Title: Senior Customer Success Manager (CSM)
Location: Remote Philippines
Start: ASAP
Employment Type: Full-Time Contractor
About ReviewBuzz
ReviewBuzz is the #1 reputation management and employee rewards software for home service companies. We make it easy to earn more 5-star reviews on Google, Facebook, and moretying feedback back to individual employees so owners can see who's driving great service.
The Role
You'll be the primary partner for a portfolio of customersleading onboarding, driving adoption, proving ROI, and growing accounts. You'll collaborate across Sales, Product, and Support, always advocating for a remarkable customer experience.
You Will
- Own key accounts, customer portfolios, and success plans; measure outcomes against KPIs.
- Lead the full customer lifecycle: onboarding adoption ongoing value renewal expansion.
- Drive expansions via upsell/cross-sell where it adds real value.
- Lead onboarding, attribution, gamification, and reporting enablement.
- Manage retention, renewals, and customer health with a proactive approach.
- Work closely with end users (not just distributors) to ensure product value and day-to-day adoption.
- Respond quickly via email/chat; manage issues to resolution, document learnings, and share insights.
- Analyze usage data to surface risks/opportunities and propose actions.
- Champion the customer voice internally; influence the product roadmap with data and customer insights.
You Bring
- 5+ years in Customer Success or Account Management at a SaaS/Tech company.
- Experience managing a portfolio of customers with ownership of retention, renewals, and adoption.
- Strong experience engaging directly with end users, not only distributors or channel partners.
- Excellent communication; relationship and stakeholder management.
- Organized, analytical, proactive; strong follow-through.
- Comfortable with targets, multitasking, and night-shift hours.
- Reliable WFH setup with strong internet.
Nice to Have
- Experience with Asana.
- Onboarding/implementation background.
- BI/reporting familiarity.
- Previous experience in a startup or small-to-medium company environment.
- Strong client success mindset with a bias for action and accountability.
- Salesforce expertise is a plus
Shift, Comp, & Benefits
- Shift: 7:00 AM3:30 PM PST (10:00 PM6:30 AM Manila) 8 hours paid + 30 minutes unpaid break
- Base Salary DOE + up to 20% bonus
- Incentives: 30-day targets + Upsell/New revenue
- 13th month pay; Half-day Fridays; 40 hrs PTO; Remote; great culture; paid performance bonuses; Holidays TBD
- Full-time contractor; bi-monthly payouts
- Use of monitoring software/time tracker is mandatory during all working hours
