About Penbrothers
Penbrothers is an HR & remote talent management partner and one of the fastest-growing companies in the Philippines. We provide talented Filipinos with global opportunities in high-growth startups and dynamic companies, from the comfort of their own homes.
About the Client
Our client is a Singapore-based pet nutrition company dedicated to helping dogs live healthier, happier, and longer lives through science-backed, human-grade nutrition. Their meals are formulated by veterinarians and canine nutrition experts, inspired by the ancestral diet, and made with care using gentle cooking and freeze-drying methods. With a strong foundation in research, storytelling, and community education, the company is redefining what it means to feed our dogs well with love, science, and integrity at the core.
About the Role
We're looking for a Sales Account Executive (Client Success & Retention) who can own the full customer journey, from first contact to conversion, through structured onboarding hypercare, and into long-term retention.
This is a high-impact hybrid role combining consultative selling with client success ownership. You will be responsible for converting leads into paying subscribers, ensuring customers are successfully supported during the first 23 months (hypercare), and maintaining strong relationships that drive renewals and repeat business.
This role is ideal for someone who thrives in a hands-on environment, takes full ownership of outcomes, and can execute across both revenue and retention.
What you'll do
Sales & Conversion (Primary Focus)
- Respond quickly and professionally to inbound inquiries across lead sources and social channels.
- Qualify leads, understand customer goals, and drive conversion through consultative sales conversations.
- Manage the full lead pipeline from initial engagement to closing, ensuring no qualified lead is missed.
- Execute structured follow-ups via WhatsApp, email, and calls to move leads through the funnel efficiently.
- Conduct outbound outreach when needed, including re-engaging cold leads, following up past inquiries, and maintaining pipeline flow during slower inbound periods.
Client Success & Hypercare (First 23 Months Post-Sale)
- Own the early customer journey after close, providing structured hypercare support to ensure successful onboarding and engagement.
- Act as the main point of contact for new customers, managing questions, concerns, and ongoing follow-through.
- Monitor customer experience, proactively identify risk signals, and take action to prevent early churn.
- Ensure customers feel supported, confident, and aligned with the service during the critical early stage.
Retention & Relationship Management (Long-Term Ownership)
- Maintain strong ongoing customer relationships to drive retention, renewals, and repeat subscriptions.
- Deliver consistent customer engagement and proactive check-ins to improve satisfaction and loyalty.
- Identify opportunities to strengthen long-term value (e.g., referrals, reactivation, upsell conversations when relevant).
- Ensure customer issues are resolved with urgency, ownership, and clear communication.
Tools, Reporting & Commercial Discipline
- Maintain accurate and complete CRM records across the entire customer lifecycle.
- Track and report key performance indicators including response time, follow-up completion, conversions, and retention outcomes.
- Continuously improve messaging, follow-up cadence, and customer communication workflows to improve performance over time.
What Success Looks Like in This Role
- You consistently convert qualified leads into paying subscribers.
- Customers experience a smooth and successful onboarding during hypercare.
- Retention remains strong because customers feel engaged, supported, and well-managed.
- You operate with discipline, run a clean pipeline, and build a repeatable process that scales.
What You Bring
- At least 34 years of relevant experience in a sales, account executive, client success, customer success, or hybrid revenue role
- Experience owning the customer journey end-to-end (lead engagement to conversion and post-sale retention) is a strong advantage
- Bachelor's degree preferred (or equivalent practical experience in a client-facing commercial role)
- Willingness to undergo training in domain-specific knowledge (e.g., nutrition, wellness)
Skills & Competencies
- Strong business English (spoken and written), with confident customer communication
- Professional communicator via phone, video calls, email, and messaging platforms
- Calm, empathetic, and customer-first mindset, especially during onboarding and support moments
- Strong listening skills with structured problem-solving and clear follow-through
- Sales-oriented while remaining consultative and relationship-driven
- Organized and detail-oriented, with strong discipline in tracking follow-ups and outcomes
- Interest in wellness-focused products; strong personal interest in animals is a plus
Technical & Work Setup
- Reliable high-speed internet connection
- Quiet, professional home-based work environment
- Comfortable using CRM systems, messaging platforms, and productivity tools
Hiring Process
We utilize AI tools to enhance our hiring efficiency and ensure a fair evaluation of all candidates. As a result, candidates who passed our initial evaluations should expect an AI Interviewer as a component of our recruitment process. This is supervised by Human Talent Acquisition Experts who will also engage with you throughout your application journey.
What You'll Get
At Penbrothers, we are obsessed with creating positive employee experiences. Here you'll find an environment that nurtures learning and provides opportunities for growth. You'll have the opportunity to make an impact on fast-growing startups and dynamic companies.
- Meaningful work & Growth: We take every opportunity to stretch ourselves and deliver an excellent client experience.
- Employee as our biggest asset: We are genuinely invested in our people's career and welfare.
- Global reach & local impact: Get to work with high-growth startups and dynamic companies from the comfort of your own home.
- Powering global startups: We've created 1,400 jobs that empower global start-ups to focus on growth.
