Customer Success Manager
About Penbrothers
Penbrothers is an HR & remote talent management partner and one of the fastest growing companies in the Philippines. We provide talented Filipinos with global opportunities in high-growth startups and dynamic companies, from the comfort of their own homes.
About the Client
We offer the world’s most intuitive, trusted, and powerful expense management and AP automation solution. Designed to meet the demands of today’s and tomorrow’s workforce, our technology empowers employees and keeps spending in compliance.
Our mission is to help make our users’ lives – and their businesses – better. We are dramatically transforming how organizations manage corporate expenses and invoices. We humanize work by automating manual tasks and saving users’ time, so they can focus on what matters most – their family, community, or more rewarding work. We help CFOs give their employees a simple and amazing experience while ensuring compliance and reducing costs. Our solutions are tailored for companies from start-ups and SMBs to enterprises such as Microsoft, Pinterest, Bosch, Bill & Melinda Gates Foundation, and Estee Lauder. We have more than 18,000 customers and 12 million users globally.
About the Role
The Customer Success Manager is responsible for ensuring the long-term success and satisfaction of a portfolio of customers post-sale. As a CSM, you will play a pivotal role in demonstrating the value of our solutions, identifying opportunities for expansion, and proactively driving customer retention. You will serve as the primary point of contact for customers, providing guidance, strategic recommendations, and support to help them achieve their business goals. This role requires strong client-facing skills, the ability to navigate complex internal processes, and a proactive approach to problem-solving.
What you’ll do
Deliver an exceptional, industry-leading customer experience that drives satisfaction and long-term success.
Act as the primary liaison between customers and internal teams, effectively representing the voice of the customer.
Provide comprehensive product education, training, and best practices to maximize customer adoption and value realization.
Lead customer onboarding, business reviews, and engagement activities to ensure a smooth and successful journey.
Proactively identify and address complex issues, working collaboratively with cross-functional teams to drive swift resolution.
Manage and optimize internal processes to improve efficiency and enhance the customer experience.
Take ownership of escalations, ensuring prompt resolution and communication with stakeholders.
Leverage Gainsight and Salesforce to maintain accurate customer records, track engagement metrics, and identify growth opportunities.
Identify upsell and cross-sell opportunities to expand product and service usage within customer accounts.
Oversee the customer cancellation process, including identifying risks, collaborating with internal teams on retention strategies, and documenting all necessary actions.
Conduct product demonstrations to showcase new features, reinforce value, and drive engagement.
Stay updated on industry trends and best practices to provide valuable insights and recommendations to customers.
Requirements
What You Bring
Bachelor’s Degree required.
3-5 years of experience in customer success, account management, or a similar customer-facing role within a SaaS environment.
Strong client-facing communication and interpersonal skills, with the ability to build trust and rapport with stakeholders at all levels.
Excellent problem-solving abilities and comfort handling complex issues with a solution-oriented mindset.
Effective time management skills with the ability to juggle multiple priorities and maintain a healthy work/life balance.
Proficiency in Microsoft Excel, Word, PowerPoint, and Google Suite.
Experience working with Salesforce and Gainsight is highly preferred.
Familiarity with ZenDesk and collaboration software like Confluence is a plus.
Proficiency in using video conferencing platforms such as Zoom or GoToMeeting.
Strong negotiation skills with a proven ability to manage quotas and drive customer growth.
Ability to navigate internal processes and work cross-functionally to ensure customer success.