About Us:
We are a leading AI-powered logistics optimization and visibility SaaS platform, helping enterprises streamline supply chain operations with data-driven insights. We work with some of the world's biggest global brands — across FMCG, Pharma, Paints, CEP, and Retail — enabling them to achieve efficiency, transparency, and scalability in their logistics networks. We are now taking our game-changing platform to Southeast Asia, beginning with the Philippines. This is Day 1 of something big — and you'll be at the center of it.
The Role:
We are seeking a hustler with pedigree. As a Senior Customer Success Manager, you will have managed complex enterprise accounts, engaged with C-suite executives, and delivered measurable outcomes that customers talk about. This is a founding role for our client in the Philippines where you will write the playbook. As we expand our presence in SEA, this role has a clear and intentional path to leading and building a regional Customer Success team. If you desire to build something meaningful in one of the most exciting logistics tech companies in Asia, read on.
Key Responsibilities:
- Own Your Accounts — End to End• Take complete ownership of a portfolio of enterprise accounts in the Philippines — onboarding, adoption, retention, expansion, and renewal.• Be the primary point of contact for your accounts — from the Operations team to the CXO suite.• Build multi-threaded, deep relationships within customer organizations across Supply Chain, IT, Operations, and Finance functions.
- Be a Strategic Partner — Not Just a Vendor Rep• Engage with C-level and VP-level stakeholders to align our client's platform capabilities with the customer's strategic logistics and supply chain goals.• Conduct high-quality Executive Business Reviews (EBRs) that demonstrate quantifiable ROI and forward-looking value.• Act as a Trusted Advisor — build domain depth in logistics, develop strong product fluency, and confidently advise customers on key decisions.
- Drive Adoption & Measurable Outcomes• Design and execute Customer Success Plans (CSPs) tailored to each customer's operational context and business goals.• Proactively monitor product adoption metrics and drive interventions when usage dips or risks emerge.• Champion change management within customer organizations — because platform adoption is a people problem, not just a tech problem.
- Be Data-Driven — Always• Track and act on Customer Health Scores, NPS, CSAT, and usage signals with precision.• Analyze customer data, usage patterns, and business outcomes to continuously refine success strategies.• Build and maintain dashboards and reports that provide clear visibility into progress for both you and your customers.
- Own Revenue — Retention & Growth• Drive Net Revenue Retention (NRR) — own renewals and ensure zero preventable churn.• Identify and develop upsell and cross-sell opportunities by mapping Customer Lifetime Value (CLTV).• Partner with Sales on expansion plays, commercial negotiations, and new account introductions within the region.
- Hustle & Execute — Hands-On Always• Roll up your sleeves — troubleshoot integration issues, run training sessions, build custom ROI reports, or resolve escalations at short notice.• Coordinate with Implementation, Product, Engineering, and Support teams to resolve customer issues with speed and accountability.• Manage program timelines, feature rollouts, and expectation-setting across multiple enterprise projects simultaneously.
- Build the Foundation — For the Future Team• Document learnings, playbooks, escalation frameworks, and onboarding processes as you go — you are building the CS practice in PH from the ground up.• Share customer insights and product feedback with global Product and Engineering teams to influence the roadmap.• As the business scales, step into a team leadership role — hiring, mentoring, and managing a local CS team.
Who You Are — The Pedigree We're Looking For:
- Education:• Bachelor's degree in Engineering, Business, Supply Chain, or a related field from a reputable institution.• MBA or post-graduate qualification is a strong plus.
- Experience:• 6–10 years of hands-on experience in Customer Success, Account Management, Program Management, or Solutions Consulting in a B2B SaaS environment.• Must have: Proven track record of managing enterprise accounts with multi-stakeholder engagement, including C-suite.• Experience in Logistics Tech, Supply Chain Visibility, Transportation Management, or FMCG is strongly preferred.• Prior experience working with global or regional SaaS companies — ideally with exposure to cross-border customer environments in SEA.• Proven success in closing renewals, driving expansions, and navigating difficult customer situations.
Skills & Competencies:
- Must-Haves:• Exceptional executive communication, presentation, and storytelling skills in English (Filipino/Tagalog is a bonus for local engagement).• Strong analytical mindset — comfortable with data, dashboards, and deriving actionable insights.• Hands-on familiarity with tools like CRM (HubSpot/Salesforce), Jira, and BI platforms (Power BI, Tableau, Looker).• High ownership mentality — treating your accounts like your own business.
- Nice-to-Haves:• Exposure to APIs, SaaS integrations, and technical onboarding workflows.• Network within the Philippine or SEA enterprise logistics, FMCG, or supply chain ecosystem.
Location & Work Setup:
- Remote — Based in the Philippines (Metro Manila preferred).
- Transitioning to a Manila office as we scale our SEA operations.
- Regional travel to customer sites across the Philippines may be required (15–25%).
- Occasional travel to India (HQ) for onboarding, offsites, and team alignment.
Why Join Us at This Stage
- Be one of our client's first CS hire in the Philippines — your work will directly define how the company shows up in SEA.
- Work with a disruptive AI-powered logistics platform that is transforming enterprise supply chains.
- High-impact role with direct exposure to global leadership and enterprise clients.
- Grow with us — the IC role today is the Regional CS Lead of tomorrow.
- Be part of a collaborative, ambitious, and no-politics startup culture that rewards ownership.
