Customer Success Manager

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

📋 Description

• Oversee and enhance relationships with a portfolio of clients, serving as their main point of contact.

• Proactively engage to comprehend each client's objectives and challenges, and establish clear, measurable success plans.

• Ensure high levels of retention, renewal, and satisfaction throughout the entire customer lifecycle.

• Monitor customer health indicators, track success KPIs, and communicate customer outcomes to leadership.

• Identify churn risks early and lead recovery initiatives; pinpoint and pursue expansion and upsell opportunities.

• Maintain complete and accurate customer and renewal information in HubSpot.

• Advocate for the customer internally and provide structured product feedback to the team.

• Onboard new clients: set up their accounts, conduct training, and promote successful adoption.

• Conduct regular check-ins, account evaluations, and quarterly business reviews (QBRs) via Zoom to assess progress and plan subsequent actions.

• Manage renewals and ensure accurate renewal forecasts.

• Identify upselling and cross-selling opportunities, collaborating with Sales to expand accounts.

• Handle customer inquiries and tickets in HubSpot Service Hub while meeting SLA targets.

• Document all communications, risks, actions, and renewal activities in HubSpot, utilizing that data to prioritize outreach.

• Act as the liaison between customers and internal teams (Product, Sales, Support), managing escalations for swift resolution.

⛳️ Requirements

• A minimum of 3 years of experience as a Customer Success Manager, Account Manager, or in a related customer success/client success role.

• Proven track record of responsibility for customer retention and renewals.

• Hands-on experience with HubSpot or another significant CRM, with the capability to quickly adapt to HubSpot.

• Ability to manage multiple accounts at various lifecycle stages and analyze customer data and usage trends to identify risks ahead of time.

• Strong interpersonal and communication skills in both written and spoken English, with confidence in conducting customer meetings via video/Zoom.

• Excellent problem-solving abilities with a proactive, customer-centric mindset, approaching customers before they reach out.

• Strong organizational and time-management skills.

• Available to work Australian business hours from the Philippines.

🏝️ Benefits

• Competitive salary.

• Paid time off.

• Direct involvement with an international enterprise software business and clients across multiple countries.

• Exposure to HubSpot and cutting-edge customer success technology.

• Genuine opportunities for increased responsibility and career advancement.

• A collaborative, fast-paced, high-performance culture centered on innovation, transparency, and continuous learning.