Customer Success Manager

March 12

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Penbrothers

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Penbrothers is a leading provider of remote staffing solutions based in the Philippines. The company specializes in helping businesses find, hire, and manage top Filipino talent, offering a seamless onboarding process and comprehensive HR support. By streamlining administrative tasks such as payroll and compliance, Penbrothers allows companies to focus on their core objectives while building effective, high-performing remote teams. Their mission revolves around humanizing growth, ensuring that both business success and employee well-being are prioritized.

Talent Acquisition • Employment and Onboarding • HR Management and Payroll • Compliance • Office Space

201 - 500 employees

Founded 2014

🤝 B2B

🎯 Recruitment

👥 HR Tech

📋 Description

• The Customer Success Manager is responsible for ensuring the long-term success and satisfaction of a portfolio of customers post-sale. • You will play a pivotal role in demonstrating the value of our solutions, identifying opportunities for expansion, and proactively driving customer retention. • You will serve as the primary point of contact for customers, providing guidance, strategic recommendations, and support to help them achieve their business goals. • Deliver an exceptional, industry-leading customer experience that drives satisfaction and long-term success. • Act as the primary liaison between customers and internal teams, effectively representing the voice of the customer. • Provide comprehensive product education, training, and best practices to maximize customer adoption and value realization. • Lead customer onboarding, business reviews, and engagement activities to ensure a smooth and successful journey. • Proactively identify and address complex issues, working collaboratively with cross-functional teams to drive swift resolution. • Manage and optimize internal processes to improve efficiency and enhance the customer experience. • Take ownership of escalations, ensuring prompt resolution and communication with stakeholders. • Leverage Gainsight and Salesforce to maintain accurate customer records, track engagement metrics, and identify growth opportunities. • Identify upsell and cross-sell opportunities to expand product and service usage within customer accounts. • Oversee the customer cancellation process, including identifying risks, collaborating with internal teams on retention strategies, and documenting all necessary actions. • Conduct product demonstrations to showcase new features, reinforce value, and drive engagement. • Stay updated on industry trends and best practices to provide valuable insights and recommendations to customers.

🎯 Requirements

• Bachelor’s Degree required. • 3-5 years of experience in customer success, account management, or a similar customer-facing role within a SaaS environment. • Strong client-facing communication and interpersonal skills, with the ability to build trust and rapport with stakeholders at all levels. • Excellent problem-solving abilities and comfort handling complex issues with a solution-oriented mindset. • Effective time management skills with the ability to juggle multiple priorities and maintain a healthy work/life balance. • Proficiency in Microsoft Excel, Word, PowerPoint, and Google Suite. • Experience working with Salesforce and Gainsight is highly preferred. • Familiarity with ZenDesk and collaboration software like Confluence is a plus. • Proficiency in using video conferencing platforms such as Zoom or GoToMeeting. • Strong negotiation skills with a proven ability to manage quotas and drive customer growth. • Ability to navigate internal processes and work cross-functionally to ensure customer success.