Enterprise Customer Success Manager

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

📋 Description

• Oversee a portfolio of Enterprise clients throughout Asia, acting as a reliable post-sale partner.

• Drive onboarding processes, adoption strategies, customer evaluations, and success plans to guarantee positive outcomes for clients.

• Monitor usage, engagement levels, customer satisfaction, potential risks, and readiness for renewal within assigned accounts.

• Collaborate with the Sales team to facilitate renewals, identify expansion and upsell opportunities, and promote long-term account development.

• Establish strong connections with customer stakeholders, including administrators, librarians, faculty leaders, and key institutional decision-makers.

• Actively identify and address barriers to adoption, service challenges, and account risks.

• Collaborate across departments with Sales, Product, Support, and Marketing to enhance customer experience and retention.

• Provide customer feedback to enhance product adoption, improve customer outcomes, and inform regional strategies.

⛳️ Requirements

• Demonstrated experience in customer success, account management, relationship management, or post-sale support roles.

• Strong capability to manage multiple accounts across different countries and prioritize effectively.

• Excellent stakeholder management and communication abilities.

• Proficient in utilizing data to monitor adoption, account health, and renewal risks.

• Exceptional problem-solving skills with a strong customer-centric focus.

• Ability to work collaboratively across functions and influence internal teams.

• Proficient in written and spoken English.

• Experience in education, EdTech, publishing, digital platforms, SaaS, or subscription-based services (preferred but not required).

• Background in managing regional clients throughout Asia (preferred but not required).

• Familiarity with onboarding processes, implementation, usage reporting, and renewal strategies (preferred but not required).

• Experience in identifying upsell or expansion opportunities (preferred but not required).

• Proficiency in an Asian language relevant to the hiring location (preferred but not required).

🏝️ Benefits

• Meeting-free Friday afternoons to allow for focused work and professional development.

• A comprehensive range of employee programs that encourage community building, learning, and growth.

• Commitment to equitable and transparent compensation.

• Competitive salary along with a comprehensive benefits package.