Remote SMB Customer Success Manager - Growth & Retention

SOCi; Manila, Hinoba-an; On-site; PHP 3,692,000 - 5,538,000; Full time

Benefits offered by this job

Health insurance plans

Dental and vision coverage

Wellness incentives

401(k) plan with employer match

Flexible work environment

Flexible paid time off

Quarterly wellness days

Paid holidays

Career growth and success

Job summary

SOCi is hiring an Associate Customer Success Manager SMB for an on-site role in Manila. You will manage a high-volume portfolio of SMB customers, driving product adoption and engagement while ensuring retention and renewals.

You will work with North American accounts during US business hours and partner with Sales, Product, and Support to deliver value and healthy growth. This role emphasizes operational excellence and scalable customer success practices.

Qualifications

• 3+ years in customer-facing roles (Customer Success, Account Management, Support, or related).
• Ability to manage 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 with cadence-based outreach and success planning.
• Own the customer relationship and act as primary contact for needs and escalations.
• Drive product activation and early adoption.
• Monitor customer health signals and identify churn risks.
• Escalate risks and coordinate resolution with internal teams.
• Own retention activities and support renewal negotiations and contracts.
• Identify and surface expansion opportunities to the Sales growth team.
• Conduct scalable outreach campaigns (email, webinars, digital engagement).
• Document customer interactions and insights in CRM systems.
• Partner cross-functionally with Implementation, Support, Product, and Sales.

Skills

Customer-facing

Written communication

Verbal communication

SaaS basics

Education

Bachelor’s degree in Business/Communications/Marketing

Tools

CRM systems

Customer health tools

Job description

SOCi is hiring an Associate Customer Success Manager SMB for an on-site role in Manila. You will manage a high-volume portfolio of SMB customers, driving product adoption and engagement while ensuring retention and renewals.

You will work with North American accounts during US business hours and partner with Sales, Product, and Support to deliver value and healthy growth. This role emphasizes operational excellence and scalable customer success practices.