The Associate Customer Success Manager (SMB) is an entry-level individual contributor responsible for managing a high-volume portfolio of small business customers. This role serves as the primary post-sale point of contact, owning the customer relationship and gross revenue retention (GRR) through consistent execution of client's defined customer engagement model.

The Associate CSM partners with customers to drive product adoption, engagement, and value realization while proactively identifying risks to retention. This role operates within established processes and playbooks, focusing on operational excellence, responsiveness, and effective execution.

Work Setup: Onsite Makati (KMC Armstrong Office) ; Night shift - Tues to Sat; Full-time

Responsibilities

Execute the defined engagement model, including scheduled outreach, customer touchpoints, and programmatic engagement
Proactively engage assigned SMB customers to drive platform usage, adoption, and value realization
Establish and maintain customer relationships to achieve retention targets within assigned accounts
Track customer health metrics and escalate risks appropriately using defined processes
Own retention outcomes (GRR) within assigned accounts and ensure customer readiness for renewal in partnership with Sales
Surface expansion signals and opportunities to Sales based on customer usage and needs
Maintain accurate account documentation, activity tracking, and reporting in CRM systems
Follow established workflows for issue escalation and resolution
Continuously build product, process, and industry knowledge
Driving product activation and early adoption
Monitoring customer health signals and identifying potential churn risks
Escalating risks and coordinating issue resolution with internal teams
Owning retention activities within the assigned book of business and partnering with Sales on renewal negotiations and contracts
Identifying and surfacing potential expansion opportunities to the Sales growth team

Qualifications

Minimum of 3 years experience in Customer Success, Account Management, Customer Support, or a similar customer-facing role in a B2B SaaS environment.
Experience managing multiple priorities in a fast-paced environment
Basic understanding of SaaS business models or technology platforms
Experience working with SMB customers in a SaaS environment
Familiarity with CRM systems and customer health tools
Exposure to retention or renewal processes
Bachelor's degree in Business, Communications, Marketing, or related field (or equivalent
Strong written and verbal communication skills

Customer Success Manager Associate

Associate Customer Success Manager