Customer Success Manager / Account Manager

Overview

We are seeking an experienced Customer Success Manager / Account Manager to manage a portfolio of customers using our Payroll and HR software for the construction industry. This role is responsible for driving customer satisfaction, product adoption, renewals, and account growth while serving as a trusted advisor to key stakeholders.

Job Title : Customer Success Manager / Account Manager

Work Location : Philippines

Level of Work Experience Required : 5+ Years

Key Responsibilities

• Manage a portfolio of customer accounts, building strong relationships with HR, Payroll, Finance, and Operations leaders.
• Drive customer success through onboarding, adoption, business reviews, and strategic guidance.
• Own customer retention, renewals, and identify upsell and cross-sell opportunities.
• Develop account growth plans aligned with customer business goals.
• Partner with Product, Support, and Implementation teams to resolve issues and improve the customer experience.
• Provide consultative guidance on payroll, HR, workforce management, and compliance best practices.
• Gather customer feedback and advocate for product enhancements.

Qualifications

• 5+ years of experience in Customer Success, Account Management, or SaaS client relationship management.
• Demonstrated success managing customer portfolios, renewals, and revenue growth.
• Strong executive communication, presentation, and relationship-building skills.
• Experience with CRM platforms such as Salesforce or HubSpot.
• Experience with Payroll, HRIS, HCM, or Workforce Management software is highly preferred.
• Construction industry experience or knowledge of construction payroll and labor compliance is a plus.

Success Measures

• Customer retention and renewal rates
• Net Revenue Retention (NRR) and expansion revenue
• Product adoption and customer health
• Customer Satisfaction (CSAT)
• Churn reduction

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