Customer Success Manager Job at Heidi (Makati City)

Customer Success Manager

Heidi

Location:
Philippines , Makati City

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

We're looking for a driven and ambitious Scaled Customer Success Manager to join our team. This role offers a unique opportunity to build a career in Customer Success, starting by providing critical operational support and rapidly evolving into a dedicated Customer Success Manager for our accounts. You'll begin by mastering the foundational elements of customer success and support, then quickly handle more direct customer engagement, ultimately owning the end-to-end customer success processes for a portfolio of clients. This is a high-impact role focused on delivering a world-class customer experience by ensuring activation and ongoing adoption — leveraging automation, data insights, and timely, low-touch human engagement. You'll be a highly skilled CSM, adept at both meticulous operational support and effective customer-facing engagement.

Job Responsibility:

Start by providing essential Customer Success support, handling crucial back-office tasks
Automate manual account and permission setup
Efficiently pull and format usage data reports
Meticulously compile data for renewals value showcases
Manage various HubSpot tasks
Ensure inbound customer requests are monitored and routed
Work closely with our global CS teams across Australia, the UK, and the US
Evolve into a dedicated Customer Success Manager for a portfolio of accounts
Take on full account ownership
Lead the onboarding process for new clients
Actively track activation milestones through scalable methods
Deliver engaging trainings and workshops
Manage all direct communications (including virtual calls)
Proficiently handle renewals using our established framework
Ensure ongoing success and satisfaction through comprehensive post-onboarding account management
Manage 50+ accounts while reporting to our regional CS leaders
Drive onboarding, adoption, and expansion through scalable, automated digital strategies
Monitor customer health scores and proactively intervene
Conduct targeted outreach campaigns based on usage patterns and lifecycle stage
Analyse customer usage data to identify adoption patterns and expansion opportunities
Track and report on key metrics: ARR, activation, ongoing adoption and other customer-focused insights
Use predictive analytics to identify at-risk accounts and growth opportunities
Build and use dashboards and reports to optimise digital engagement strategies and identify automation opportunities
Conduct high-impact virtual meetings with key accounts and cohorts
Lead customer webinars, training sessions, and office hours
Manage renewal conversations and identify expansion opportunities
Escalate complex issues to appropriate teams while maintaining customer relationships

Requirements:

3-5+ years as a Customer Success Manager or in a direct customer-facing Customer Success role within a high-growth SaaS company
Proven track record of working with a large, digitally managed customer base, leveraging automation tools, and proficiently using CRM software (e.g., HubSpot)
Excellent communication & customer-facing skills
Highly organised and detail oriented
Proactive & analytical
Collaborative & growth-oriented

What we offer:

Flexible hybrid working environment, with 3 days in the office
Additional paid day off for your birthday and wellness days
Special corporate rates at Anytime Fitness in Melbourne, Sydney tbc
A generous personal development budget of $500 per annum
Learn from some of the best engineers and creatives, joining a diverse team
Become an owner, with shares (equity) in the company

Additional Information:

Job Posted:
February 18, 2026

Employment Type:

Fulltime

Work Type:

Hybrid work

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