Strategic Enterprise Customer Success Manager

Sutherland; Taguig; On-site; PHP 600,000 - 1,000,000; Full time

Benefits offered by this job

Retention bonus ₱100,000

Job summary

Sutherland is seeking an Enterprise Customer Success Manager to serve as the strategic partner for a portfolio of enterprise clients, ensuring they achieve business goals while maximizing value from our SaaS solutions.

You will onboard customers, drive adoption, conduct QBRs, build executive relationships, identify risks and opportunities, and collaborate with Product, Sales, Operations, and Engineering to deliver measurable outcomes.

Qualifications

• At least 1 year of experience in Customer Success, Account Management, Client Services, Consulting, or similar customer-facing roles.
• Experience managing customer relationships and driving customer retention and satisfaction.
• Strong communication and stakeholder management skills.
• Ability to present business value to both technical and non-technical audiences.
• Proven ability to manage multiple priorities in a fast-paced environment.
• Bachelor's Degree or equivalent professional experience.

Responsibilities

• Drive onboarding, adoption, engagement, and long-term success for assigned customers.
• Build trusted relationships with key stakeholders and decision-makers.
• Create and execute customer success plans aligned with business objectives.
• Conduct Quarterly Business Reviews (QBRs), strategic account reviews, and success planning sessions.
• Identify risks to customer satisfaction and retention, proactively implementing solutions.
• Discover opportunities to increase product adoption and customer growth.
• Act as the voice of the customer, collaborating with Product, Sales, Marketing, Operations, and Technical teams.
• Deliver insights, recommendations, and best practices that help customers achieve measurable outcomes.

Skills

Customer Success

Account Management

Stakeholder Management

Value Presentation

Education

Bachelor's Degree or equivalent professional experience

Job description

Sutherland is seeking an Enterprise Customer Success Manager to serve as the strategic partner for a portfolio of enterprise clients, ensuring they achieve business goals while maximizing value from our SaaS solutions.

You will onboard customers, drive adoption, conduct QBRs, build executive relationships, identify risks and opportunities, and collaborate with Product, Sales, Operations, and Engineering to deliver measurable outcomes.