Customer Success Manager – Talent Marketplace

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

📋 Description

• Oversee a portfolio of client accounts, acting as their main point of contact after onboarding.

• Facilitate regular business reviews (QBRs/EBRs) to evaluate client health, assess performance against objectives, and align on strategic plans.

• Create and implement customer success plans (CSPs) customized to each client's goals and growth trajectory.

• Track account health metrics (usage, engagement, NPS, support tickets) and proactively address any risks identified.

• Promote product adoption and ensure clients are deriving maximum value from the solution.

• Identify opportunities for expansion and upselling, collaborating with the sales team to secure these deals.

• Handle renewals and negotiate contract extensions to optimize retention rates.

• Advocate for customer needs within the organization, working together with product, support, and sales teams.

• Effectively onboard new clients and ensure a seamless transition from sales to customer success.

• Gather and analyze customer feedback to inform product development and service enhancements.

⛳️ Requirements

• 2–4 years of experience in customer success, account management, or client services.

• Proven ability to manage client relationships while enhancing retention and satisfaction.

• Excellent communication, presentation, and interpersonal skills.

• Capacity to manage multiple accounts of varying complexity simultaneously.

• Data-driven mindset - adept at analyzing account health metrics and formulating success plans.

• Familiarity with CRM and CS platforms (Salesforce, HubSpot, Gainsight, ChurnZero, or similar).

• Proactive approach with the ability to detect risks and opportunities early.

• Nice To Have: Experience in SaaS, ecommerce, or managed services customer success.

• Nice To Have: Understanding of customer health scoring models and early warning indicators.

• Nice To Have: Proven success in achieving net revenue retention (NRR) and expansion goals.

• Nice To Have: Experience conducting executive business reviews (EBRs) with C-level stakeholders.

• Nice To Have: Background in an industry relevant to the company's clientele.

• Nice To Have: Knowledge of product-led growth (PLG) and digital customer success methodologies.

🏝️ Benefits

• Achieve certification as a Professional through our vetting process.

• Highlight your profile on the HireLago Talent Marketplace, recognized by expanding startups, agencies, and established companies globally.

• Access exclusive remote job opportunities before they are publicly listed.

• Be matched with positions that align with your skills, experience, schedule, and salary expectations.

• Cultivate long-term career prospects through our expanding global employer network.

• 100% free for professionals, with no placement fees, subscriptions, or hidden costs.