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
