SaaS Digital Success Lead: Adoption & Retention

Ideagen; Morong; Hybrid; PHP 600,000 - 1,000,000; Full time

Job summary

Ideagen is seeking a Digital Success Manager in a hybrid, full-time role based in the Philippines. You will own a Tail segment portfolio, driving product adoption and retention at scale, and run digital engagement programs using Gainsight and email campaigns.

Collaborating with Sales, Support, and Product teams, you will identify expansion opportunities, log activities in Gainsight and Salesforce, and strive to achieve KPIs such as GRR, NRR, CSAT, and NPS.

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.
• Ability to manage a large, diverse portfolio with strong prioritisation and organisational skills.
• Data-driven mindset with the ability to interpret customer health data and take decisive action.
• A collaborative team player with a customer-first attitude.
• Bachelor's degree in Business, Technology, or a related field.

Responsibilities

• Own and manage a portfolio of Tail segment accounts, driving product adoption, engagement, and retention at scale
• Execute digital-first customer engagement programmes 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

Skills

Customer Success

Account Management

SaaS

Data-driven

English proficiency

Prioritisation

Organisational skills

Team collaboration

Education

Bachelor's degree in Business or Technology

Tools

Gainsight

Salesforce

Job description

Ideagen is seeking a Digital Success Manager in a hybrid, full-time role based in the Philippines. You will own a Tail segment portfolio, driving product adoption and retention at scale, and run digital engagement programs using Gainsight and email campaigns.

Collaborating with Sales, Support, and Product teams, you will identify expansion opportunities, log activities in Gainsight and Salesforce, and strive to achieve KPIs such as GRR, NRR, CSAT, and NPS.