Customer Success Manager

We are looking for a PH-based full-time, dedicated, and passionate Customer Success Manager to join our growing team.

You will own the client relationships post onboarding. To do this you will ideally have empathy for people, can explain concepts clearly and concisely via phone, video calls, emails, and are tech-savvy. You will be measured on calls made with your customers, seat upgrades, expansion from one plan to the next, product feature utilisation, churn rate, the quality of your conversations and feedback captured from your customers.

Lastly, ShiftCare is a company that is remote in its DNA. Our headquarters are in Sydney, Australia, but 80%+ of our team is remote. This role will be remote (you can work from home) but you must be able to work Australian Eastern Standard time hours

Description

At ShiftCare, our Customer Success Managers are essential to assessing the health of our clients, leading personal conversations around driving seat expansion, positioning and personally closing upgrade opportunities.This role is perfect for a strategic thinker with a passion for sales, efficiency, and exceptional service.

Grow With Us

We are seeking a full-time, dedicated, and passionate Customer Success Manager based in the Philippines to join our growing team. As a key member of our team, you'll collaborate closely customer success colleagues, support and product to ensure our customers continue thrive and grow with ShiftCare.

Key Responsibilities

• Sales-Driven Client Management: Own client relationships post-onboarding, focusing outbound calls to drive sales growth, seat expansion, and secure upgrade opportunities.
• Client Engagement: Conduct regular check-ins and reviews, proactively identifying opportunities to increase product usage and value.
• Feature Adoption: Introduce clients to new features, driving adoption and showcasing the value of upgrades.
• Customer Data Analysis: Analyse customer data to identify growth and expansion opportunities, translating insights into actionable strategies.
• Resource Coordination: Collaborate with various departments to ensure clients have the resources needed for feature adoption and account growth.
• Customer Feedback: Communicate customer feedback to the product team, advocating for enhancements that drive client satisfaction and retention.

Who You Are

• Sales-Focused Experience: 1-2 years of experience in Customer Success or Account Management, with a minimum of 1-year in a sales-driven role at a SaaS company.
• Customer-Centric Sales: Proven ability to identify and act on opportunities for seat expansion and product upgrades.
• Empathetic Communicator: Able to explain concepts clearly and concisely via our primary channel the telephone, then video calls and email.
• Tech-Savvy: Comfortable with customer data analysis tools, Office and Google suites and CRM systems, ideally HubSpot and ChurnZero.
• Detail-Oriented: Meticulous in keeping track of client interactions and next steps in our CRM.

You also thrive on talking to customers on the phone, getting to know them and their business to guide them to excel with Shiftcare.If you are a driven Customer Success Manager with a passion for sales and health-tech, we encourage you to apply.