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
Engage with C-level and VP-level stakeholders to align 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 advise customers on key decisions confidently
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
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 give both you and your customers clear visibility into progress
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
Key Qualifications
610 years of hands-on experience in Customer Success, Account Management, Program Management, or Solutions Consulting in a B2B SaaS environment
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
Holds a Bachelor's degree in Engineering, Business, Supply Chain, or a related field, MBA or post-graduate qualification is a strong plus
