We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!
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…