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ShiftCare

Customer Success Manager (Onboarding)

Manila , Philippines
full-time

AI overview

Own a portfolio of clients and drive their growth through tailored strategies while collaborating with cross-functional teams to enhance customer experience.

At ShiftCare, our Customer Success Managers play a pivotal role in optimising workflows, analysing customer support trends, and ensuring the continuous improvement of our customer experience. This position requires a strategic thinker with a passion for driving efficiency and delivering exceptional service to our users.

Grow With Us

We are looking for a PH-based full-time, dedicated, and passionate Customer Success Managerto join our growing team. This person will be a core member of our Customer Success team, and you will be well-positioned to succeed. The entire company from sales, customer success, product, and engineering are all aligned to make sure our customers are successful! This role will be remote (you can work from home) but you must be able to work Australian Eastern Standard time hours (9am - 6pm AEST).

Account Ownership & Growth

  • Own a portfolio of clients post-onboarding and serve as their trusted advisor.
  • Conduct regular outbound calls to drive seat expansion, plan upgrades, and usage growth.
  • Proactively identify high-value opportunities using customer data and product usage trends.
  • Collaborate with Operations and CS leadership to execute strategic growth plans for key accounts.

2. Customer Engagement & Success

  • Maintain strong relationships through purposeful check-ins and tailored guidance.
  • Help customers adopt underused or newly released product features.
  • Guide clients through best practices to improve value realisation and workflow efficiency.
  • Create or contribute to customer-facing content (webinars, videos, help docs, templates).

3. Operational Excellence

  • Maintain accurate, detailed notes and next steps in HubSpot and ChurnZero.
  • Prioritise tasks effectively, managing time across calls, follow-ups, reviews, and CRM hygiene.
  • Work cross-functionally with Support, Sales, Product, and Marketing to solve customer issues and deliver an exceptional experience.

4. Product & Customer Insights

  • Analyse customer behaviour data and translate insights into clear action plans.
  • Educate customers on new features and product updates.
  • Escalate issues effectively — distinguishing between user error, training gaps, bugs, and feature requests.
  • Advocate for customers by sharing insights with the Product team to improve retention and adoption.

Requirements

Who You Are

  • Sales-driven with proven experience identifying and converting expansion opportunities.
  • Proactive communicator who thrives on making calls, building relationships, and guiding clients.
  • Excellent time manager with the ability to prioritise outreach, follow-ups, and CRM tasks.
  • Comfortable interpreting customer data and using insights to drive actions.
  • Tech-savvy and quick to learn new tools, concepts, and systems.
  • Empathetic, patient, and able to explain product concepts clearly and concisely.
  • Detail-oriented, especially in CRM documentation and account planning.
  • Long-term mindset — eager to grow with ShiftCare over the next several years.
  • 2+ years of experience in an Onboarding, Training, Support, or similar customer-facing role, ideally in SaaS.
  • Demonstrated success in a role involving customer enablement, product education, or workflow optimisation.
  • Proficiency with customer data tools, Google/Office suites, and CRMs (HubSpot/ChurnZero preferred).
  • Strong English communication skills (phone-first).
  • PH-based and able to work AEST hours.
  • High-speed and stable primary + backup internet connection (min 10 Mbps).
  • A screenshot of your speed test results will be required.

Nice to Have

  • Experience working in a startup environment.
  • Process-building experience using tools like HubSpot, Intercom, or ChurnZero.
  • Exposure to workflow, scheduling, or health-tech products.

Benefits

Why Join ShiftCare?

  • Fast-track Growth:
    • Experience quick career advancement in our growth-oriented environment, ensuring your potential is recognised and rewarded.
  • Job Security:
    • Rest easy with stable ownership and meticulous team growth management, building your career on a foundation of stability and forward-thinking.
  • Professional Development Opportunities:
    • Access various training programs, online courses, workshops, and coaching sessions for continuous professional and personal growth.

At Shiftcare, we prioritise creating a workplace where employees can thrive both professionally and personally.

If you are a driven and experienced Customer Success Manager with a passion for health-tech and want an opportunity to be immersed in career defining work, we encourage you to apply

Perks & Benefits Extracted with AI

  • Education Stipend: Access various training programs, online courses, workshops, and coaching sessions for continuous professional and personal growth.
ShiftCare

ShiftCare’s innovative software platform helps Australia’s disability support providers, in-home aged carers and allied health professionals, streamline the way they do things 🧑🏽‍⚕️📲 ✅By creating efficiencies in rostering, client management and billing, we enable businesses to grow, while creating more time for what matters most – supporting clients, and helping them lead healthier, happier lives.Working with usWe’re a small but rapidly growing start-up that strikes the balance between work and play 🧑‍💻 ➡️ 🏄‍♂️Based at Fishburners, one of Sydney’s leading tech co-working spaces, our diverse team embraces a culture of dedication and enthusiasm.Whether you choose to work on-site with us, where you’ll rub shoulders with other start-ups, enjoy perks like complimentary coffee, beer and the occasional pizza, or remotely, at hours that suit you, you’ll soon feel like part of a team making a difference.Key Benefits: Be part of a small, rapidly growing business. Flat structure – take responsibility, be your own boss, and help us shape the direction of the business. Company laptop provided (Mac or PC) Based at Fishburners, Sydney CBD – a leading start-up community. Our valuesWe’re no cult. But we do have a set of values inspiring all who work with us.☝️ People-first - We’re a tech company, but people come first. We believe in better – enabling better quality care, and encouraging people to be at their best, by creating a fun, supportive environment to draw on their passions.🤩 Optimism - We see the good in people. Born problem-solvers, with a positive mindset, we rise to any challenge – a better way of doing things is never far away.🤝 Collaboration - Everyone has something different to offer. By recognising our own strengths, and those of others, we work together in harmony to achieve outstanding results.🤸‍♂️ Independence - We don’t believe in hierarchy. You’ll work side by side with the founders, yet have the opportunity to take responsibility for your efforts and help shape the future of the business.

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