Senior CSM, Key Accounts — SaaS Success & Adoption

ShowMojo; Davao Region; Hybrid; PHP 1,019,000 - 1,451,000; Full time

Job summary

ShowMojo is seeking a Senior Customer Success Specialist to build strong relationships with high-value customers, guide onboarding, and ensure ongoing success with our software solutions. You will engage via video meetings and coordinate with internal teams to resolve issues and drive adoption.

The role requires a proven SaaS or cloud software background, exceptional communication, and the ability to work US business hours in a customer-focused capacity.

Qualifications

• At least 3 years of experience in customer service, Customer Success, or a related customer facing role.
• At least 1 year of experience managing high value customer accounts, preferably involving customer retention, relationship management, escalations, or account growth.
• Experience working with SaaS products, cloud based software, or technology platforms, with the ability to learn new systems quickly.
• Comfortable scheduling, coordinating, and leading video call meetings with customers.
• Strong written and verbal communication skills, with the ability to build customer relationships and explain technical information clearly.
• Able to work full time, US business hours.

Responsibilities

• Build and maintain strong, long term relationships with customers.
• Manage high value customer accounts and serve as a reliable point of contact for customer inquiries, concerns, and escalations.
• Proactively communicate with customers to understand their needs, address challenges, and identify opportunities to improve their experience.
• Monitor customer satisfaction and account health, identifying potential risks and opportunities to strengthen customer retention.
• Guide customers through onboarding, software setup, and product familiarization.
• Help customers understand and effectively use the platform's features and capabilities.
• Schedule and lead video meetings with customers to provide guidance, discuss account concerns, review progress, and support product adoption.
• Follow up with customers to ensure their questions are addressed and they are making effective use of the software.
• Respond to customer inquiries professionally and efficiently through email, phone, and other communication channels.
• Troubleshoot software related concerns, investigate issues, and coordinate with internal teams when additional support is required.
• Manage escalations with a focus on timely resolution, clear communication, and customer satisfaction.
• Maintain accurate customer records, account updates, and interaction notes in the appropriate systems.
• Work closely with Sales, Product, Marketing and other internal teams to resolve customer concerns and improve the overall customer experience.
• Share customer feedback and recurring issues with relevant teams to support product improvements.
• Identify opportunities to improve customer workflows, strengthen engagement, and increase product adoption.

Skills

Customer Success

Account management

Communication

Video meetings

Tools

CRM software

Video conferencing

Job description

ShowMojo is seeking a Senior Customer Success Specialist to build strong relationships with high-value customers, guide onboarding, and ensure ongoing success with our software solutions. You will engage via video meetings and coordinate with internal teams to resolve issues and drive adoption.

The role requires a proven SaaS or cloud software background, exceptional communication, and the ability to work US business hours in a customer-focused capacity.