Customer Success Manager

This role is for a customer success and implementation specialist who works closely with clients to understand and improve their operational workflows through SaaS platform adoption, training, and ongoing support.

Location: Philippines

Responsibilities

• Lead customer onboarding and implementation efforts by gathering requirements, defining success criteria, and managing project timelines.
• Work directly with customer teams to understand current state workflows, document operational processes, and design future state workflows.
• Support customers through organizational and process change by developing adoption plans, delivering structured training, and reinforcing new workflows.
• Facilitate live and virtual training sessions, tailor enablement materials to different user personas, and ensure customers feel confident using the platform.
• Serve as a point of contact post go-live, monitoring customer health, addressing challenges, and helping customers realize value.
• Partner with Product, Support, and Sales to share customer feedback, identify implementation challenges, and improve onboarding and adoption experiences.

Requirements

• BA/BS or Graduate Degree (Preferred)
• 2 to 4 years of experience in customer success, implementation, onboarding, professional services, operations consulting, or a related customer-facing role within a B2B SaaS or technology-enabled company.
• Hands-on experience working directly with customers to understand business processes, gather requirements, and support workflow or system changes.
• Exposure to change management or technology adoption initiatives, particularly in organizations transitioning from manual, legacy, or non-integrated systems.
• Strong communication and facilitation skills, with the ability to explain technical or operational concepts in clear, practical terms.
• Comfortable managing multiple customer engagements simultaneously while maintaining attention to detail and follow-through.
• Curious, empathetic, and solution-oriented, with a genuine interest in helping customers improve how they work.

Benefits

• Remote work flexibility
• Paid Time Off
• Health Maintenance Organization (HMO) coverage
• Annual performance bonuses
• Dedicated coaches for support and skill-building
• Opportunities for professional growth