Job Description

Customer Success Manager

Ortigas, Pasig City

US EST (PH Night Shift) | Onsite | Full-time (Regular)

Ready to be the driving force behind customer success and growth? Join a team where your relationships directly shape retention, revenue, and results.

ABOUT ACQUIRE INTELLIGENCE

At Acquire Intelligence, our mission is to help business work smarter.

We bring together the best people, efficient processes, and automation to help companies grow faster and operate with confidence. Our purpose is to simplify how businesses work, improve performance, and lead meaningful change across the globe. If you're passionate about making a real impact through innovation and collaboration, Acquire Intelligence is the place to grow your career.

A SNAPSHOT OF YOUR ROLE

As a Customer Success Manager, you'll be the trusted advisor for a portfolio of customers, guiding them from onboarding through renewal and growth. You'll own the full customer journey, working closely with stakeholders and executive sponsors to understand their goals and ensure they get real value from every product they use.

This role sits at the center of customer strategy, revenue retention, and cross-functional collaboration, making it a great fit for someone who thrives on relationships, data, and driving measurable outcomes.

WHAT YOU'LL DO

Strategic Account Ownership

• Become a trusted advisor to key customer stakeholders and executive sponsors, understanding their business strategy, technical environment, and measures for success
• Own all aspects of the customer relationship, including renewals, account growth, product adoption and utilization, ROI, and customer satisfaction
• Lead account reviews with customers to keep them informed of product features and enhancements
• Maintain a detailed understanding of products and services, assist customers with questions, and suggest the best products for their needs

Renewal, Retention & Growth

• Own all aspects of the renewal process, including contract and commercial negotiations, with support from the legal team
• Set, measure, and achieve or exceed client retention and upsell/cross-sell quotas
• Accurately forecast renewal, upsell, and cross-sell pipeline through effective proactive account management
• Identify and pursue client upsell opportunities, within and outside existing use cases, partnering with sales on strategic deals where appropriate
• Anticipate at-risk accounts and mitigate retention risk through client action plans and training

Cross-Functional Collaboration & Best Practices

• Serve as customer advocate and liaison, collaborating effectively with Product Management, Sales, Marketing, Legal, Engineering, and Finance
• Continuously drive product value and ROI by strategically advising clients on product features
• Remain current on industry news and events, proactively identifying impact on customer decisions and strategy
• Document best practices and share successes with the team
• Document all customer interactions, tasks, and goals in Gainsight

A BIT ABOUT YOU

Must-Haves

• Minimum of 2 years customer-facing experience, preferably in a SaaS or subscription business managing a portfolio of 300+ accounts
• Experience using Gainsight and Salesforce or similar CRM software
• Demonstrated experience and passion for social technologies and the SaaS space
• Customer-first mentality and a talent for building strong relationships
• Experience working cross-departmentally (Sales, Front-line Customer Service, Product, Engineering) to serve customer needs
• Ability to prioritize and manage expectations within a fast-paced environment
• Excellent written and verbal communication and presentation skills

Good-to-Haves

• Prior experience supporting US-based clients
• Familiarity with renewal and commercial negotiation processes
• Comfortable working night shift hours aligned to US EST

WHAT SUCCESS LOOKS LIKE

• Retention and upsell/cross-sell targets are consistently met or exceeded
• Customers view you as a trusted advisor who understands their business and drives real ROI
• At-risk accounts are identified early and successfully retained through proactive action plans
• Customer interactions and account activity are accurately documented and tracked in Gainsight

WHY JOIN THE A-TEAM?

Come for a career, stay for the fun!

Here's what's waiting for you:

• HMO coverage for you and your family
• Epic Yearly Kick-Off Parties with major giveaways
• Recognition through our Value Awards — we celebrate your wins
• Real career growth with opportunities for internal promotions
• Meaningful work with talented and supportive teams

Your future matters:

• 900+ internal promotions every year
• Access to 2,700+ leadership training courses

Extra rewards along the way:

• 14th Month Pay after 5 years of continuous service
• Employee Referral Program — earn up to ₱42,000 per successful hire

Enjoy work-life balance:

• 24 Paid Time-Off Credits annually, with leave credits convertible to cash
• Paid Birthday Leave — celebrate your day your way

WHAT WE VALUE

We're proud of our diverse global team, all working in a collaborative environment and happy to share these common values:

Curious and Clever: Smart questions spark smart solutions.

Entrepreneurial Energy: Think like an owner. Solve like a founder.

Fast with Intent: We move fast and deliver real results.

Laugh and Learn: We don't take ourselves too seriously, just our results.

What are you waiting for? Come for a career, stay for the fun!

Join the A-Team and experience the A-Life!