ShiftCare

Customer Success Manager – Onboarding

ShiftCare

full-time

Posted on:

Location Type: Remote

Location: Philippines

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About the role

  • Own a portfolio of clients post-onboarding and serve as their trusted advisor.
  • Conduct regular outbound calls to drive seat expansion, plan upgrades, and usage growth.
  • Proactively identify high-value opportunities using customer data and product usage trends.
  • Collaborate with Operations and CS leadership to execute strategic growth plans for key accounts.
  • Maintain strong relationships through purposeful check-ins and tailored guidance.
  • Help customers adopt underused or newly released product features.
  • Guide clients through best practices to improve value realisation and workflow efficiency.
  • Create or contribute to customer-facing content (webinars, videos, help docs, templates).
  • Maintain accurate, detailed notes and next steps in HubSpot and ChurnZero.
  • Prioritise tasks effectively, managing time across calls, follow-ups, reviews, and CRM hygiene.
  • Work cross-functionally with Support, Sales, Product, and Marketing to solve customer issues and deliver an exceptional experience.
  • Analyse customer behaviour data and translate insights into clear action plans.
  • Educate customers on new features and product updates.
  • Escalate issues effectively — distinguishing between user error, training gaps, bugs, and feature requests.
  • Advocate for customers by sharing insights.

Requirements

  • 2+ years of experience in an Onboarding, Training, Support, or similar customer-facing role, ideally in SaaS.
  • Demonstrated success in a role involving customer enablement, product education, or workflow optimisation.
  • Proficiency with customer data tools, Google/Office suites, and CRMs (HubSpot/ChurnZero preferred).
  • Strong English communication skills (phone-first).
  • PH-based and able to work AEST hours.
  • High-speed and stable primary + backup internet connection (min 10 Mbps).
  • A screenshot of your speed test results will be required.
Applicant Tracking System Keywords

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

Hard Skills & Tools
customer enablementproduct educationworkflow optimisationdata analysisCRM management
Soft Skills
communicationrelationship managementtime managementproblem-solvingcollaboration