Customer Success Manager

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Manage daily interactions with a portfolio of 40–50 enterprise and mid-market clients

• Conduct regular check-ins with clients and proactively monitor product utilization and adoption

• Consistently follow up with clients to sustain engagement and drive momentum

• Oversee renewal timelines and manage the renewal process for assigned accounts

• Analyze usage trends and identify at-risk accounts before potential churn occurs

• Keep precise account records and maintain health-tracking spreadsheets

• Establish and independently conduct recurring client sync meetings and check-in calls

• Prepare discussion points and follow-up actions for client interactions

• Document meeting notes and outline next steps, ensuring they are tracked to completion

• Recognize upsell and expansion opportunities within the current client portfolio

• Collaborate with leadership to formulate and present account growth strategies

• Monitor and report on the expansion pipeline

• Create and update spreadsheets that detail account status, usage, renewals, and outreach cadence

• Provide leadership with regular updates regarding portfolio health, account risks, and successes

• Assume primary responsibility for client relationships in an AI-powered SaaS operational and decision-making platform serving regulated industries

⛳️ Requirements

• Excellent English communication abilities, both verbal and written

• Experience in SaaS or software industry

• Previous Customer Success experience related to relationship management, renewals, adoption, and growth; Customer Support experience alone is inadequate

• Proficient in Google Sheets or Excel

• Capacity to independently manage enterprise account relationships

• Familiarity with HubSpot or similar CRM tools in the Customer Success domain

• Proficient with Google Workspace, Slack, and Microsoft Teams

• Capability to quickly acquire in-depth knowledge of a SaaS product to confidently discuss with clients

• Proactive and articulate communication style

• Confidence in independently leading client calls without requiring founder intervention

• Strong relationship-building skills and a growth-oriented mindset

• Highly organized with the ability to manage 40–50 accounts

• Computer with a minimum of 8GB RAM and an Intel i5 or AMD Ryzen 5 processor or superior

• Internet speed of at least 40MBPS

• Headset equipped with an extended noise-cancelling microphone and a webcam

• Backup computer and internet connection

• Quiet, dedicated workspace at home

• Reliable internet connection

• Personal computer with Intel Core i5 or equivalent or higher

• Availability to work 40 hours per week, Monday to Friday, from 9 am to 5 pm Eastern Time

🏝️ Benefits

• No benefits package included

• Remote position

• 40 hours per week

• Work Monday to Friday, from 9 am to 5 pm Eastern Time

• Work-from-home setup requirements: computer, internet connection, headset with noise cancellation and webcam, backup computer and internet connection, and quiet dedicated workspace