Customer Success Manager

• Serve as a primary point of contact for assigned clients and maintain professional, responsive, and trusted relationships
• Manage client questions, requests, concerns, and follow-ups through resolution
• Monitor client needs, service commitments, project updates, and outstanding action items
• Coordinate with internal teams to ensure client requests are assigned, tracked, and completed accurately and on time
• Provide clients with clear updates regarding timelines, deliverables, service issues, and next steps
• Schedule and facilitate client meetings, check-ins, onboarding sessions, and business reviews as needed
• Prepare meeting agendas, take notes, document decisions, and track follow-up actions
• Support client onboarding, implementation, account transitions, renewals, and ongoing engagement activities
• Identify opportunities to improve client adoption, engagement, satisfaction, and overall service outcomes
• Monitor client feedback and escalate risks, recurring issues, or potential dissatisfaction appropriately
• Maintain accurate client records, account information, service documentation, and communication history in CRM or client management systems
• Track key client success metrics, service issues, response times, and other relevant performance indicators
• Support the preparation of client reports, account summaries, presentations, and business review materials
• Gather and communicate client feedback to help improve internal processes, services, and customer experience
• Partner with sales, operations, support, finance, and leadership teams when client needs require cross-functional coordination
• Maintain a proactive approach to client communication rather than waiting for issues to arise
• Support other client success, account management, and operational requirements as needed

Client Success Specialist

• Respond to learner and admin queries by email and help desk
• Troubleshoot platform questions involving course setup, enrolments, SCORM uploads, reporting and integrations
• Identify recurring issues and suggest improvements to help content, processes or the product
• Run new-customer onboarding using the company's Time to Value process
• Conduct regular customer check-ins and understand customer goals and service usage
• Monitor usage and health signals in HubSpot and admin dashboards
• Flag at-risk accounts ahead of renewal, prepare renewal-support material and log churn reasons
• Help customers gain more value from the platform from onboarding through renewal
• Maintain accurate and up-to-date HubSpot CRM records
• Run tailored product demos for associations and not-for-profits
• Follow up with prospects, answer questions and keep deals moving
• Help write blog posts, customer newsletters and social media posts
• Create guides, case studies and how-to resources
• Share customer wins and stories demonstrating what associations can achieve with learning
• Report to the Head of Customer Success

Customer Success Specialist – SAAS

• Own and coordinate the post-sale fulfilment process from the initial client briefing through to campaign completion
• Join client briefing calls with the salesperson and gather all information required to deliver the campaign
• Coordinate between clients, creators and internal team members throughout each stage of the campaign
• Translate client requirements into clear briefs for creators
• Liaise with creators on campaign requirements, creative concepts, scripts, content submissions and timelines
• Manage the script approval process between creators and clients, ensuring feedback and revisions are communicated clearly and promptly
• Coordinate filming schedules and ensure agreed campaign timelines and SLAs are met
• Track content submissions, client approvals, edits and publishing schedules
• Keep campaign trackers and internal systems up to date across multiple active campaigns
• Monitor campaign progress and proactively flag anything falling behind or requiring escalation
• Work closely with sales, marketing and operations to resolve blockers and keep campaigns moving
• Coordinate campaign reporting and ensure reports are delivered to clients and relevant sales representatives
• Identify opportunities to improve processes, workflows and communication as the business scales
• Use AI tools to streamline communication, drafting, organisation and day-to-day workflows
• Support occasional executive assistant tasks for the founder, including inbox management, travel coordination and monthly commission-related administration

Client Success and Fulfilment Coordinator

• Build strong business relationships with respective accounts by ensuring client needs and expectations are consistently met and exceeded.
• Manage client complaints and resolve issues effectively and promptly.
• Manage client usage through planning and realistic expectations, including increasing usage of under-utilized accounts with Executive Assistants.
• Leverage sales experience to identify growth opportunities within existing accounts, increasing client satisfaction and revenue.
• Conduct sales calls to potential clients, present MySigrid’s offerings, and convert leads into business opportunities.
• Promote MySigrid’s values and maintain a positive working environment.
• Perform daily health checks on each account’s mailboxes.
• Provide immediate support to staff relevant to clients, including guidance on processes, SOPs, and daily operations.
• Assist and monitor staff in inbox clean-up, task scheduling, and time management.
• Assist and monitor staff in addressing mistakes and learning opportunities; ensure incidents are reported and resolved.
• Provide coaching and training to staff.
• Ensure work quality through weekly quality audits in compliance with SOPs.
• Ensure client preferences and information are securely captured and stored according to SOPs and data protection policies.
• Identify process and knowledge gaps and offer short-term and long-term solutions.
• Conduct initial checks of requested leave dates for resource shortages and forward requests to the manager for final approval.
• Assist management with rolling out new processes, policies, or projects.
• Take on additional responsibilities assigned by the manager to promote team growth and continuous improvement.

