Remote SMB Customer Success Manager

SOCi.ai

Metro Manila

On-site

PHP 2,769,000 - 4,615,000

Full time

14 days+

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Benefits offered by this job

Health insurance

Flexible paid time off

401(k) plan with employer match

Job summary

SOCi is seeking an Associate Customer Success Manager (SMB) to manage a high-volume portfolio of small business customers, focusing on North American accounts and driving product adoption and value realization throughout the post-sale lifecycle.

You will own the customer relationship, monitor health signals, and collaborate with cross-functional teams to reduce churn and identify expansion opportunities. This is a full-time, remote-friendly role with US-standard working hours.

Qualifications

3+ years of experience in customer-facing roles (Customer Success, Account Management, Support, or related field).
Experience managing multiple priorities in a fast-paced environment.
Strong written and verbal communication skills.
Basic understanding of SaaS business models or technology platforms.

Responsibilities

Manage a high-volume portfolio of SMB customers.
Execute the defined customer engagement model, including cadence-based outreach and success planning.
Own the customer relationship and serve as primary contact for all needs and escalations.
Drive product activation and early adoption.
Monitor customer health signals and identify churn risks.
Escalate risks and coordinate issue resolution with internal teams.
Own retention activities and support renewal negotiations and contracts.
Identify expansion opportunities for the Sales growth team.
Conduct scalable outreach campaigns (email, webinars, digital engagement).
Document customer interactions in CRM systems.