Manager, Customer Success & Renewals (Digital) (Manila)

Payscale is the original compensation innovator for organizations who want to scale their business with pay and transform their largest investment into their greatest advantage. With decades of innovation in sourcing reputable data and developing AI-powered tools, Payscale delivers actionable insights that turn pay from a cost to a catalyst. Its suite of solutions — Payfactors, Marketpay, and Paycycle — empower 65% of the top companies in the U.S. and businesses like Panasonic, ZoomInfo, Chipotle, Quest Diagnostics, University of Washington, American Airlines, and TJX Companies.

Create confidence in your compensation. Payscale.

To learn more, visit www.payscale.com.

What We Do

PayScale’s Customer Success organization helps customers maximize the value of our products, services, and data to build smarter, more equitable pay strategies. Within Customer Success, the Digital Customer Success motion supports customers at scale through a technology-enabled, milestone-driven engagement model, ensuring customers receive the right guidance at the right moments in their journey.

Retention is the lifeblood of our business. For digitally supported customers, Customer Success and Renewals work hand-in-hand to drive adoption, demonstrate value, and deliver strong renewal outcomes.

The Role

The Manager, Customer Success & Renewals (Digital) is a dual-focus leadership role responsible for leading:

• A team of Digital Customer Success Managers (CSMs) who support customers through key moments in the lifecycle using a digital-first engagement model, and

• A team of Renewals Managers who own the commercial renewal motion for these same customers.

This role is accountable for customer retention, renewal performance, customer health, and scalable success across the digital customer segment. You will ensure tight alignment between adoption, value realization, and renewal execution while developing high-performing teams and continuously improving processes.

Key Responsibilities

Team Leadership & Performance

• Hire, lead, coach, and develop high-performing Digital CSMs and Renewals Managers to exceed renewal, retention, and expansion goals.

• Drive accountability through effective one-on-ones, performance management, and results-focused coaching.

• Foster a growth mindset, strong collaboration, and customer-first culture across both teams.

Customer Success & Digital Engagement

• Execute and evolve digital Customer Success strategies that increase product adoption, utilization, and customer value at scale.

• Ensure Digital CSMs effectively support customers at key moments throughout the lifecycle (onboarding, adoption milestones, value moments, renewal readiness).

• Analyze customer health, engagement, and success metrics to inform onboarding, enablement, and playbook improvements.

Renewals & Commercial Ownership

• Oversee the end-to-end renewal process for digitally supported customers, including retention strategy, upsell/downsell identification, and cancellation risk mitigation.

• Partner closely with Renewals Managers to forecast accurately, manage risk, and consistently meet monthly, quarterly, and annual renewal targets.

• Ensure renewal conversations are informed by customer adoption, outcomes, and value delivered.

Cross-Functional Partnership

• Partner closely with Customer Success, Account Management, Sales, Marketing, Product, and Support to deliver a seamless customer experience.

• Collaborate with expansion and growth teams to identify, position, and close expansion opportunities within the digital customer base.

• Serve as a voice of the customer, sharing insights and themes to influence product direction, messaging, and go-to-market strategy.

Operational Excellence & Continuous Improvement

• Use data and insights (e.g., Salesforce, Gainsight) to track performance, identify trends, and drive continuous improvement.

• Test, iterate, and scale new approaches to digital engagement, renewals execution, and team workflows.

• Assist on customer calls as needed, providing real-time coaching and feedback to elevate team performance.

What You Bring

• A strong growth mindset with the ability to inspire and develop others.

• Proven ability to motivate and influence across teams and functions, regardless of authority.

• A collaborative, customer-focused leadership style with a passion for coaching and transparent communication.

• Comfort operating in ambiguity and helping teams focus on what matters most.

• Data-driven, operationally strong, and comfortable experimenting to improve outcomes.

• Demonstrated success working cross-functionally and influencing senior stakeholders.

Qualifications

• 4+ years of experience in Customer Success and/or Sales within a recurring revenue/SaaS business.

• 2+ years of people management experience, with a track record of developing teams and driving results.

• Experience leading teams accountable for retention, renewals, and/or expansion.

• Experience with Salesforce and Gainsight preferred.

• Bachelor’s degree preferred.

This role is ideal for a leader who thrives at the intersection of customer value, digital scale, and commercial execution—and who is excited to shape the future of PayScale’s digital Customer Success and Renewals motion.

Location

Payscale Manila has an employee centric hybrid model that provides you the flexibility to do your best work in a space that supports you, while also finding time to collaborate in person in our office for the moments that matter.

In our hybrid model, employees can work from the location that works best for them when our team is not scheduled to be in the office.

When you work from home, we recommend ensuring that you can meet the following technology, equipment and workspace requirements:

• High-Speed Internet - A stable broadband or fiber connection (satellite is highly discouraged) with a minimum speed of 100 Mbps in a dedicated workspace that has a reliable Wi-Fi signal.

• Device for Multifactor Authentication (MFA/2FA) - smartphone, tablet, etc.

Payscale has employees across the US, Canada, UK, The Philippines and Romania however we are currently unable to hire in the Quebec Province, Northern Ireland, and Hawaii.

Benefits and Perks

All around awesome culture where together we strive to live our 5 values:

• Data informed decision making.

• Customer first. Always.

• Succeed together.

• Relentless about results. Obsessed with excellence.

• Lead the change. Shape the standard.

An open and inclusive environment where you’ll learn and grow through programs and resources like:

• Monthly company All Hands meetings

• Regular opportunities for executive leadership exposure through things like AMAs

• Access to continued learning & development opportunities

• Our commitment to a continuous feedback culture which allows us to drive performance and career growth

• A growing network of Employee Resource Groups

• Company sponsored volunteer hours

• And more!

Our more standard benefits

• Paid Philippine Regular holidays + 1 additional Payscale holiday (Global Mental Health Day)

• 15 paid days of additional leave, credited up front upon regularization and refreshed annually. Unused leave are monetized.

• HMO coverage +1 dependent

• Fixed work schedule, Monday through Friday 10pm-7am Manila

Equal Opportunity Employer:

We embrace equal employment opportunity. Payscale is committed to a policy of equal employment opportunity for all applicants and employees. It is our policy that employees will not be subjected to unlawful discrimination on the basis of race, color, religion, sex, age, national origin, or ancestry, physical or mental disability, veteran or military status, marital status, sexual orientation, political ideology, and any other basis protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including but not limited to: recruitment, hiring, transfers, promotions, training, discipline, termination, compensation and benefits, performance appraisals, education, and social and recreational programs.

We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates, so please don’t hesitate to apply — we’d love to hear from you.

If you have a disability or impairment and need assistance with the application process, please email [email protected] for support.

Fraud Alert:

Payscale values security and privacy. During your job application and interview process, we will never ask for your personal banking or financial information, social security number, or other sensitive information, if you are unsure if a message is from Payscale, please email [email protected]