proactive outreach to identify needs and coordinate with product education resources.

You will manage the engagement from initial outreach through meetings, follow-ups, and internal handoffs, maintaining records in Salesforce and Gainsight