Customer Success Manager (Pooled Team)

Discover your 100% YOU with MicroSourcing!Position: Customer Success ManagerWork setup: Work from homeWhy join MicroSourcing?You'll have:

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses

• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.

• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.

• Career Growth: Take advantage of opportunities for continuous learning and career advancement.

• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Your role:

As a Customer Success Manager, you will play a key role in driving success and growth for a diverse range of clients by delivering high-impact service in a scalable, pooled support model. At the heart of your work is engaging with customers, guiding them through onboarding and workflow consultations, and empowering them to fully unlock the value of their investment.

In This Role, You Will:

• Provide responsive and strategic support to help customers onboard smoothly and adopt powerful tools, including a strong understanding of APIs and CRM integrations

• Be measured by your ability to deliver high-quality, scalable service while contributing to the overall health, retention, and growth of the accounts you support

• Lead personalized onboarding sessions, including launch planning, training, and integration setup, ensuring customers get started successfully

• Proactively drive product adoption through tailored consultations, product updates, and hands-on training

• Promote customer education by encouraging the use of self-service resources such as help centers, public training sessions, and webinars

• Partner closely with Account Management by sharing insights that inform renewal strategies, uncover upsell opportunities, and support expansion plans

• Leverage data from platforms like Planhat, Salesforce, and Gong to monitor customer engagement and identify accounts needing additional support

Why This Role is Exciting:

You'll be part of an innovative environment that is transforming how businesses manage document workflows. This role offers the opportunity to make a measurable impact by helping clients increase productivity, streamline processes, and achieve their goals. As a member of the Customer Success team, you'll play a direct role in driving client satisfaction, retention, and growth.

About You:

• Experienced: 2–3 years of SaaS customer success experience, managing high volumes of customer interactions in a fast-paced environment

• Organized: Able to manage multiple priorities and deliver high-quality service in a pooled support model

• Growth Mindset: Open to feedback, adaptable, and committed to continuous learning

• Agile: Resourceful and quick to adapt while maintaining strong customer outcomes

• Customer-Focused: Strong communication and empathy, with the ability to build trust and lasting relationships

• AI-Forward: Skilled in leveraging AI tools to analyze customer data, automate tasks, and improve communication and strategic insights

• Solution-Oriented: Proactive in identifying root causes and delivering effective solutions to complex problems

• Discovery & Lead Generation: Able to conduct deep discovery to uncover unmet needs and translate them into value-driven opportunities and pipeline

• Collaborative: Works effectively with cross-functional teams to drive retention and growth

• Positive Team Player: Contributes to a supportive and engaging team environment

• Strong Communicator: Excellent verbal and written English communication skills

• Additional Languages: Not required, but a plus for supporting a global customer base

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About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

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