SaaS Digital Success Lead

Ideagen Plc.

Mabalacat

Hybrid

PHP 900,000 - 1,200,000

Full time

3 days ago

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Job summary

Ideagen is seeking a Digital Success Manager to help customers maximize value from our products through proactive engagement, data-driven insights, and a customer-first approach. Location: Clark Freeport Zone, Pampanga, Philippines.

This hybrid, full-time role sits in Customer Success and requires strong SaaS experience. You will own a portfolio of Tail segment accounts, drive product adoption, and orchestrate digital engagement programs.

Qualifications

2–4 years of experience in Customer Success, Account Management, or a related SaaS customer-facing role.
Strong understanding of SaaS customer lifecycle management and digital engagement best practices.
Hands-on experience with Gainsight and Salesforce (or equivalent CRM/CS platforms).
Excellent written and verbal communication skills in English.

Responsibilities

Own and manage a portfolio of Tail segment accounts, driving product adoption, engagement, and retention at scale.
Execute digital-first customer engagement programs including automated touchpoints, webinars, and email campaigns.
Monitor customer health scores via Gainsight, identifying at-risk accounts and taking proactive action to mitigate churn.
Conduct regular account reviews and check-ins to ensure customers are achieving their desired outcomes.
Collaborate with Sales, Support, and Product teams to resolve customer issues and identify expansion opportunities.
Log all customer interactions, activities, and health updates accurately in Gainsight and Salesforce.
Contribute to the development and refinement of digital engagement playbooks and success frameworks.
Achieve KPIs including GRR, NRR, CSAT, NPS, and product adoption metrics.