ASAP: Specialist, Customer Success | Hybrid - Makati | Nightshift

Customer Success Manager

We’re building collaboration software to help every team in the world become more

effective in working together and realizing their goals. Our Customer Success team is committed

to helping customers adopt as both a technology product and a holistic approach to

teamwork. We strive to help all of our customers, across countries, industries, and functions, get

off on the right foot and continue to get the most value out of over time.

We are formally launching a Scaled Customer Success program to drive adoption and retention

across a broader customer base. We're looking for a Customer Success Manager (CSM),

Scaled to partner with customers on how to best leverage in achieving their unique

business objectives. Your engagements with customers, while time-bound, will result in their

increased satisfaction with and confidence in their organization’s work management

solution. Equipped with the knowledge of what it takes for customers to succeed with,

you will serve as a thought partner and lifeline to customers. To the entire team, you’ll

exemplify empathetic, customer-centricity.

Responsibilities

● Work with the customers across industries, functions, and stages of their customer journey

in both time-bound 1:1 and scaled manners

● Drive customer outcomes and value via time-bound engagements by consulting on change

management, leading design workshops, and storytelling through business reviews

● Empower customers to become self-sufficient champions, solving for their immediate

needs while focusing on their long-term success, value realization, and retention

● Co-create strategies and plays with your Scaled CS team to drive the broadest engagement

across our customer base, most meaningful engagement tactics, and best adoption and

retention results

● Act as a cross-functional superstar: Proactively partner with Sales and Renewals to flag at risk

accounts, provide customer insights, and highlight expansion opportunities and retention risks

● Liaise with Support and Finance to help quarterback resolutions for customer issues

● Serve as the voice of your customers cross-functionally, providing feedback to the Product

team and broader business

● Develop strong relationships with assigned customers, acting as their main point of

contact.

● Guide customers through onboarding, training, and product adoption.

● Monitor customer health and proactively address concerns to reduce churn.

● Drive product usage through best practice sharing and strategic guidance.

● Partner with Sales and Support teams to identify expansion opportunities.

● Maintain customer data and interactions in CRM (e.g., Salesforce).

● Analyze customer metrics and create quarterly business reviews (QBRs).

About you:

● 2 - 3+ years of demonstrated success in an Account Management or Customer Success role

● Experience working in a SaaS or B2B environment is strongly preferred.

● Excellent communication and interpersonal skills.

● Strong problem-solving, time management, and organizational abilities.

● Familiarity with tools like Salesforce, Gainsight, or HubSpot.

● Solid communicator: Able to communicate confidently & concisely through, via

email, over the phone, with all audiences (from cross-functional team to customer

Executives)