Customer Success Manager

Who are we?

MyPass Global is a multi-award-winning workforce compliance software company. Our cutting-edge technology helps companies in high-stakes industries reduce risk, save up to 70% on back-office costs, and create safer work environments through our digital workforce solutions. As we rapidly expand with offices worldwide, we are seeking the next generation of innovative MyPassers to join us in shaping the future of our industry.

Read more about us here

Position Purpose Statement

As a Customer Success Manager, you will be the driving force behind ensuring our customers achieve success with our platform, focusing on seamless onboarding, proactive engagement, and delivering data-driven insights. You will manage a dynamic portfolio of mid, low-touch, and tech-touch customers, ensuring they realise value quickly and continuously throughout their journey.

You will act as the voice of the customer, advocating for their needs. You’ll play a pivotal role in driving retention and expansion by identifying opportunities, mitigating risks, and generating high-quality leads for our Account Executives.

A strategic thinker with a passion for customer outcomes, someone who thrives on using data to guide decisions, and is energised by working cross-functionally to elevate both the customer experience and our business growth.

Your Day to Day:

• Customer Success & Retention:
• Serve as a trusted advisor to customers, ensuring they derive maximum value from the platform
• Proactively engage customers through regular check-ins, BRs, and strategic conversations to address needs and prevent churn
• Drive renewal processes, manage collection calls, and develop retention strategies to ensure long-term customer success
• Identify expansion opportunities and work with internal teams to increase platform usage
• Advocate for customers by capturing and analysing feedback (e.g., NPS) to improve user experience
• Develop and implement engagement strategies, including targeted campaigns, to foster customer loyalty.Drive efforts to create advocates within customer organisations, leveraging testimonials and referrals
• Adoption & Training:
• Educate customers on platform features through training sessions, email campaigns, webinars, and one-on-one support
• Provide guidance and best practices to ensure consistent usage and compliance with platform requirements
• Address technical and operational concerns promptly to remove adoption barriers
• Analyse customer engagement data to segment users and deliver tailored success strategies
• Renewals & Expansion:
• Own key client processes, including renewals, to reduce churn and ensure continued partnership
• Support Growth Propensity Index (GPI) initiatives by identifying upsell and cross-sell opportunities
• Collaborate with Sales and Marketing to align on expansion strategies and lead generation efforts
• Onboarding Support & Implementation:
• Assist with portal configuration, billing setup, and vendor onboarding, ensuring a smooth transition to full adoption
• Coordinate with the Implementation Team to execute vendor onboarding projects within SLA
• Work closely with CSM Leads to align onboarding with long-term customer success
  
  
  

Our Ideal MyPasser:

• Minimum 5 years of experience in a customer success, account management, or customer engagement role, ideally within a SaaS or technology-driven environment
• Demonstrated ability to oversee renewals, drive retention strategies, and foster customer advocacy
• Strong analytical skills to assess customer engagement, identify risks, and uncover expansion opportunities
• Proficiency in CRM tools (HubSpot preferred), data analysis (Excel/Google Sheets), and communication platforms (Slack, Google Workspace, MS Teams, VoIP tools)
• Exceptional written and verbal communication skills, with the ability to build strong relationships and influence key stakeholders
• Ability to deliver engaging product training, webinars, and customer business reviews , ensuring customers maximise value from the platform
• A proactive, customer-centric mindset with strong problem-solving and conflict resolution skills
• Adaptability to work cross-functionally with sales, marketing, and product teams to enhance customer experience and drive growth
• Strong curiosity and eagerness to stay updated with customer success best practices, emerging technologies, and industry trends
  
  
  

Information Security Accountabilities

• Understand own contribution to the effectiveness of the Information Security Management System (ISMS)
• Understand own responsibilities within the ISMS (e.g. Acceptable of Use Assets Policy, Information Security Policy)
• Understand the consequences of non-compliance with the requirements of the ISMS
• Understand information security guidelines related to own job role
  
