Junior Customer Success Manager (WFH)

About Penbrothers:

Penbrothers is an HR & remote talent management partner and one of the fastest growing companies in the Philippines. We provide talented Filipinos with global opportunities in high-growth startups and dynamic companies, from the comfort of their own homes.

About the Client:

The world’s most intuitive, trusted and powerful expense management and AP automation solution. Our client is designed to meet the demands of today’s and tomorrow’s workforce, our technology empowers employees and keeps spending in compliance.

Our client has a mission to help make their users’ lives – and their businesses – better. They are dramatically transforming how organizations manage corporate expenses and invoices. They humanize work by automating manual tasks and saving users’ time, so they can focus on what matters most – their family, community, or more rewarding work. 

About the Role:

The Junior Customer Success Manager is responsible for the post-sales success of a portfolio of customers. As a CSM, the employee is responsible for making the value of the solution visible to the customers while looking for additional opportunities for the customer to expand their services and products to achieve their goals. The CSM is also responsible for driving customer adoption and success by providing usage/adoption recommendations, performing Business Reviews and delivering an industry leading customer experience.

What you’ll do:

• Deliver an industry-leading customer experience.
• Collaborate closely with internal teams to effectively represent the voice of the customer.
• Provide comprehensive product education and support to both new and existing customers.
• Establish best practices within the product and the industry, ensuring optimal outcomes for customers.
• Participate actively in customer forums to facilitate engagement and knowledge-sharing.
• Shoulder the ultimate responsibility for ensuring customer retention and expansion, proactively averting churn.
• Maintain precise and up-to-date records of customer information within Salesforce.
• Take charge of the cancellation process, which involves identifying cancellations, collaborating with the sales/customer team to retain accounts, and if necessary, meticulously documenting and finalizing the cancellation procedure.
• Serve as the escalation point for issues impacting customer success, collaborating with internal teams to drive swift resolution.
• Identify opportunities to upsell additional products/services to customers.
• Possess a firm grasp of Customer Success Manager (CSM) negotiation techniques and quota management.