Customer Success Senior Manager

Key Responsibilities:

• Take complete ownership of a portfolio of enterprise accounts in the Philippines onboarding adoption retention expansion and renewal
• Be the primary point of contact for your accounts from the Operations team to the CXO suite Build multi-threaded deep relationships within customer organizations across Supply Chain IT Operations and Finance functions
• Engage with C-level and VP-level stakeholders to align platform capabilities with the customers strategic logistics and supply chain goals
• Conduct high-quality Executive Business Reviews (EBRs) that demonstrate quantifiable ROI and forward-looking value
• Act as a Trusted Advisor build domain depth in logistics develop strong product fluency and advise customers on key decisions confidently
• Design and execute Customer Success Plans (CSPs) tailored to each customers operational context and business goals
• Proactively monitor product adoption metrics and drive interventions when usage dips or risks emerge
• Champion change management within customer organizations because platform adoption is a people problem not just a tech problem
• Track and act on Customer Health Scores NPS CSAT and usage signals with precision
• Analyze customer data usage patterns and business outcomes to continuously refine success strategies
• Build and maintain dashboards and reports that give both you and your customers clear visibility into progress
• Drive Net Revenue Retention (NRR) own renewals and ensure zero preventable churn
• Identify and develop upsell and cross-sell opportunities by mapping Customer Lifetime Value (CLTV)
• Partner with Sales on expansion plays commercial negotiations and new account introductions within the region

Key Qualifications

• 610 years of hands-on experience in Customer Success Account Management Program Management or Solutions Consulting in a B2B SaaS environment
• Proven track record of managing enterprise accounts with multi-stakeholder engagement including C-suite
• Experience in Logistics Tech Supply Chain Visibility Transportation Management or FMCG is strongly preferred
• Prior experience working with global or regional SaaS companies ideally with exposure to cross-border customer environments in SEA
• Holds a Bachelors degree in Engineering Business Supply Chain or a related field MBA or post-graduate qualification is a strong plus