About the Role
We are seeking a commercially aggressive, data-fluent Strategic Customer Success Manager (Enterprise Renewals Manager) to lead a high-performing, global team of 10–15 account and renewals specialists.
This is not a traditional BPO service delivery or technical support queue. In this role, you will have direct commercial ownership of Net Revenue Retention (NRR), contract longevity, and Annual Recurring Revenue (ARR) forecasting for enterprise software clients. You will act as both a people leader and a commercial closer—ensuring your team maintains flawless pipeline hygiene while personally stepping in to negotiate complex, high-value contract restructures, down-scopes, and competitive save plays.
Key Responsibilities
- Commercial Revenue Ownership: Directly manage, track, and protect a multi-million dollar ARR portfolio. Own the gross and net revenue retention targets for the account.
- Team Leadership & Performance: Lead, coach, and scale a high-velocity team of 10–15 Customer Success and Renewals specialists. Drive behavior around commercial outcomes rather than simple activity metrics.
- Contract Negotiation & De-risking: Step into high-stakes enterprise renewal discussions. Analyze client software utilization data to counter churn requests, build Total Cost of Ownership (TCO) models, and restructure contracts (multi-year locks, tier adjustments) to safeguard long-term value.
- Predictive Churn Mitigation: Establish and oversee data-driven customer health-scoring workflows. Monitor product telemetry, usage drop-offs, and behavioral indicators to trigger automated playbooks before accounts reach critical risk.
- Pipeline Forecasting: Maintain absolute data integrity inside Salesforce/HubSpot. Deliver accurate, weekly renewal forecasts and aging-contract risk assessments directly to senior leadership.
- Cross-Functional Collaboration: Partner closely with global product, engineering, and sales operations teams to resolve critical customer friction points impacting contract signatures.
Minimum Qualifications
- Proven SaaS Revenue Ownership: Minimum of 3–5 years of experience in a commercial Customer Success, Renewals Management, or Strategic Account Management role within the B2B Software-as-a-Service (SaaS) or enterprise technology sector.
- Demonstrated Scale: Proven experience managing, coaching, and driving targets for a team of account specialists or CSMs.
- The Commercial Closer Mindset: Must have a proven track record of personally negotiating high-value software renewals, overcoming budget-cut requests, and successfully defending accounts against market competitors.
- Advanced CRM & CS Tooling Literacy: Deep, hands-on experience navigating Salesforce or HubSpot for pipeline forecasting. Active exposure to dedicated Customer Success platforms (Planhat, Gainsight, ChurnZero, or equivalent telemetry systems) is highly preferred.
- Data-Driven & Analytical: Strong proficiency in using data analytics (Tableau, Power BI, or Advanced Excel) to cross-reference product usage patterns with contract realities.
- Communication Style: Exceptional corporate presence with a professional, empathetic, yet highly direct approach to negotiation and stakeholder management.
- Logistics: 100% comfortable working on-site in BGC, Taguig City on a fixed schedule. Immediate or short-notice availability is a massive advantage.
