Senior / Principal Customer Success Manager

Key responsibilities

•  Own a portfolio of high-value enterprise accounts as the primary strategic relationship holder.
• Build and maintain senior stakeholder relationships including C-suite and procurement leads.
• Lead Executive Business Reviews (EBRs) and strategic planning sessions with customers.
• Develop and execute account success plans aligned to each customer's business objectives and MyPass platform outcomes.
• Identify and mitigate retention risks proactively - do not wait for red flags to escalate.
• Own renewal processes for assigned accounts, driving timely renewals and minimising churn.
• Identify expansion opportunities and collaborate with Account Executives on commercial strategy.
• Serve as the escalation point for complex account situations across the CS team.
• Provide functional direction to the Cebu-based CSM team on enterprise account work, quality standards, and prioritisation.
• Mentor and develop the Cebu Senior CSM toward Enterprise Account Management capability.
• Run team stand-ups and operational meetings as required.
• Contribute to CS strategy, segmentation reviews, tooling decisions, and process improvements.
• Own NRR and renewal targets for the enterprise portfolio.
• Identify and pursue upsell, cross-sell, and expansion opportunities within existing accounts.
• Develop compelling business cases and ROI frameworks to support customer retention and growth conversations.
• Partner with Account Executives to align on account strategy and revenue goals.
• Represent CS performance and enterprise account health in internal leadership reporting.
• Drive platform adoption across enterprise accounts, working closely with implementation and CS Ops.
• Deliver strategic guidance, workshops, and EBRs that demonstrate measurable customer value.
• Monitor platform usage data and health scores to proactively address adoption challenges.
• Translate data and usage insights into actionable recommendations for customers.
• Cultivate customer advocates and leverage relationships for referrals, case studies, and testimonials.
• Act as the voice of the enterprise customer internally - feed insights to Product, Engineering, and CS Ops.
• Foster community and knowledge-sharing connections between customer accounts where appropriate.

Key requirements

• 5+ years in enterprise customer success, strategic account management, or consulting in a SaaS or technology environment.
• Demonstrated ability to manage a portfolio of high-value enterprise accounts with C-suite stakeholder engagement.
• Proven experience in complex multi-year contract renewals and commercial negotiations.
• Experience providing informal leadership, mentoring, or functional direction to team members.
• Background in regulated industries (mining, construction, energy, infrastructure) is an advantage.

Skills and capabilities

• Strong commercial acumen - able to speak to ROI, NRR, and business value in customer conversations.
• Confident executive presence - comfortable presenting to and challenging C-suite stakeholders.
• Analytical and data-driven - uses platform usage data and health scores to drive decisions.
• Collaborative by default - works effectively across CS, Sales, Product, and Engineering.
• Excellent communication skills - clear and direct with both technical and non-technical audiences.
• Proficient in CRM tools (HubSpot preferred), customer success platforms, and data analysis tools.
• High ownership mindset - does not wait to be asked; identifies and acts on issues independently.

Working style

• Comfortable operating across AEST and Philippines time zones for team collaboration.
• Willing to travel to customer sites for EBRs and relationship development.