Strategic CSM for HCM Transformation

Darwinbox; Manila; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Darwinbox Manila is seeking a Customer Success Manager (CSM) to help customers realize measurable business value from our HCM transformation platform and safeguard recurring revenue across your portfolio.

You will direct strategic relationships with senior stakeholders, drive adoption, retention, expansion, and customer advocacy, while partnering with Sales, Product, and Delivery to ensure outcomes align with customer goals.

Qualifications

• MBA/PGDM (HR) or relevant work experience after graduation.
• 8+ years of experience in HR transformation & change management/HCM implementation and customer management roles/HR consulting roles.
• Understanding of technology systems; HRMS implementation experience preferred.
• Proficiency in MS Excel, Word and PowerPoint.
• Key behavioural traits: agility, analytical mindset, persistence and adaptability.

Responsibilities

• Develop and execute account success plans aligned with customer goals and priorities.
• Build relationships with executive sponsors, champions and decision-makers.
• Maintain stakeholder maps, risk registers, account plans and growth strategies.
• Understand customer objectives, transformation initiatives, and long-term success measures.
• Serve as the strategic voice of the customer within Darwinbox.
• Help customers maximize adoption across modules and processes.
• Analyze customer health, utilization trends and engagement patterns.
• Identify opportunities to increase platform maturity and business value.
• Lead value realization conversations with customer leadership teams.
• Demonstrate measurable business outcomes and ROI with Darwinbox.
• Develop actionable recommendations to improve customer success outcomes.
• Facilitate QBRs, EBRs and governance meetings.
• Present adoption trends, outcomes, risks, opportunities and recommendations.
• Drive alignment between customer objectives and Darwinbox capabilities.
• Strengthen executive confidence and deepen partnerships.
• Ensure priorities are understood and acted upon internally.

Skills

Client relationship management

Executive stakeholder engagement

Enterprise SaaS account management

Strategic thinking

Cross-functional leadership

Influence without authority

Ownership & accountability

Education

MBA/PGDM (HR) or relevant work experience

Job description

Darwinbox Manila is seeking a Customer Success Manager (CSM) to help customers realize measurable business value from our HCM transformation platform and safeguard recurring revenue across your portfolio.

You will direct strategic relationships with senior stakeholders, drive adoption, retention, expansion, and customer advocacy, while partnering with Sales, Product, and Delivery to ensure outcomes align with customer goals.