Customer Success Senior Manager
Our Clients
Makati
- Remote job
Key Responsibilities:
- Take complete ownership of a portfolio of enterprise accounts in the Philippines — onboarding, adoption, retention, expansion, and renewal
- Be the primary point of contact for your accounts — from the Operations team to the CXO suite Build multi-threaded, deep relationships within customer organizations across Supply Chain, IT, Operations, and Finance functions
- Engage with C-level and VP-level stakeholders to align platform capabilities with the customer's strategic logistics and supply chain goals
- Conduct high-quality Executive Business Reviews (EBRs) that demonstrate quantifiable ROI and forward-looking value
- Act as a Trusted Advisor — build domain depth in logistics, develop strong product fluency, and advise customers on key decisions confidently
- Design and execute Customer Success Plans (CSPs) tailored to each customer's operational context and business goals
- Proactively monitor product adoption metrics and drive interventions when usage dips or risks emerge
- Champion change management within customer organizations — because platform adoption is a people problem, not just a tech problem
- Track and act on Customer Health Scores, NPS, CSAT, and usage signals with precision
- Analyze customer data, usage patterns, and business outcomes to continuously refine success strategies
- Build and maintain dashboards and reports that give both you and your customers clear visibility into progress
- Drive Net Revenue Retention (NRR) — own renewals and ensure zero preventable churn
- Identify and develop upsell and cross-sell opportunities by mapping Customer Lifetime Value (CLTV)
- Partner with Sales on expansion plays, commercial negotiations, and new account introductions within the region
Key Qualifications
- 6–10 years of hands-on experience in Customer Success, Account Management, Program Management, or Solutions Consulting in a B2B SaaS environment
- Proven track record of managing enterprise accounts with multi-stakeholder engagement, including C-suite
- Experience in Logistics Tech, Supply Chain Visibility, Transportation Management, or FMCG is strongly preferred
- Prior experience working with global or regional SaaS companies — ideally with exposure to cross-border customer environments in SEA
- Holds a Bachelor's degree in Engineering, Business, Supply Chain, or a related field, MBA or post-graduate qualification is a strong plus
Vacancy posted more than 2 months ago
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