Associate Customer Success Manager SMB (On-site)
On-siteManila, Metro Manila, Philippines
Job Summary
Manage a high-volume portfolio of SMB customers as the primary post-sale point of contact, owning relationships and gross revenue retention through defined engagement models. Execute cadence-based outreach, success planning, and communications while driving product activation and monitoring health signals to identify churn risks. Escalate issues for resolution and partner with Sales on renewals and expansion opportunities. Conduct scalable digital engagement campaigns and document interactions in CRM systems. Collaborate cross-functionally with Implementation, Support, Product, and Sales teams. This role supports North American accounts during standard US hours, requiring 3+ years of customer-facing experience.
Required Qualifications
- 3+ years of experience in customer-facing roles (Customer Success, Account Management, Support, or related field)
- Experience managing multiple priorities in a fast-paced environment
- Strong written and verbal communication skills
- Basic understanding of SaaS business models or technology platforms
Desired Qualifications
- Experience working with SMB customers in a SaaS environment
- Familiarity with CRM systems and customer health tools
- Exposure to retention or renewal processes
- Bachelor's degree in Business, Communications, Marketing, or related field (or equivalent)
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