SME Customer Success Manager (Hybrid)

Sprout Solutions; Mandaluyong; On-site; PHP 600,000 - 900,000; Full time

Job summary

Sprout Solutions in Mandaluyong, Philippines, is seeking an SME Customer Success Manager to ensure SME accounts realize the full value of Sprout products. The role focuses on renewals and potential account growth through health checks, business reviews, and strategic guidance.

You will maximize client system usage, learn the Sprout platform and HR/payroll domain, and act as a client consultant, recommending solutions while collaborating with internal teams to meet client needs.

Qualifications

• At least 2 years experience in account management, preferably in the software industry.
• Has a track record of being a high achiever and a results driven professional.
• Strong empathy for customers and passion for revenue and growth.
• Has analytical, collaborative, solutions, and process oriented mindset.
• Ability to command a group of individuals in a room quickly and be assertive in a public environment.
• Strong verbal and written communication skills including the ability to work and effectively collaborate with all levels of the organization (growth, marketing, professional services).
• Ability to work in an entrepreneurial environment in a team and individually.

Responsibilities

• Renewals, Opportunities and Growth: Gain deep understanding of client business and success goals through monthly health checks, business reviews, and onsite courtesy visits to drive value and renewals; uncover opportunities for expansion.
• System and Services Maximization: Ensure Sprout becomes an instrumental tool in client operations; maximize system usage and offerings.
• Communication and Collaboration: Serve as the main contact for day-to-day account activities and collaborate across departments to meet client needs.

Skills

Account management

High achiever

Customer empathy

Analytical mindset

Public speaking

Verbal & written comms

Entrepreneurial mindset

Job description

DIRECTLY REPORTS TO:

SME - Segment Manager / Lead CSM

MAIN AREA OF RESPONSIBILITY:
As an SME Customer Success Manager (CSM) you are responsible for ensuring that SME accounts remain successful by realizing the full value of their investment with Sprout. Achieving operational excellence for our clients through our products and services is the ultimate goal of a CSM in order to ensure renewals and potential account growth.

TASKS:

Renewals, Opportunities and Growth

• Gain a deep understanding of the client's business and the success goals of the different levels of stakeholders through monthly health checks, business reviews and onsite courtesy visits in order to drive more value and secure renewals. With this, we may uncover opportunities in expanding their current subscription by availing of other products relevant to their needs or bringing in other affiliates.

System and Services Maximization

• Ensure that Sprout becomes an instrumental tool in client’s operations. As a CSM, you have to make certain that clients are maximizing the system and offerings they have availed.

• Additionally, The CSM is expected to learn and improve their knowledge and understanding with both the Sprout system and the HR / Payroll industry in order to support clients. Acting as their consultant, recommending different solutions and alternatives when and if applicable.

Communication and Collaboration

• You serve as the main contact for the day to day account activities externally and internally. Therefore, clarity and great communication (oral and verbal) is expected from this role. You are the voice of the customer inside Sprout and therefore are expected to exhaust all resources in Sprout such as collaborating across different departments to ensure that client’s needs are met.

QUALIFICATIONS | COMPETENCIES:

• At least 2 years experience in account management, preferably in the software industry

• Has a track record of being a high achiever and a results driven professional

• Strong empathy for customers and passion for revenue and growth

• Has analytical, collaborative, solutions, and process oriented mindset

• Ability to command a group of individuals in a room quickly and be assertive in a public environment

• Strong verbal and written communication skills including the ability to work and effectively collaborate with all levels of the organization (growth, marketing, professional services).

• Ability to work in an entrepreneurial environment in a team and individually.