MyPass Global

Customer Success Manager, Small/Medium-Sized Businesses

MyPass Global

full-time

Posted on:

Location Type: Office

Location: Cebu • 🇵🇭 Philippines

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Job Level

Mid-LevelSenior

Tech Stack

VoIP

About the role

  • Serve as a trusted advisor to customers, ensuring they derive maximum value from the platform
  • Proactively engage customers through regular check-ins, business reviews, and strategic conversations to address needs and prevent churn
  • Drive renewal processes, manage collection calls, and develop retention strategies to ensure long-term customer success
  • Identify expansion opportunities and collaborate with Sales and Marketing to increase platform usage and revenue
  • Advocate for customers by capturing and analysing feedback (e.g., NPS) to improve user experience and drive advocacy
  • Develop and implement engagement strategies, including targeted campaigns, to foster customer loyalty
  • Deliver product training, webinars, email campaigns, and one-on-one support to educate customers on platform features
  • Assist with portal configuration, billing setup, and vendor onboarding; coordinate with Implementation Team to meet SLAs
  • Analyse customer engagement data to segment users, flag at-risk accounts, and inform tailored success strategies
  • Own contract management and renewal processes for non-strategic accounts to maximize customer lifetime value
  • Support Growth Propensity Index (GPI) initiatives by identifying upsell and cross-sell opportunities
  • Attend internal meetings, stand-ups, and cross-functional collaboration sessions to align customer outcomes

Requirements

  • Minimum 5 years of experience in a customer success, account management, or customer engagement role, ideally within a SaaS or technology-driven environment
  • Demonstrated ability to oversee renewals, drive retention strategies, and foster customer advocacy
  • Strong analytical skills to assess customer engagement, identify risks, and uncover expansion opportunities
  • Proficiency in CRM tools (HubSpot preferred), data analysis (Excel/Google Sheets), and communication platforms (Slack, Google Workspace, MS Teams, VoIP tools)
  • Exceptional written and verbal communication skills with the ability to build strong relationships and influence key stakeholders
  • Ability to deliver engaging product training, webinars, and customer business reviews
  • A proactive, customer-centric mindset with strong problem-solving and conflict resolution skills
  • Adaptability to work cross-functionally with sales, marketing, and product teams
  • Strong curiosity and eagerness to stay updated with customer success best practices, emerging technologies, and industry trends
Benefits
  • Accessible and friendly office in Cebu IT Park
  • Celebrate You - Anniversary gifts as early as your first work anniversary!
  • Be Healthy - Wellbeing policy with a strong focus on whatever makes you feel good from the inside out
  • Company-sponsored Healthcare Insurance worth PHP 110,000.00
  • Work-Life Balance - Enjoy the right to disconnect with our 16 Paid Time Offs and 8 Compensatory Time Offs
  • Fuel Your Growth Journey - Unlocking your potential with a blend of in-person and online learning and development opportunities
  • Get Rewarded and Recognized - Monthly Value Awards
  • Be Comfortable - Casual Friday every day
  • Team outings, weekly lunches, team events
  • Generous Employee Referral Program

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer successaccount managementcustomer engagementdata analysiscontract managementretention strategiesupsell opportunitiescross-sell opportunitiesproduct trainingengagement strategies
Soft skills
analytical skillswritten communicationverbal communicationrelationship buildinginfluenceproblem-solvingconflict resolutionproactive mindsetadaptabilitycuriosity