Customer Success Manager

Customer Success Manager (CSM)

Location: BGC, Taguig (hybrid)

About the Role

As a Customer Success Manager (CSM), you will be responsible for helping customers realize measurable business value from Darwinbox while protecting and growing recurring revenue across your portfolio.

You will act as a strategic advisor to customer stakeholders, driving adoption, retention, executive engagement, expansion opportunities, and customer advocacy. As the primary post-go-live relationship owner, you will partner closely with cross-functional teams to ensure customers achieve their desired business outcomes and maximize the value of their investment in Darwinbox.

This is a highly strategic, customer-facing role that combines relationship management, business consulting, growth planning, and customer outcome leadership.

What You'll Do:

Own Customer Success Strategy

• Develop and execute account success plans aligned with customer business goals and priorities.
• Build strong relationships with key stakeholders, executive sponsors, champions, and decision-makers.
• Maintain stakeholder maps, risk registers, account plans, and growth strategies.
• Understand customer business objectives, transformation initiatives, and long-term success measures.
• Serve as the strategic voice of the customer within Darwinbox.

Drive Adoption & Value Realization

• Help customers maximize adoption across modules, features, and business processes.
• Analyze customer health, utilization trends, and engagement patterns.
• Identify opportunities to increase platform maturity and business value.
• Lead value realization conversations with customer leadership teams.
• Demonstrate measurable business outcomes and ROI achieved through Darwinbox.
• Develop actionable recommendations that improve customer success outcomes.

Lead Executive Engagement & Governance

• Facilitate Quarterly Business Reviews (QBRs), Executive Business Reviews (EBRs), and governance meetings.
• Present adoption trends, business outcomes, risks, opportunities, and strategic recommendations.
• Drive alignment between customer objectives and Darwinbox capabilities.
• Strengthen executive confidence and deepen strategic partnerships.
• Ensure customer priorities are clearly understood and acted upon internally.

Protect Customer Retention

• Proactively monitor account health and identify early signs of dissatisfaction or risk.
• Develop and execute retention and recovery plans for at-risk accounts.
• Coordinate internal stakeholders to address customer concerns and remove blockers.
• Manage relationship escalations and business-critical situations.
• Maintain customer confidence during periods of change, disruption, or service challenges.

Drive Growth & Expansion

• Identify opportunities to expand Darwinbox adoption across modules, business units, employee populations, geographies, and new use cases.
• Partner with Sales and Key Account Management teams to develop account growth strategies.
• Build stakeholder alignment and business cases that support expansion opportunities.
• Contribute to expansion pipeline generation and opportunity progression.
• Support long-term account growth and revenue retention objectives.

Build Customer Advocacy

• Develop customer champions and executive sponsors.
• Increase customer participation in reference programs, testimonials, case studies, and advocacy initiatives.
• Drive leadership satisfaction and customer sentiment improvements.
• Capture and showcase customer success stories and business outcomes.
• Help create referenceable customers who actively advocate for Darwinbox.

Orchestrate the Customer Experience

• Serve as the central coordinator for the overall customer experience.
• Align internal teams including Support, Product, Engineering, Implementation, Payroll, Finance, and Sales around customer priorities.
• Ensure timely visibility and escalation of customer-impacting risks.
• Drive accountability and follow-through across cross-functional teams.
• Facilitate clear, proactive, and consistent communication with customers.

Influence Product Strategy

• Gather customer feedback, enhancement requests, and market insights.
• Identify recurring themes impacting adoption, satisfaction, or business outcomes.
• Communicate customer priorities and business impact to Product and Engineering teams.
• Advocate for improvements that increase customer value and platform adoption.

Maintain Operational Excellence

• Keep account plans, stakeholder records, health assessments, opportunity tracking, and risk logs current.
• Ensure customer data and activities are accurately maintained within Gainsight and related systems.
• Track governance actions, success plans, and recovery initiatives through closure.
• Contribute to process improvements, best practices, and organizational learning within the Customer Success function.

What Success Looks Like

• Strong customer retention and account health.
• Increased product adoption and value realization.
• Trusted executive relationships across assigned customers.
• Expansion pipeline growth and revenue influence.
• Improved customer advocacy, references, and leadership NPS.
• Consistent delivery of governance, account planning, and risk management activities.
• High-quality customer outcomes that strengthen long-term customer partnerships.

What You'll Bring

• Strong customer relationship management and executive stakeholder engagement skills.
• Experience managing enterprise SaaS customers and complex account portfolios.
• Ability to translate product adoption and data insights into business value conversations.
• Exceptional communication, presentation, and consulting skills.
• Commercial awareness with the ability to identify growth opportunities.
• Strong problem-solving, strategic thinking, and cross-functional leadership capabilities.
• Ability to influence outcomes without direct authority.
• High ownership, accountability, and customer-centric mindset.