Senior Customer Success Manager: Growth & Retention

CRIF; Taguig; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

CRIF is seeking an experienced Customer Success/Account Management professional in Manila to manage strategic accounts across banking, fintech, and utilities. You will serve as the main contact, driving engagement, renewals, and upsell opportunities.

You will build account plans, monitor health metrics, and collaborate with Sales, Product, and Delivery teams to ensure successful implementations and ongoing service excellence. Occasional travel may be required.

Qualifications

• Bachelor's degree as specified in the role requirements.
• At least 5+ years of experience in Customer Success, Account Management, Relationship Management or Sales.
• Experience managing relationships with customers in banking/finserv or tech/data industries is preferred.

Responsibilities

• Manage and grow relationships with assigned accounts across banking, financial services, utilities, and telecommunications sectors.
• Serve as the primary point of contact for customers, ensuring high engagement, satisfaction, and retention.
• Develop deep understanding of customers' business needs and identify opportunities to expand CRIF solutions and services.
• Build and execute account plans to drive customer success, revenue growth, renewals, and upselling opportunities.
• Conduct regular business reviews with key stakeholders to demonstrate value realization and discuss strategic initiatives.
• Monitor customer health, identify risks, and implement action plans to mitigate churn.
• Collaborate with Sales, Product, Operations, and Delivery teams to ensure successful implementation and ongoing service excellence.
• Advocate for customers by providing market feedback and recommending product enhancements.
• Support renewals and commercial discussions to ensure long-term retention.
• Promote CRIF's brand within assigned industry segments.
• Maintain accurate customer records, activities, and pipeline in CRM.

Skills

Customer relationship management

Stakeholder engagement

Cross-functional collaboration

Communication skills

Problem solving

Independent work

CRM tools

Education

Bachelor's degree in Business, Finance, Economics, Information Technology, Marketing, or a related field

Tools

CRM platforms

Job description

CRIF is seeking an experienced Customer Success/Account Management professional in Manila to manage strategic accounts across banking, fintech, and utilities. You will serve as the main contact, driving engagement, renewals, and upsell opportunities.

You will build account plans, monitor health metrics, and collaborate with Sales, Product, and Delivery teams to ensure successful implementations and ongoing service excellence. Occasional travel may be required.