  
  

Measures of Success

• Proactively manage customer engagement, onboarding requests, and identify growth opportunities -.40% (improve % of healthy accounts, increase feature usage, Time to Value, minimise voluntary churn)
• Deliver screen-sharing sessions, product demonstrations, and training to drive platform adoption. - 20%(track participation rates, increase % of customers using key features, increase Customer Satisfaction Score post-training rating)
• Own renewal processes and retention efforts to maximize customer lifetime value. - 20% (target high % of client retention, track expansion revenue, identify growth opportunities)
• Monitor and act on NPS feedback to improve customer experience and advocacy. - 10% (increase promoter %, reduce detractors, track % of actioned improvements, capture advocacy stories)
• Attend internal meetings, stand-ups, and cross-functional collaboration sessions - 10% (contribute to CS efficiency, measured via internal feedback)
  
  
  

Development Objectives

• 0-3 Months
• Engage proactively with customers via calls, emails, and screen-sharing sessions to drive feature adoption and ensure Time to Value (TTV) is minimised
• Develop strong relationships with the Activation, Strategic Accounts, and Support/Operations teams to ensure smooth onboarding and issue resolution
• Deepen product expertise to provide proactive guidance, training, and insights, helping customers maximise platform value
• Track early engagement indicators (e.g., Product Adoption Rate, GPI, Customer Health Score) to flag at-risk accounts,
• 3-6 Months
• Conduct high-impact training and product demos that drive increased feature usage and platform adoption metrics
• Identify growth opportunities by tracking upsell and cross-sell potential through customer engagement and usage data
• Foster strong, lasting relationships through regular check-ins
• Encourage customer advocacy, leveraging NPS promoters to generate referrals, testimonials, and case studies
• Analyse NPS and customer feedback, implementing insights to improve customer experience and reduce churn risk
• 6 – 12 Months
• Cultivate product advocates and leverage them for referrals, case studies, and testimonials to enhance the company’s reputation and growth
• Own contract management for non-strategic accounts, ensuring smooth renewals and long-term customer retention
  
  
  

Life at MyPass:

• Accessible and friendly office in Cebu IT Park
• Celebrate You - Anniversary gifts as early as your first work anniversary!
• Be Healthy - Wellbeing policy with a strong focus on whatever makes you feel good from the inside out, and a company-sponsored Healthcare Insurance worth PHP 110,000.00
• Work-Life Balance - Enjoy the right to disconnect with our 16 Paid Time Offs and 8 Compensatory Time Offs!
• Fuel Your Growth Journey - Unlocking your potential with a blend of in-person and online learning and development opportunities
• Get Rewarded and Recognized - Your impact to the business is seen and recognized through our Monthly Value Awards
• Be Comfortable - Casual Friday every day!
• We Love to Have Fun - Team outings, weekly lunches, team events, the list goes on…
• Generous Employee Referral Program - Rewards for referring top talent
  
  
  

Feel valuable

We’re big on culture. So much so that the team we've carefully curated are not only high-performers, they're also excellent humans. We foster an environment that is open, respectful and collaborative, where the status quo is challenged and both success and failure are celebrated.

MyPass champions diversity at all levels of the company, and we live by our core values that set us apart. We cultivate an inclusive culture and do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are dedicated to creating a workplace where everyone feels valued, respected, and empowered to bring their authentic selves to work. Our mantra is to make things happen, every single day.

Our company values:

Bring out the best - We connect and empower people to build a safer future. We strive to create a positive and enduring impact, no matter how small.

Challenge the norm - We pursue innovation by practising curiosity and always asking ‘why’. We challenge assumptions by seeking opportunities for growth and improvement.

Treat people well - We treat our customers, employees and partners as equals. We foster meaningful relationships through trust, compassion and respect.

Walk the walk - We are accountable for our goals, actions and collective vision. We work with integrity and are true to our word.