SaaS Customer Success & Key Accounts Lead

STOREHUB SDN BHD; Metro Manila; On-site; PHP 900,000 - 1,500,000; Full time

Benefits offered by this job

Apple MacBooks for everyone to help do

Career development and mentorship

Job summary

STOREHUB SDN BHD is seeking a Customer Success Manager to manage a portfolio of merchants, ensuring effective use of the StoreHub platform and maximizing value across accounts.

You will own retention, renewals, and health metrics, drive product adoption, and identify upsell opportunities while coordinating with internal teams to resolve issues and protect revenue. Onsite in Makati with occasional field visits in Metro Manila.

Qualifications

• Account management and customer relationship building across key stakeholders.
• Ownership of renewal pipelines, churn risk, and account health metrics.
• Drive product adoption and value realization with high usage targets.
• Identify upsell opportunities and coordinate expansion across merchants.
• Resolve issues promptly by coordinating with internal teams and escalating where needed.
• Capture merchant feedback to improve product and service delivery.
• Maintain accurate renewal forecasts and opportunity pipelines in internal systems.

Responsibilities

• Manage an assigned list of merchants and build strong relationships with stakeholders.
• Proactively manage churn risk, renewal pipelines, and account health to drive renewal and expansion.
• Drive sustained product usage and value realization with high adoption.
• Identify and support sale of relevant add-ons and expansion opportunities.
• Coordinate with internal teams to resolve merchant issues and blockers.
• Capture feedback and share insights to improve service delivery and product.
• Maintain account plans, renewal forecasts, and risk flags for visibility.

Skills

Account Management

Retention Management

Problem-Solving

Data Analysis

Project Management

Commercial Acumen

Tools

Salesforce

Intercom

Job description

STOREHUB SDN BHD is seeking a Customer Success Manager to manage a portfolio of merchants, ensuring effective use of the StoreHub platform and maximizing value across accounts.

You will own retention, renewals, and health metrics, drive product adoption, and identify upsell opportunities while coordinating with internal teams to resolve issues and protect revenue. Onsite in Makati with occasional field visits in Metro Manila.