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 Role
We are looking for an Strategic Account Manager to lead high-value, strategic client relationships and drive long-term growth. In this role, you will act as both a trusted advisor and a strategic account owner.
You will go beyond onboarding and day-to-day support by owning the full client lifecycle from discovery and onboarding to expansion and retention. You will lead a cross-functional team, align internal stakeholders, and proactively identify opportunities to unlock value for clients.
As the primary point of contact, you will shape client strategy, deepen executive relationships, and ensure measurable business outcomes. You will work closely with Sales, Growth, HR, Finance, and Talent Acquisition to deliver a seamless and high-impact client experience.
Your success will be measured by client growth, retention, strategic engagement, and your ability to surface and convert expansion opportunities.
What you'll do
Client Ownership & Strategy
- Own the overall relationship and success of assigned clients
- Lead client discovery sessions to understand business goals, challenges, and success metrics
- Develop and execute Strategic Account Plans aligned with client objectives
- Build and maintain relationship maps (decision-makers, champions, blockers, and influencers)
- Act as the main point of contact and strategic advisor to client stakeholders
Growth & Expansion
- Identify and drive upsell, cross-sell, and expansion opportunities across client accounts
- Proactively uncover white space through strategic conversations and data insights
- Partner with Growth and Sales teams to convert opportunities into revenue
Client Engagement & Delivery
- Lead and deliver Quarterly Business Reviews (QBRs), workshops, and strategic check-ins
- Ensure successful onboarding, HyperCare management, and long-term adoption of services
- Provide ongoing support while elevating conversations from transactional to strategic
Leadership & Cross-functional Alignment
- Lead weekly syncs and align internal teams on client priorities and action plans
- Coordinate with HR, Finance, TA, and Operations to ensure seamless service delivery
- Manage timelines, deliverables, and internal accountability across stakeholders
Operational Excellence
- Track client health, risks, blockers, and key milestones
- Maintain accurate records of client interactions, contracts, and renewals
- Generate and present progress reports to both clients and internal leadership
- Ensure timely coordination with Collections for invoice management
Insights & Continuous Improvement
- Surface insights, risks, and wins in leadership and pilot reviews
- Contribute to playbooks, best practices, and process improvements
- Share learnings from pilot engagements to refine Customer Success strategy and approach
What You Bring
- Bachelor's degree in Business, Communications, or related field
- 4–8 years of experience in Customer Success, Account Management, or Strategic Partnerships (enterprise experience preferred)
- Strong experience managing high-value or complex client portfolios
- Proven ability to drive client growth, retention, and expansion
- Excellent stakeholder management and executive communication skills
- Strong strategic thinking and problem-solving capabilities
- Experience leading cross-functional initiatives and aligning multiple teams
- Highly organized with strong project management skills
- Data-driven with the ability to translate insights into actionable strategies
- Proficiency in Google Workspace (Sheets, Slides) and CRM tools
- Strong presentation, negotiation, and relationship-building skills
- Experience in outsourcing or workforce solutions is a plus
- Understanding of Philippine labor practices is a plus but not required
Don't meet every single requirement At Penbrothers we are committed to building a diverse, inclusive, and authentic workplace, so if you're excited about this role but you don't feel 100% aligned with the qualifications, we encourage you to apply anyway. You may just be the right fit for this or other roles.
Hiring Process
We utilize AI tools to enhance hiring efficiency and ensure a fair evaluation. Consequently, candidates will engage with an AI Interviewer, supervised by Human Talent Acquisition Experts who will support your entire application journey.
Our AI Expectations: While we encourage you to use AI for CV refinement and research, we require that all interviews and assessments be completed through your own authentic effort. The use of real-time AI assistance during interviews or to complete skills tests is strictly prohibited to ensure a fair and genuine evaluation of your capabilities.
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 Filipino jobs that empower global start-ups to focus on growth.
