Digital Customer Success Manager

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

📋 Description

• Lifecycle Management: Implement automated customer journeys from onboarding to renewal using HubSpot, in-app messaging, and email campaigns to enhance time to value.

• Account Management (AM): Oversee the complete renewal lifecycle and promote upsell opportunities within the APAC digital portfolio to meet NRR and GRR objectives.

• Customer Success Management (CSM): Amplify platform adoption and feature utilization through digital engagement strategies, including large-scale webinars and automated training sessions.

• Risk Mitigation: Assess customer health scores and engagement metrics to proactively engage with targeted digital resources or personalized interactions to minimize churn.

• Regional Implementation: Develop and evaluate localized automation workflows and engagement playbooks to ensure their effectiveness in the APAC market.

• Metrics Reporting and Cohort Analysis: Monitor key performance indicators such as NRR, Churn, Adoption Rate, and TTV, offering data-driven insights for journey enhancements.

• Feedback and Cross-Functional Collaboration: Collaborate with RevOps, Program Builders, and Product teams to resolve customer challenges and align with regional Sales and Marketing on integrated lifecycle campaigns.

⛳️ Requirements

• Experience: 3–5 years in Customer Success or Account Management, demonstrating a solid track record of handling high-volume portfolios through digital-first approaches and a robust commercial mindset.

• Execution Mindset: A well-organized methodology for managing extensive portfolios while ensuring an exceptional customer experience.

• Analytical Proficiency: Proficient in analyzing large datasets, customer health indicators, and usage metrics to categorize cohorts and prioritize daily tasks effectively.

• Technical Familiarity: Experienced with CRM and automation tools (e.g., HubSpot) for managing task workflows, triggering communications, and tracking health metrics.

• Communication: Outstanding verbal and written English skills, adept at simplifying complex ideas for customers and providing actionable insights to internal teams.

🏝️ Benefits

• Monthly Lifestyle subsidy: Use this for financial, physical, and mental well-being.

• WFH set-up allowance: To ensure you have the right environment to work in, we will assist you in getting set up within your first 3 months at UpGuard.

• $1500 USD annual Learning & Development allowance: To support your career growth, all team members can expense development opportunities against this allowance.

• Annual leave: PTO plus two additional UpGuardian leave days to allow you time to recharge your batteries.

• 18 weeks paid Parental Leave: Available to all parenting roles.

• Personal Leave Allowance: This covers sick and carer's leave.

• Fully remote working environment: While we have physical offices in Sydney & Hobart, attendance is not mandatory.

• Top-spec hardware: All team members will receive high-performance laptops suitable for their roles.

• Generative AI subsidy: UpGuard provides paid subscriptions for all team members to access generative AI tools to assist with their work.

• Health Insurance: Comprehensive health, dental, and vision coverage.