[Hiring] Customer Success Manager @Penbrothers

Role Description

The Customer Success Manager is responsible for ensuring the long-term success and satisfaction of a portfolio of customers post-sale. This role involves demonstrating the value of the client’s solutions, identifying opportunities for expansion, and proactively driving customer retention. The CSM serves as the primary point of contact for customers, providing guidance, strategic recommendations, and support to help them achieve business goals. This position requires strong client-facing skills, the ability to navigate complex internal processes, and a proactive approach to problem-solving.

• Deliver an exceptional, industry-leading customer experience
• Act as the primary liaison between customers and internal teams
• Provide product education, training, and best practices
• Lead customer onboarding, business reviews, and engagement activities
• Proactively identify and address complex issues
• Manage and optimize internal processes
• Take ownership of escalations
• Use Gainsight and Salesforce for record-keeping and opportunity identification
• Identify upsell and cross-sell opportunities
• Oversee the customer cancellation process and retention strategies
• Conduct product demonstrations and provide industry insights

Qualifications

• Bachelor’s Degree required
• 3-5 years of experience in customer success, account management, or similar customer-facing roles within a SaaS environment
• Strong client-facing communication and interpersonal skills
• Excellent problem-solving abilities
• Effective time management skills
• Proficiency in Microsoft Excel, Word, PowerPoint, and Google Suite
• Experience with Salesforce and Gainsight preferred
• Familiarity with ZenDesk and collaboration software like Confluence is a plus
• Proficiency in 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

Benefits

• Meaningful work & Growth: We take every opportunity to stretch ourselves and deliver an excellent client experience.
• Employee as our biggest asset: We are genuinely invested in our people’s career and welfare.
• Global reach & local impact: Get to work with high-growth startups and dynamic companies from the comfort of your own home.
• Powering global startups: We’ve created 1,400 Filipino jobs that empower global start-ups to focus on growth.