[Hiring] Digital Customer Success Manager @Penbrothers

Role Description

As a Customer Success Manager, Digital, you will proactively engage existing customers to drive product adoption, help them realize more value from their solutions, and strengthen customer engagement. You will use a consultative, customer-first approach combined with proactive outreach to identify customer needs, address adoption challenges, and connect customers with relevant product education and resources. You will manage the engagement process from initial outreach through customer meetings, follow-ups, and coordinated internal handoffs.

• Conduct proactive customer outreach through phone calls, personalized emails, and structured follow-up sequences.
• Prioritize customer engagement based on product adoption, lifecycle stages, engagement history, and targeted campaigns.
• Schedule and lead customer adoption check-ins to understand goals, usage, satisfaction, and potential barriers.
• Identify signs of low product adoption, disengagement, or customer risk, and coordinate appropriate health assessments.
• Educate customers on product features, new releases, best practices, and relevant digital programs.
• Encourage participation in webinars, product training, and customer education events.
• Identify customer needs and coordinate requests with internal product, support, implementation, training, and commercial teams.
• Document meeting outcomes, action items, owners, and deadlines while ensuring timely follow-ups and handoffs.
• Maintain accurate customer engagement records, adoption findings, and next steps in Salesforce and Gainsight.
• Identify potential expansion opportunities and share qualified insights with Account Management or Sales.
• Share customer feedback and recurring challenges to improve product education and engagement strategies.
• Manage a high-volume workload while meeting outreach, engagement, and follow-through goals.

Qualifications

• A bachelor's degree.
• 3–5 years of experience in SaaS Customer Success, digital engagement, account management, or a related customer-facing role.
• Confidence in conducting outbound calls, securing customer meetings, and handling initial objections professionally.
• Strong customer discovery skills, including understanding customer goals, product adoption, challenges, and next steps.
• Excellent English communication skills and virtual meeting facilitation abilities.
• The ability to build rapport with diverse customer stakeholders.
• Strong organizational, prioritization, and follow-through skills across multiple customer engagements.
• An understanding of SaaS adoption, customer health indicators, product education, and value realization.
• Experience with Salesforce and Gainsight is preferred; familiarity with Zendesk, Confluence, and webinar tools is an advantage.
• A collaborative, metrics-driven mindset and experience working toward outreach and customer engagement targets.

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.