Senior Customer Success Manager

Connecting People, Property, and Performance Through Smart SaaS SolutionsBe part of a team trusted by millions across Australia for simplifying property decisions through smart digital tools. Celebrated by Great Place to Work and recognized for sustainability and innovation, this global leader combines purpose and performance. You'll manage customer journeys that build retention, drive adoption, and deliver real value to clients shaping the modern real estate experience through technology-driven transformation.Job DescriptionAs a Senior Customer Success Manager, you'll be at the heart of customer strategy-ensuring clients succeed with industry-leading SaaS solutions. You'll manage relationships, drive adoption, identify growth opportunities, and support product integration that enhances the customer experience and long-term retention. Your insights will shape real business outcomes, strengthen customer trust, and help clients achieve maximum ROI through data, collaboration, and innovation.Job OverviewEmployment type: Full-timeShift: Day ShiftWork setup: Hybrid, Megatower, OrtigasExciting Perks Await!Day 1 HMO coverage with free dependentCompetitive Salary PackageHybrid work arrangementPrime office location in Megatower Ortigas (Easy access to MRT stations, restaurants, and banks)Day shift scheduleFixed weekends offSalary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)Unlimited upskilling through Emapta Academy courses (Want to know more? Visit https://bit.ly/EmaptaTrainingCalendar)Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)Unlimited opportunities for employee referral incentives across the organizationStandard government and Emapta benefitsTotal of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)Fun engagement activities for employeesMentorship and exposure to global leaders and teamsCareer growth opportunitiesDiverse and supportive work environmentThe Qualifications We Seek3-5 years of Customer Success, Account Management, or Client Engagement experience within SaaS, technology, or media environments (SaaS experience is mandatory)Proven success managing B2B clients - including customer onboarding, retention, renewals, and stakeholder engagementStrong understanding of customer lifecycle management, KPIs, and retention strategiesHands-on experience with Salesforce (required); Gainsight or Tableau experience a plusSkilled in analyzing client data, usage trends, and KPIs to provide actionable business insights and recommendationsExcellent verbal and written English communication skills, with the ability to engage confidently with global clientsHighly organized, detail-oriented, and capable of managing multiple client accounts with minimal supervisionDemonstrated stability and progression in previous client-facing roles, showing consistent achievement and accountabilityYour Daily TasksDrive and track product adoption and feature usage with key customers to ensure revenue and customer retentionEffectively onboard customers through product training via Zoom and phoneDemonstrate return on investment and ensure customers achieve business outcomes through their Project Profiles and SubscriptionsProactively uncover account expansion opportunities for Account Directors to serviceCollaborate with Account Executives, Customer Support, Product teams, Sales Enablement, and Account DirectorsHelp maintain and improve customer sentiment scoresOnboard customers on new products and manage the 30/60/90-day onboarding programConduct regular adoption and best practice meetings with customersProvide ad hoc training for new agency users as neededMaintain success plans and manage customer riskAct as a specialist in SaaS and self-serve products, providing best practice support and guidanceManage a centralized inbox of incoming requests via Gainsight and ZendeskProvide proactive updates to Account Directors, highlighting opportunities and risksWork with Product, Marketing, and Sales to provide customer feedback on usage, adoption, trends, and upsell opportunitiesDeliver on customer adoption, usage, growth, and retention targetsStay updated on the Australian real estate market and advertising productsHandle daily phone and video communications with Account Directors and customersAbout the ClientOur client is a leading digital property solutions provider dedicated to helping real estate businesses thrive through user-focused platforms. By combining smart technology with customer-centric strategies, they transform how agencies engage with their audiences. Their solutions not only improve digital presence but also drive measurable success across the real estate landscape.Welcome to Emapta Philippines!Join a team that values camaraderie, excellence, and growth. Recognized as one of the Top 20 Dream Companies of Filipinos in 2024, Emapta stands proudly alongside industry giants, offering stability and exciting career opportunities. Your career flourishes here with competitive compensation, international clients, and a work culture focused on collaboration and innovation. Work with global clients across industries, supported by a stable foundation and like-minded professionals passionate about making an impact. We empower your success with opportunities for personal and professional development in an inclusive environment.Apply now and be part of the #EmaptaEra!