Customer Success Manager – Sales Experience Required

• Execute Sinch’s strategic legacy API deprecation project
• Act as a trusted advisor to business customers
• Guide customers off legacy, end-of-life API integrations and onboard them onto the Engage REST API or transition them to app.sinch.com
• Conduct proactive discovery calls with technical and business stakeholders
• Understand customers’ API implementations, technology stacks, and transition timelines
• Use modern AI tools to troubleshoot and work through technical solutions with customers
• Present the benefits of modernizing onto Sinch’s latest platforms
• Address objections regarding development effort, platform timing, and cost
• Provide flexible migration pathways, workarounds, and commercial incentives
• Track customer migration lifecycles across CRM and project tracking tools
• Ensure milestones including notice sent, discovery call, staging test, and full cutover are achieved before API sunset deadlines
• Partner with Customer Success teams, Tier 2/3 Support Engineers, and Product Managers to resolve technical roadblocks and escalate critical account requirements
• Report to the Director, Customer Support (Applications)

Customer Success Manager III

• Plan, build and deploy email campaigns in Klaviyo supporting customer engagement, retention and sales
• Create persuasive email copy and design that connect with customers and encourage action
• Work with the team to shape campaign priorities and approaches
• Contribute ideas to improve email effectiveness
• Monitor email performance, recommend improvements, and implement changes and tests
• Deliver accurate, well-targeted campaigns and automated emails
• Maintain consistent quality across content, audience selection and customer experience

CRM & Email Design Specialist

• Handle customer inquiries through email, live chat, and social media
• Support customers with orders, shipping, returns, refunds, subscriptions, and complaints
• Help retain subscribers by understanding concerns and preventing avoidable cancellations
• Follow SOPs and brand guidelines while using good judgment to find the right solution
• Escalate complex cases and maintain accurate records
• Encourage satisfied customers to share genuine reviews
• Provide 24/7 support coverage for subscription customers worldwide

Customer Success Agent

• Manage the end-to-end sales pipeline from pre-demo through implementation
• Build customer relationships, identify needs, qualify interests, and drive sales
• Follow up with leads via calls, texts, email, LinkedIn, and automated sequences
• Conduct in-depth sales demos and explain services, software, value propositions, and product features
• Prospect new leads and send outbound communications, including InMails
• Understand customer segments and needs to convert prospects into paying customers
• Maintain contacts, leads, opportunities, and sales activity records in the CRM
• Collaborate with sales executives to meet company goals and targets
• Re-engage customers who did not complete onboarding and help them get started
• Answer technical and integration questions and customize product demonstrations
• Develop solutions for integration issues using tools such as Zapier
• Provide technology support and help customers set up their product experiences
• Respond to inbound customer calls, chats, and texts
• Perform additional duties as needed to ensure customer satisfaction

Customer Success Manager, AI

• Own the customer journey from contract signing through implementation, launch, and ongoing success.
• Take new customers live by configuring workflows, call forwarding, and integrations.
• Build and improve AI agent behaviors, including prompts and escalation logic.
• Implement new workflows as the product evolves.
• Work with systems like athenahealth and Brightree for integrations, handling authentication and debugging.
• Conduct onboarding calls and regular check-ins with customers to ensure satisfaction.
• Investigate and troubleshoot issues, isolating problems and fixing them when possible.
• Triage engineering issues with detailed context for efficient resolution.
• Protect revenue by identifying churn risks and opportunities for account expansion.
• Document recurring issues and create playbooks for future reference.
• Serve as the primary point of contact for customers and ensure they get maximum value from the solutions.

Implementation, Customer Success Manager – AI Agents

• Conduct daily outreach to faculty via calls, emails, and one-to-one demos to set up JoVE integrations in courses and increase product usage
• Increase JoVE adoption through product awareness sessions across existing customer universities and research institutes
• Grow engagement and usage through presentations at exhibits and conferences, university seminars and workshops, and onsite customer visits
• Strengthen subscription renewal outcomes through smooth implementation support and consistent usage of JoVE resources
• Communicate customer feedback to sales, product, and marketing teams to influence product decisions

Customer Success Manager jobs in Philippines