Customer Success Manager III

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

📋 Description

• Actively retain and renew customers by ensuring a positive experience throughout their entire life cycle.

• Regularly evaluate and monitor the overall health and satisfaction levels of the customer base.

• Proactively identify opportunities for expansion—assist customers in upgrading or adding additional requirements to their existing contracts.

• Collect customer feedback and ensure timely resolution of issues.

• Serve as a key stakeholder and represent the ‘Voice of the customer’ in product roadmap development.

• Respond swiftly to Gainsight-driven call-to-actions, addressing risks and capitalizing on opportunities within the customer base.

• Take ownership of high-touch and complex accounts.

• Demonstrate the ability to lead and execute cross-functional special projects.

• Responsible for onboarding and supporting new team members.

• Act as a mentor and escalation point for junior team members.

• Drive initiatives that foster team growth, process enhancements, and customer retention.

• Represent the team in internal stakeholder meetings or during customer escalations as necessary.

⛳️ Requirements

• At least 3 years of experience in customer success roles, ideally in the SaaS and/or SMB sectors.

• Strong comprehension of the SaaS business model along with familiarity with customer success methodologies and best practices.

• Proven track record of exceeding KPIs.

• Exceptional analytical and problem-solving skills, with a proficiency in data analysis and utilizing insights to inform business decisions.

• A customer-focused mindset with a strong dedication to delivering outstanding customer experiences and driving customer success.

• Excellent communication and interpersonal abilities to effectively collaborate with cross-functional teams and engage with customers.

• Proven capability to lead and mentor a team, promoting a positive and performance-oriented work culture.

• Ability to thrive in a dynamic environment, showcasing adaptability, resilience, and a proactive approach.

🏝️ Benefits

• Sinch Philippines Regional Benefits (including various perks and benefits).

• Coaching and career development support, including access to a variety of online professional development courses.

• Access to our Employee Assistance Program.