Senior SaaS Customer Success Lead for Growth & Retention

Rocket Alumni Solutions; Philippines; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

Rocket Alumni Solutions is seeking a Customer Success Manager to manage a portfolio of client organizations, ensuring they are set up for success and deriving value from our platform. You will act as a trusted advisor, provide training and support, and help maximize engagement while maintaining zero churn.

You will be the primary contact for 100-200 clients, ensuring onboarding, content quality, and timely payments, with a focus on renewals and referrals.

Qualifications

• Experience in a customer-facing role, ideally SaaS or tech-driven.
• Strong organizational and multitasking abilities.
• Self-starter mindset for startup environments.
• Excellent verbal and written communication skills.
• Proactive problem-solving and relationship-building instincts.

Responsibilities

• Work US Pacific Time Hours (9am PST - 5pm PST).
• Manage 100-200 client organizations as their primary point of contact.
• Ensure clients are onboarded and trained on digital hall of fame and recognition software.
• Regularly monitor client sites for quality content updates.
• Provide technical support and troubleshooting assistance as needed.
• Provide rapid Live Chat responses with average reply times under 15 seconds.
• Engage clients to gather referrals and prevent churn.
• Assist clients with timely payments and invoicing.
• Maintain regular communication to drive product adoption and satisfaction.
• Identify upsell opportunities and assist with renewals and contract negotiations.

Skills

Customer-facing

SaaS

Communication

Time management

Startup mindset

Tools

CRM software

Live Chat

Content platform

Job description

Rocket Alumni Solutions is seeking a Customer Success Manager to manage a portfolio of client organizations, ensuring they are set up for success and deriving value from our platform. You will act as a trusted advisor, provide training and support, and help maximize engagement while maintaining zero churn.

You will be the primary contact for 100-200 clients, ensuring onboarding, content quality, and timely payments, with a focus on renewals and referrals.