Scaled SaaS Customer Success Manager – 100+ Accounts

Mitti; Manila; Remote; PHP 700,000 - 1,100,000; Full time

Job summary

Mitti by SafetyCulture is seeking a Customer Success Manager to manage 100+ customers, focusing on retention, adoption, and expansion through data-driven strategies.

Based in the Philippines supporting US customers, you will work with cross-functional teams and leverage tools like Gainsight to deliver measurable business impact. This role combines strategic insight with hands-on engagement.

Qualifications

• 5+ years of professional experience, with 2–3 years in Customer Success (SaaS preferred).
• Experience managing a large portfolio at scale using digital and automated success motions.
• Strong analytical skills to interpret customer data and take action.
• Proficiency with CS tools such as Gainsight, Totango, ChurnZero or similar.
• Excellent communication and relationship-building skills.
• Ability to prioritize and multitask in a fast-paced environment.
• Based in the Philippines and supporting US-based customers; comfortable with US hours.

Responsibilities

• Retention & Expansion: ensure customers achieve outcomes, driving retention and growth.
• Driving Product Stickiness: promote deep adoption of key features aligned to goals.
• Risk Mitigation: identify and address churn risks using data insights.
• Scaled CS: manage a high-volume portfolio with digital engagement and automation.
• Data-Driven Decisions: analyze usage data and health scores to optimize the portfolio.
• Tooling & Automation: leverage CS tools to drive efficiencies and scale engagement.
• Advocacy & Value Realization: demonstrate value and share best practices to maximise adoption.
• Cross-Functional Collaboration: work with sales, support, and product teams.

Skills

Portfolio management at scale

Data analysis

Communication

Cross-functional collaboration

Tools

Gainsight

Salesforce

ChurnZero

Job description

Mitti by SafetyCulture is seeking a Customer Success Manager to manage 100+ customers, focusing on retention, adoption, and expansion through data-driven strategies.

Based in the Philippines supporting US customers, you will work with cross-functional teams and leverage tools like Gainsight to deliver measurable business impact. This role combines strategic insight with hands-on engagement.