Customer Success Advisor (SaaS)

TL;DR

Customer Success Advisor (SaaS): Handling high-stakes retention conversations and outbound calls to prevent customer churn with an accent on negotiation and revenue impact. Focus on winning back at-risk accounts, analyzing churn patterns, and optimizing renewal terms.

Location: Hybrid; three in-office days per week in BGC, Taguig office (Manila)

Company

A world-leading open hotel commerce platform supporting 50,000 hotels in over 150 countries.

What you will do

• Conduct 20+ targeted outbound calls daily to win back and engage at-risk customers.
• Identify reasons for subscription cancellation and convert them into retention opportunities.
• Negotiate pricing, contract terms, and renewal options to balance customer and business needs.
• Analyze churn patterns and risks across EMEA and APAC markets.
• Collaborate with Customer Success and Sales teams to stabilize accounts.
• Maintain accurate and efficient CRM records.

Requirements

• Experience in Customer Service, Customer Success, Inside Sales, or Renewals, preferably in a SaaS or tech environment.
• Proven comfort with high-volume outbound calling and daily activity targets.
• Assertive communication style capable of handling pricing and contract negotiations.
• Resilience and ability to manage emotionally charged cancellation scenarios.
• Flexibility to work APAC / EMEA shifts.
• Comfortable working with KPIs, targets, and CRM tools.

Culture & Benefits

• Diverse and inclusive culture that values unique perspectives and identities.
• Fast-paced, high-growth environment similar to a startup or scale-up.
• Opportunity to directly impact company revenue on a daily basis.