Customer Success Manager

Role Title: Customer Success Manager

Work Arrangement: WFH until further notice (must be amenable to report onsite if necessary)

Schedule: Night Shift

Location: Commonwealth, Quezon City

ECLARO: A quick Summary

ECLARO is an award-winning professional services firm headquartered in New York City and operating in the U.S., Canada, UK, Ireland, Australia and the Philippines. We are dedicated to a singular purpose: providing the Right People to meet every client's needs and solve business challenges through strategic staffing, permanent placement, custom outsourcing & offshoring. Utilizing our proprietary TRINIT-E Service Maturity Model, we help clients implement programs to promote innovation, automation and process improvement.

About the Role:

As a vital part of our Customer Success team, you will be an advocate focused on maximizing retention and delivering an exceptional customer experience for some of the most innovative food, beverage, and body brands in North America. This high-impact role involves managing a dedicated book of business—specifically targeting our smaller clients with lower contract values. You will act as a 'trusted advisor,' gaining a deep understanding of your clients' challenges, needs, and goals to help them achieve success. Success in this role requires confidence, organization, and a genuine enjoyment of building relationships with clients of varying experience levels, leveraging technology to maintain engagement efficiently.

Job Duties & Responsibilities:

• Become a product expert and use your knowledge to educate, coach, and mentor clients on our solutions, enabling them to leverage insights effectively within their business.

• Build strong and positive client relationships through proactive communication, including emails, and live screen-sharing sessions, to support clients in achieving success within their applications.

• Independently own customer retention by monitoring client health, managing communication and system updates, and proactively addressing potential retention risks.

• Develop strategies to expand engagement, enable adoption, and mitigate churn, aiming to increase client value through identifying upsell and cross-sell opportunities, particularly for clients whose needs may have evolved since they first signed on.

• Ensure smooth progress during client onboarding by collaborating with the implementation team and actively preparing new clients for success post-implementation, aligning their goals with solutions

• Distill and share best practices across the client base, offering valuable insights and tailored advice to enhance customer engagement.

• Anticipate client needs and manage escalations, acting as a trusted advisor for both customers and internal partners in Sales and Support.

• Act as the voice of the customer by gathering and conveying client requirements and feedback to Product and Data teams, helping to inform future solution development and improve customer experiences.

Requirements:

Education & Experience:

• BA/BS degree in Business Administration or a related quantitative field of study.

• 1-2 years of experience in a customer-facing success, account management, sales, or strategic consulting role; experience with enterprise software or SaaS solutions is preferred.

• Direct experience working with and supporting SaaS solutions (Syndicated data experience a plus: Circana, NielsenIQ, or data within a Consumer Packaged Goods manufacturing environment).

• Strong analytical mindset with a proven track record in problem-solving and decision-making, combining conceptual thinking with quantitative skills.

• Exceptional communication skills for presenting, influencing, and engaging effectively with stakeholders at all levels.

• Proficient in Microsoft Office (Excel, PowerPoint, Word)

• Ability to manage multiple projects simultaneously with meticulous attention to detail, meeting deadlines in a fast-paced environment.

• Self-starter with excellent time management, able to work independently while building collaborative relationships across teams to deliver a seamless customer experience.

• Strong interpersonal and negotiation skills with a positive, team-oriented attitude and the ability to prioritize and remain composed under pressure

The following is strongly preferred:

• Client, Retail, or natural/specialty industry is a plus.

• Familiarity with contract management systems including DocuSign, Salesforce and or other CPQ management tooling is preferred.

• Experience with outreach tools or CRM automation to scale client communication and engagement.

Role Title: Customer Success Manager

Work Arrangement: WFH until further notice (must be amenable to report onsite if necessary)

Schedule: Night Shift

Location: Commonwealth, Quezon City

ECLARO: A quick Summary

ECLARO is an award-winning professional services firm headquartered in New York City and operating in the U.S., Canada, UK, Ireland, Australia and the Philippines. We are dedicated to a singular purpose: providing the Right People to meet every client's needs and solve business challenges through strategic staffing, permanent placement, custom outsourcing & offshoring. Utilizing our proprietary TRINIT-E® Service Maturity Model, we help clients implement programs to promote innovation, automation and process improvement.

About the Role:

As a vital part of our Customer Success team, you will be an advocate focused on maximizing retention and delivering an exceptional customer experience for some of the most innovative food, beverage, and body brands in North America. This high-impact role involves managing a dedicated book of business—specifically targeting our smaller clients with lower contract values. You will act as a 'trusted advisor,' gaining a deep understanding of your clients' challenges, needs, and goals to help them achieve success. Success in this role requires confidence, organization, and a genuine enjoyment of building relationships with clients of varying experience levels, leveraging technology to maintain engagement efficiently.

Job Duties & Responsibilities:

• Become a product expert and use your knowledge to educate, coach, and mentor clients on our solutions, enabling them to leverage insights effectively within their business.

• Build strong and positive client relationships through proactive communication, including emails, and live screen-sharing sessions, to support clients in achieving success within their applications.

• Independently own customer retention by monitoring client health, managing communication and system updates, and proactively addressing potential retention risks.

• Develop strategies to expand engagement, enable adoption, and mitigate churn, aiming to increase client value through identifying upsell and cross-sell opportunities, particularly for clients whose needs may have evolved since they first signed on.

• Ensure smooth progress during client onboarding by collaborating with the implementation team and actively preparing new clients for success post-implementation, aligning their goals with solutions

• Distill and share best practices across the client base, offering valuable insights and tailored advice to enhance customer engagement.

• Anticipate client needs and manage escalations, acting as a trusted advisor for both customers and internal partners in Sales and Support.

• Act as the voice of the customer by gathering and conveying client requirements and feedback to Product and Data teams, helping to inform future solution development and improve customer experiences.

Requirements:

Education & Experience:

• BA/BS degree in Business Administration or a related quantitative field of study.

• 1-2 years of experience in a customer-facing success, account management, sales, or strategic consulting role; experience with enterprise software or SaaS solutions is preferred.

• Direct experience working with and supporting SaaS solutions (Syndicated data experience a plus: Circana, NielsenIQ, or data within a Consumer Packaged Goods manufacturing environment).

• Strong analytical mindset with a proven track record in problem-solving and decision-making, combining conceptual thinking with quantitative skills.

• Exceptional communication skills for presenting, influencing, and engaging effectively with stakeholders at all levels.

• Proficient in Microsoft Office (Excel, PowerPoint, Word)

• Ability to manage multiple projects simultaneously with meticulous attention to detail, meeting deadlines in a fast-paced environment.

• Self-starter with excellent time management, able to work independently while building collaborative relationships across teams to deliver a seamless customer experience.

• Strong interpersonal and negotiation skills with a positive, team-oriented attitude and the ability to prioritize and remain composed under pressure

The following is strongly preferred:

• Client, Retail, or natural/specialty industry is a plus.

• Familiarity with contract management systems including DocuSign, Salesforce and or other CPQ management tooling is preferred.

• Experience with outreach tools or CRM automation to scale client communication and engagement.