Strategic SaaS Customer Success Manager

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

Job summary

Sutherland, a leading global business and digital transformation company, invites you to join its Customer Success team in the Philippines. As a Customer Success Manager, you’ll help enterprise clients maximize the value of our SaaS platform, driving adoption, retention and growth right from Manila.

You’ll partner with customers to onboard, align on success plans, and lead regular business reviews, while collaborating with Sales, Product, Operations, and Engineering to resolve challenges and

Qualifications

• 1+ year direct experience in Customer Success, Account Management, or Consulting
• Experience managing enterprise-level customers and leading recurring meetings, business reviews, and strategic discussions
• Bachelor's Degree or equivalent in Customer Success, Consulting, Account Management, or related field
• Excellent verbal and written communication with the ability to influence and build relationships at all levels

Responsibilities

• Partner with customers to ensure onboarding, adoption, and value realization
• Identify opportunities for clients to leverage new products, features, and capabilities that support their business objectives
• Develop and execute customer success plans aligned with customer goals and strategic priorities
• Build strong, trusted relationships with key stakeholders and decision-makers
• Lead recurring business reviews, including customer success reviews, quarterly business reviews, and annual strategic planning sessions
• Proactively identify churn risks, adoption gaps, and customer challenges, then develop action plans to improve engagement and retention
• Act as the voice of the customer by providing insights to Product, Sales, Marketing, Engineering, Operations, Finance, and Technical Support teams
• Connect customers with enablement resources, training, and best practices to drive platform utilization and success
• Collaborate cross-functionally to ensure an exceptional customer experience throughout the lifecycle

Skills

Customer Success

Account Management

Communication

Relationship Building

SaaS Experience

Strategic Planning

Project Management

Education

Bachelor's Degree or equivalent

Job description

Sutherland, a leading global business and digital transformation company, invites you to join its Customer Success team in the Philippines. As a Customer Success Manager, you’ll help enterprise clients maximize the value of our SaaS platform, driving adoption, retention and growth right from Manila.

You’ll partner with customers to onboard, align on success plans, and lead regular business reviews, while collaborating with Sales, Product, Operations, and Engineering to resolve challenges and