SaaS Account Manager/Customer Success (English speaking countries)

KANNA; Metro Manila; On-site; PHP 3,762,000 - 5,643,000; Full time

Job summary

Aldagram Co., Ltd. is expanding its global team to lead the Sales for overseas customers in English-speaking markets, including the Philippines. The role focuses on understanding customer operations, guiding the implementation of KANNA, and driving adoption and renewals for a SaaS project management platform.

You will develop strategic relationships, monitor usage, and collaborate with product and marketing teams to deliver a superior customer experience for English-speaking clients worldwide.

Qualifications

• At least 3 years in customer-facing roles (CSM, account mgmt, or sales).
• Strong understanding of customer success principles and data-driven decision-making.
• Excellent communication and relationship-building skills.
• Native English fluency and strong presentation skills.
• Experience with SaaS products and startup environments.
• Experience managing a customer success team.

Responsibilities

• Develop and maintain strategic relationships with customers.
• Guide customers through onboarding, adoption, renewal, and expansion.
• Identify upsell/cross-sell opportunities with the sales team.
• Track usage patterns and address potential issues proactively.
• Collaborate with sales, marketing, and product teams to ensure a seamless customer experience.

Skills

Customer Success

Account Mgmt

SaaS

Data Analysis

English Fluency

CRM Tools

Tools

CRM Systems

Job description

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Aldagram Co., Ltd. (https://aldagram.com/en/) is a leading Japanese startup founded in 2019 with the mission "Unlocking Your Value".

We offer "KANNA," a Software as a Service (SaaS) project management application that revolutionizes productivity, with a particular emphasis on non-desk workers across various industries such as manufacturing, construction, real estate, and more.

Our global expansion journey commenced in July 2022, with a primary focus on the Asian market. We are actively seeking individuals who are passionate about contributing to the South-East Asia growing economy.

English version released in July, Thai version in November, Spanish version in December 2022, and Indonesian version in 2025.

We have already expanded our business to more than 10 countries globally. As Aldagram continues to grow, we are looking for a talent to lead the Sales for our overseas customers in English speaking countries such as Malaysia, Philippines, United Kingdom.

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As a Customer Success Manager (CSM), you’ll be in charge of customers to understand their operations, help them customize KANNA, and work with them to implement KANNA smoothly. You will be accountable for enhancing customer operational efficiency by regularly engaging with customers, providing advice, and tracking customer health scores. Client coverage mainly in English speaking countries.

• Develop and maintain strategic business relationships with our customers.
• Guide customers along their journey to get the most out of their investment in KANNA by advising them through the onboarding, adoption, renewal, and expansion phases of the customer lifecycle
• Identifying opportunities for upselling and cross-selling within our existing customer base, and collaborating with the sales team to capitalize on these opportunities.
• Tracking and analyzing customer usage patterns to identify potential issues and proactively address them.
• Working closely with sales, marketing, and product teams to ensure our customers have a seamless experience with our products and services.
• At least 3 years of experience in a customer-facing role such as Customer Success, Account Management, or Sales.
• Strong understanding of customer success principles and practices.
• Strong analytical skills and experience using data to drive decision-making.
• Excellent communication and relationship building skills.
• Experience working with CRM systems and other customer success tools.
• Experience working with SaaS products or at start-up companies and in-charge of Mid-Enterprise CS role.
• Strong problem-solving skills and the ability to think creatively to resolve customer issues.
• Native English fluency and good presentation skills.
• Experience managing a customer success team.
• Proven track record of improving Enterprise customer satisfaction and loyalty.
• Experience developing and implementing customer success strategies. Strong understanding of sales and marketing principles.