Associate Engagement Manager (SaaS)

TL;DR

Associate Engagement Manager (SaaS/UCaaS): Identifying upselling opportunities for recurring services within the existing customer base using data analysis and internal profiles with an accent on whitespace identification and insight-led outreach. Focus on moving customers from self-managed to service-optimized environments and increasing Net Retention Rate (NRR).

Location: Manila, Philippines

Company

hirify.global empowers CX leaders globally with performance and insights to drive business impact through their communication platform.

What you will do

• Analyze internal dashboards and Salesforce data to identify accounts with low recurring service coverage.
• Map the existing customer base to find whitespace opportunities for upselling recurring services (TAM, Training, Service Management).
• Collaborate with Customer Success Managers and Account Executives to develop strategic account plans.
• Execute highly personalized outreach based on platform usage, support history, and business goals.
• Conduct discovery sessions to transition customers from a break-fix mindset to a proactive, managed environment.
• Provide feedback to the GTM team regarding customer adoption trends for recurring offers.

Requirements

• Relevant experience in Business Development (BDR), Account Management, or Customer Success.
• Proven track record in upselling and cross-selling services.
• Ability to analyze customer profiles and usage data to identify specific service needs.
• High emotional intelligence (EQ) to navigate internal friction and build stakeholder trust.
• Proficiency with Salesforce, Google Workspace, and Gemini.
• Deep interest in the UCaaS/CCaaS ecosystem and its operational challenges.

Culture & Benefits

• Commitment to equal employment opportunities (EEO).
• Access to comprehensive customer history and usage patterns to drive precision in outreach.
• Collaborative environment working across multiple internal sales and success functions.