Position: Customer Success Manager (Small & Mid-Sized Businesses)
Salary: $1,300 USD/month + 10% Performance Bonus
Location: Remote Philippines
Schedule: U.S. Eastern Time
We are looking for an experienced Customer Success Manager to join a leading U.S.-based cybersecurity and encryption company. In this role, you'll manage a large portfolio of small and mid-sized business customers, ensuring they receive maximum value from our products and services.
You'll help onboard new customers, drive engagement, handle renewals, and provide proactive support to prevent churn. This role requires someone who can balance customer empathy with strong organizational and technical skills.
Key Responsibilities
- Manage a high-volume portfolio of SMB accounts, focusing on retention and satisfaction.
- Onboard and train new customers through 1:1 and group sessions.
- Proactively engage low-usage or at-risk customers to improve adoption.
- Handle renewals and coordinate account reviews to maximize lifetime value.
- Execute engagement campaigns to drive usage and education across your accounts.
- Generate invoices and support accounting with overdue collections when needed.
- Collaborate cross-functionally to improve customer success processes and best practices.
Qualifications
- 4+ years of experience in a customer-facing role (Support, Sales, Account Management, or similar).
- At least 2 years of experience supporting technical products or SaaS environments.
- Proven ability to manage 200+ accounts simultaneously.
- Excellent communication and relationship management skills.
- Experience conducting training sessions or webinars.
- Strong problem-solving and organizational abilities.
- Ability to work independently and thrive in a fast-paced, dynamic environment.
Bonus Points
- Previous experience as a Customer Success Manager in a SaaS company.
- Familiarity with Salesforce or Outreach.
- Experience handling renewals and negotiations.
- Background working in a pooled CSM model.
Benefits:
- Flexible PTO: We encourage employees to take a minimum of 25 days (uncapped) of paid time off (PTO) annually, in addition to 12 federal holidays, to ensure a healthy work-life balance. PTO requires supervisor approval.
- Additional Perks: $250 home office stipend, $1,500 annual learning & development stipend, referral bonuses, wellness benefits (e.g., Headspace access), internal mobility opportunities, and frequent team celebrations.
