Title: Senior Customer Success Manager (CSM)
Location: Remote Philippines
Start: ASAP
Employment Type: Full-Time Contractor
ReviewBuzz is the leading reputation management and employee rewards platform for home service companies in the U.S. We help businesses generate more 5-star reviews across Google, Facebook, and beyondwhile tying feedback directly to individual employees so owners know who's delivering great service.
We're a fast-growing SaaS startup looking for a Customer Success Manager who thrives in a small, high-ownership team. In this role, you'll own retention and renewals by working directly with end users to drive adoption, prove value, and turn customers into long-term partners. You'll manage the full customer lifecycle end-to-end and play a key role in shaping how Customer Success scales as we grow.
What You'll Do
Own Retention & Renewals (Top Priority)
- Take full ownership of retention, renewals, and customer health for your customer portfolio.
- Proactively identify risk, build save plans, and lead renewal conversations.
- Track success against clear KPIs and outcomesnot just activity.
Be Hands-On with End Users
- Work directly with end users and customer stakeholders to drive real, day-to-day adoption.
- Build strong relationships with power users and decision-makersnot just channel partners.
- Act as the go-to partner for customer questions, issues, and ongoing success.
Lead the Full Customer Lifecycle
- Lead the full customer lifecycle: onboarding adoption ongoing value retention renewal expansion.
- Own onboarding to ensure fast time-to-value and strong early engagement.
- Drive ongoing adoption, attribution, gamification, and reporting enablement.
- Clearly demonstrate ROI and tie product value to customer goals.
- Identify and execute expansion opportunities (upsell/cross-sell) where they genuinely add value.
Operate Like a Startup Builder
- Analyze usage data to surface risks, trends, and growth opportunities.
- Partner closely with Sales, Product, and Leadership team to deliver a seamless experience.
- Bring customer insights directly into product and process decisions.
- Help define and improve Customer Success playbooks as we scale.
- Champion the customer voice internally; influence the product roadmap with data and customer insights.
What We're Looking For
- 5+ years of experience in Customer Success or Account Management at a SaaS or tech company.
- Proven ownership of retention, renewals, and adoption across a customer portfolio.
- Strong experience working directly with end users (not just distributors, channel partners, or resellers).
- Excellent communication and stakeholder management skills.
- Highly organized, analytical, and proactiveyou see problems early and act fast.
- Comfortable working with targets, juggling priorities, and supporting night-shift hours.
- Reliable WFH setup with strong internet connectivity.
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
