Scaled Customer Success Manager – SaaS Growth & Adoption

Mitti; Taguig; Remote; PHP 1,000,000 - 1,800,000; Full time

Job summary

Mitti by SafetyCulture is seeking a Customer Success Manager (CSM) - Scaled to manage a portfolio of 100+ customers. You will focus on retention, adoption and growth through data-driven engagement and scalable strategies, partnering with cross-functional teams to improve outcomes.

Based in the Philippines and supporting US-based customers, you will work US hours with a diverse global team, using tools like Gainsight, Salesforce and ChurnZero to drive efficiency and measurable impact.

Qualifications

• 5+ years of professional experience, with at least 2-3 years in a Customer Success role (SaaS or tech-driven).
• Experience managing a large portfolio of customers at scale using digital and automated success motions.
• Proficiency in CS tools and strong analytical/communication skills.

Responsibilities

• Retention & Expansion: Ensure customers achieve outcomes, driving retention and growth in use cases.
• Driving Product Stickiness: Promote deep adoption of Mitti by SafetyCulture through key features.
• Risk Mitigation: Identify and address churn risks using data insights and health metrics.
• Scaled Customer Success: Manage 100+ customers with digital engagement and strategic interventions.
• Data-Driven Decision Making: Analyze usage data and trends to optimize the portfolio.
• Tooling & Automation: Use CS tools to drive efficiencies and scale engagement.
• Customer Advocacy & Value Realization: Demonstrate value and share best practices to maximize adoption.
• Cross-Functional Collaboration: Work with sales, support, and product teams for a seamless experience.

Skills

Customer Success

Data analysis

Communication

Time management

Tools

Gainsight

Salesforce

ChurnZero

Job description

Mitti by SafetyCulture is seeking a Customer Success Manager (CSM) - Scaled to manage a portfolio of 100+ customers. You will focus on retention, adoption and growth through data-driven engagement and scalable strategies, partnering with cross-functional teams to improve outcomes.

Based in the Philippines and supporting US-based customers, you will work US hours with a diverse global team, using tools like Gainsight, Salesforce and ChurnZero to drive efficiency and measurable impact.