Customer Success Manager

Role : Customer Success Manager

Location : Manila, Philippines

About Darwinbox:

Darwinbox is Asia's fastest-growing HR technology platform, designing the future of work by building the world's best HR tech, driven by a fierce focus on employee experience and customer success, and continuous, iterative innovation. We are the preferred choice of 900+ global enterprises to manage their 2.5 million+ employees across 116+ countries.

Darwinbox's new-age HCM suite competes with local as well as global players in the enterprise technology space (such as SAP, Oracle, and Workday). The firm has acquired notable customers ranging from large conglomerates to unicorn start-ups: Nivea, Starbucks, Swiggy, DLF, Crisil, CRED, Vedanta, Mahindra, Glenmark, Gokongwei Group, Mitra Adiperkasa, EFS Facilities Management, VNG Corporation, and many more.

Our vision of building a world-class product company from Asia is backed by marquee global investors like Microsoft, Salesforce, Sequoia Capital, and Lightspeed Venture Partners.

Why Darwinbox?

The rate at which our product and market presence are growing is unprecedented. We’re a Rocketship. We’re not planning on slowing down anytime soon. And that’s why we need you! You’ll experience a culture of:

• Disproportionate Rewards
• Accelerated Growth
• Wellbeing First
• Nurtured Learning
• Life-long Relationships

About the Role

As a Customer Success Manager (CSM), you will be responsible for helping customers realize measurable business value from Darwinbox while protecting and growing recurring revenue across your portfolio.

You will act as a strategic advisor to customer stakeholders, driving adoption, retention, executive engagement, expansion opportunities, and customer advocacy. As the primary post-go-live relationship owner, you will partner closely with cross-functional teams to ensure customers achieve their desired business outcomes and maximize the value of their investment in Darwinbox.

This is a highly strategic, customer-facing role that combines relationship management, business consulting, growth planning, and customer outcome leadership.

What You'll Do

Own Customer Success Strategy

• Develop and execute account success plans aligned with customer business goals and priorities.
• Build strong relationships with key stakeholders, executive sponsors, champions, and decision-makers.
• Maintain stakeholder maps, risk registers, account plans, and growth strategies.
• Understand customer business objectives, transformation initiatives, and long-term success measures.
• Serve as the strategic voice of the customer within Darwinbox.

Drive Adoption & Value Realization

• Help customers maximize adoption across modules, features, and business processes.
• Analyze customer health, utilization trends, and engagement patterns.
• Identify opportunities to increase platform maturity and business value.
• Lead value realization conversations with customer leadership teams.
• Demonstrate measurable business outcomes and ROI achieved through Darwinbox.
• Develop actionable recommendations that improve customer success outcomes.

Lead Executive Engagement & Governance

• Facilitate Quarterly Business Reviews (QBRs), Executive Business Reviews (EBRs), and governance meetings.
• Present adoption trends, business outcomes, risks, opportunities, and strategic recommendations.
• Drive alignment between customer objectives and Darwinbox capabilities.
• Strengthen executive confidence and deepen strategic partnerships.
• Ensure customer priorities are clearly understood and acted upon internally.

Protect Customer Retention

• Proactively monitor account health and identify early signs of dissatisfaction or risk.
• Develop and execute retention and recovery plans for at-risk accounts.
• Coordinate internal stakeholders to address customer concerns and remove blockers.
• Manage relationship escalations and business-critical situations.
• Maintain customer confidence during periods of change, disruption, or service challenges.

Drive Growth & Expansion

• Identify opportunities to expand Darwinbox adoption across modules, business units, employee populations, geographies, and new use cases.
• Partner with Sales and Key Account Management teams to develop account growth strategies.
• Build stakeholder alignment and business cases that support expansion opportunities.
• Contribute to expansion pipeline generation and opportunity progression.
• Support long-term account growth and revenue retention objectives.

Build Customer Advocacy

• Develop customer champions and executive sponsors.
• Increase customer participation in reference programs, testimonials, case studies, and advocacy initiatives.
• Drive leadership satisfaction and customer sentiment improvements.
• Capture and showcase customer success stories and business outcomes.
• Help create referenceable customers who actively advocate for Darwinbox.

Orchestrate the Customer Experience

• Serve as the central coordinator for the overall customer experience.
• Align internal teams including Support, Product, Engineering, Implementation, Payroll, Finance, and Sales around customer priorities.
• Ensure timely visibility and escalation of customer-impacting risks.
• Drive accountability and follow-through across cross-functional teams.
• Facilitate clear, proactive, and consistent communication with customers.

Influence Product Strategy

• Gather customer feedback, enhancement requests, and market insights.
• Identify recurring themes impacting adoption, satisfaction, or business outcomes.
• Communicate customer priorities and business impact to Product and Engineering teams.
• Advocate for improvements that increase customer value and platform adoption.

Maintain Operational Excellence

• Keep account plans, stakeholder records, health assessments, opportunity tracking, and risk logs current.
• Ensure customer data and activities are accurately maintained within Gainsight and related systems.
• Track governance actions, success plans, and recovery initiatives through closure.
• Contribute to process improvements, best practices, and organizational learning within the Customer Success function.

What Success Looks Like

• Strong customer retention and account health.
• Increased product adoption and value realization.
• Trusted executive relationships across assigned customers.
• Expansion pipeline growth and revenue influence.
• Improved customer advocacy, references, and leadership NPS.
• Consistent delivery of governance, account planning, and risk management activities.
• High-quality customer outcomes that strengthen long-term customer partnerships.

What You'll Bring

• Strong customer relationship management and executive stakeholder engagement skills.
• Experience managing enterprise SaaS customers and complex account portfolios.
• Ability to translate product adoption and data insights into business value conversations.
• Exceptional communication, presentation, and consulting skills.
• Commercial awareness with the ability to identify growth opportunities.
• Strong problem-solving, strategic thinking, and cross-functional leadership capabilities.
• Ability to influence outcomes without direct authority.
• High ownership, accountability, and customer-centric mindset.

Requirements:

• MBA/PGDM (preferably in HR) or relevant work experience after graduation.
• 8+ years of experience in HR transformation & change management/HCM implementation and customer management roles / HR consulting roles.
• Understanding of Technology systems. HRMS system implementation and understanding would be preferred.
• Good in MS Excel, Word and PowerPoint.
• Key behavioral traits: Agility, Analytical, Persistence and Ability to stretch.