Customer Success Account Manager

We are looking for a Philippines-based, full-time, dedicated, and passionate Customer Success Manager to join our growing team at ShiftCare.

In this role, you will own client relationships post-onboarding, with a strong focus on driving seat expansion, plan upgrades, and product adoption. You should be someone who thrives on building relationships, can communicate clearly and confidently across phone, video, and email, and is naturally tech-savvy.

You’ll be measured on quality outbound customer conversations, expansion revenue, product utilisation, churn rate, and the quality of feedback you capture from customers.

This role requires you to be able to work Australian Eastern Standard Time (AEST) hours.

About the Role

Our Customer Success Managers play a critical role in driving account growth. You will assess customer health, lead proactive conversations around expansion, and personally close seat-increase and upgrade opportunities. This position is ideal for someone who is strategic, sales-driven, and passionate about delivering exceptional customer experiences.

Key Responsibilities

Sales & Expansion Focus

• Take ownership of the client relationship post-onboarding, with strong emphasis on proactive outbound calls to drive seat expansion, plan upgrades, and sales growth.
• Identify upsell opportunities early and lead customers through the decision-making process to close upgrades.

Client Engagement & Success

• Conduct regular check-ins and success reviews to uncover business needs and opportunities for deeper product usage.
• Guide customers through onboarding of new features to increase adoption and long-term value.

Customer Insights & Data

• Analyse usage trends and customer data to identify expansion opportunities and risks.
• Translate insights into actionable steps for account growth and retention.

Cross-Functional Collaboration

• Partner with Customer Success, Support, and Product teams to ensure customers have everything they need to succeed.
• Advocate on behalf of customers by relaying feedback and insights to the Product team.

Requirements

Who You Are

Sales-Driven & Customer-Focused

• 1–2 years of experience in Customer Success or Account Management, with at least 1 year in a sales-driven SaaS environment.
• Proven track record of identifying upsell opportunities and converting them into successful expansions.

Proactive & Highly Organised

• Excellent time management skills—able to balance outreach, meetings, follow-ups, and CRM updates efficiently.
• Takes initiative: you don’t wait for problems to arise; you proactively reach out to customers to build relationships and identify opportunities.

Exceptional Communicator

• Confident and empathetic communicator, especially over the phone, supported by video and email as secondary channels.
• Ability to simplify complex product concepts in a customer-friendly way.

Tech-Savvy & Detail-Oriented

• Comfortable working with data, customer health tools, spreadsheets, and CRMs (ideally HubSpot and ChurnZero).
• Meticulous in documenting interactions, next steps, and insights within the CRM.

Benefits

Why You’ll Love Working Here

If you are a motivated Customer Success Manager who is passionate about sales, growth, and health-tech, and enjoys connecting with customers to help them succeed, we would love to hear from you.