Customer Success Manager  

Customer Success Manager

About the Role

We're looking for an experienced Customer Success Manager to help international customers achieve measurable results with our enterprise software for sales performance and employee engagement. Our platform enables companies to recognize achievements, run competitions, track goals, and provide real-time visibility into performance, helping drive productivity and revenue.

Trusted by global enterprises, high-growth businesses, and professional sports franchises, we're recognized by G2 and Capterra for both our platform and exceptional customer support.

Based in the Philippines, you'll manage a portfolio of international customers, owning the relationship from onboarding through adoption, renewal, and expansion. This is a proactive, commercially focused role where you'll use HubSpot to drive customer success.

Key Responsibilities

• Manage a portfolio of customer accounts as the primary point of contact.
• Build customer success plans aligned with business goals.
• Lead onboarding, account setup, product training, and user adoption.
• Conduct regular check-ins, account reviews, and Quarterly Business Reviews (QBRs) via Zoom.
• Drive customer retention, renewals, and satisfaction.
• Identify churn risks and execute recovery plans.
• Spot upsell and cross-sell opportunities in partnership with Sales.
• Manage customer inquiries and tickets through HubSpot Service Hub while meeting SLA targets.
• Maintain accurate customer, renewal, and activity records in HubSpot.
• Collaborate with Product, Sales, and Support teams to resolve issues and advocate for customer needs.
• Monitor customer health metrics and report outcomes.

What Success Looks Like

First 30 Days

Learn the product, HubSpot processes, and customer portfolio.

Build relationships with key customers.

First 90 Days

Independently manage onboarding, account reviews, renewals, and customer health.

First Year

Own retention and expansion for your portfolio while delivering strong customer outcomes and net revenue retention.

Success is measured by customer retention, renewals, onboarding and adoption, reduced churn, accurate CRM data, proactive engagement, SLA performance, and customer satisfaction.

What We Offer

Competitive salary and paid time off.

Monday-Friday schedule aligned with Australian business hours.

Opportunity to work with international enterprise customers.

Hands-on experience with HubSpot and modern customer success technology.

Career growth and increased responsibility.

Required Qualifications

• 3+ years' experience in Customer Success, Client Success, or Account Management.
• Proven responsibility for customer retention and renewals.
• Experience with HubSpot or another major CRM.
• Strong ability to manage multiple customer accounts and prioritize effectively.
• Excellent written and spoken English, with confidence leading virtual customer meetings.
• Proactive, customer-focused problem solver.
• Strong organization and time management skills.
• Available to work Australian business hours from the Philippines

Preferred Qualifications

• Experience in SaaS, software, or technology.
• Experience with customer success or support platforms.
• Familiarity with Gong, Microsoft Teams, HubSpot, or Salesforce.
• Customer onboarding or implementation experience.
• Experience supporting customers in Australia, North America, or the UK.