Job Description

• Customer Engagement & Support

• Manage customer interactions through a pooled model, responding to triggers and alerts (e.g., usage drop, health score decline).

• Investigate root causes of customer health issues and implement corrective actions.

• Conduct 1: Many product training sessions and webinars to drive adoption.

• Journey Management

• Execute tasks across the customer lifecycle: onboarding, adoption, pre-renewal, and post-renewal.

• Monitor and act on triggers from platforms like ChurnZero, ServiceCloud, and Dialpad (e.g., activation CTAs, health score changes, NPS follow-ups).

• Curate and share content, newsletters, and product updates to enhance engagement.

• Data Analysis & Reporting

• Perform account insight analysis to identify pain points and recommend improvements.

• Track and report on KPIs such as Gross Revenue Retention (GRR), CSAT, health scores, and CTA completion.

• Collaboration

• Work closely with Account Managers for pre-renewal health clinics and account reviews.

• Maintain shared notes and updates in CS platforms to ensure consistent customer experience across the pool.

Qualifications:

• College Graduate with 5-6 years relevant experience. At least 2-3 years of experience as a Lead/Supervisor handling a team of Customer Success Representatives

 • Strong understanding of Customer Success/Sales principles and SaaS business models.

 • Experience with CS platforms (e.g., ChurnZero, Planhat, Gainsight) and trigger-based workflows.

 • Excellent communication skills for both 1:1 and 1:Many engagements.

 • Analytical mindset with ability to interpret health scores, usage data, and survey feedback.

 • Ability to manage multiple accounts simultaneously in a fast-paced environment.

 • Willing to work onsite in Alabang site on night shift