Sales Manager
Comtech Telecommunications Corp.
CloudVoIP
Customer Success Manager, Small/Medium-Sized Businesses
MyPass Global
full-time
Posted on:
Location Type: Office
Location: Cebu • 🇵🇭 Philippines
Visit company websiteJob 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
ATS 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
