Manager, Customer Success

TL;DR

Manager, Customer Success: Coaching, mentoring, and growing a new Customer Success team in the Philippines, driving customer satisfaction and platform growth with an accent on team management, customer engagement, and churn reduction. Focus on building global processes, partnering with GTM leaders, and managing a book of business.

Location: Must be based in the Philippines

Company

hirify.global is architecting the future of work by creating the first truly converged AI workspace, unifying tasks, docs, chat, calendar, and enterprise search, all supercharged by context-driven AI.

What you will do

• Coach, mentor, and grow a new team of 8-12 Customer Success Managers in the Philippines, overseeing daily operations.
• Manage the Philippines Customer Success team with a focus on customer engagement, expansion, and churn/contraction targets.
• Partner with various leadership teams to build new strategies and global processes for Customer Success.
• Lead key initiatives to refine, optimize, and scale the business, including sourcing and implementing a client success tool.
• Develop strong collaborative ties with sales, onboarding, marketing, and product teams to enhance the customer experience.
• Carry a small book of business, managing a handful of customers and taking ownership of Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) targets.

Requirements

• Minimum 3+ years of customer success management experience, preferably in a SaaS environment.
• Minimum 5+ years of customer success experience, preferably in a SaaS environment.
• Proven results in building and executing within a customer success organization.
• Strong project management, people management, communication, negotiation, and coaching skills.
• Strong customer-facing and presentation skills with the ability to establish credibility with executives.
• Familiarity with customer success metrics such as GRR, MRR, ARR, and Churn.
• Work authorization: Unable to sponsor or take over sponsorship of an employment visa for this role.

Nice to have

• Experience in Professional Services or Consulting, including project build out.
• Experience in SaaS, PPM software, or collaborative work management (CWM) tools such as Monday, Wrike.
• Experience with relevant enterprise solutions such as JIRA, ServiceNow, SalesForce, Oracle, SAP, Workday, Netsuite.

Culture & Benefits

• Opportunity to learn, use, and pioneer AI in ways that shape the product and the future of work.
• Join a bold, innovative team that’s redefining what’s possible.
• Hiring based on ambition, grit, and a passion for improving the way people work.
• Assessment of every candidate based on potential impact.
• Support for each person’s journey to build their boldest career.
• Equal Opportunity Employer.