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CUSTOMER SUCCESS MANAGER (IMPLEMENTATION)

XTN-D5D9795

City
NA, Philippines
Schedule
Office Location
OFFSITE

Make your next big career move by applying as KMC Solutions' next CUSTOMER SUCCESS MANAGER (IMPLEMENTATION)

We are seeking an exceptional Customer Success Manager (CSM) to join our Digital Customer Success Team. In this role, you will drive scalable, data-informed customer engagement motions that accelerate adoption, reduce risk, and improve customer outcomes across a broad portfolio of Zoom customers. You will serve as a trusted advisor—leveraging digital programs, actionable insights, and repeatable frameworks to guide customers through onboarding, adoption, and renewal readiness of key Zoom solutions.


Zoom Video Communications is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

On top of your salary, here are the exciting benefits you can look forward to:

  • Work from the comfort of your own home
  • Comprehensive healthcare benefit for you and your dependents
  • Mental wellbeing programs for you and your dependents
  • Competitive time off and vacation policy
  • Thriving workplace culture centered on caring, diversity, and inclusion

The main responsibilities of a CUSTOMER SUCCESS MANAGER (IMPLEMENTATION) include:

Customer Engagement & Value Realization

  • Serve as the customer's trusted advisor based on assigned lifecycle guiding adoption through scalable 1:1 and 1:many engagements.

  • Drive activation, adoption, and product stickiness through customer education, digital programs, webinars, and targeted lifecycle motions.

  • Support customers across a scaled book of business by combining data signals, playbooks, and structured outreach to influence customer outcomes at volume.

  • Execute business reviews using data-driven templates to showcase value realization, highlight adoption progress, and align on success metrics with key stakeholders.

Onboarding & Product Enablement

  • Lead scaled onboarding and training sessions, ensuring customers adopt key workflows quickly and effectively.

  • Facilitate customer workshops—individually or at scale—to map use cases, reinforce best practices, and accelerate time-to-value.

Risk, Growth & Health Monitoring

  • Identify risk and opportunity signals using dashboards, product telemetry, and automated journeys.

  • Execute proactive outreach to reduce churn risk, accelerate adoption, and create pathways for expansion in partnership with Sales and Renewals.

  • Deliver clear customer health insights and recommend optimization strategies aligned with business goals.

Cross-Functional Collaboration

  • Partner closely with Customer Success Managers, Onboarding Managers, Support, Product, and Sales to ensure a cohesive customer experience.

  • Provide customer trend insights and data-driven feedback to internal stakeholders to influence product direction, digital programs, and scaled CS strategy.

Customer Reporting & Insights

    • Synthesize account-level and segment-level insights into digestible reports highlighting progress, adoption blockers, and actionable recommendations.

    • Support continuous improvement of digital journeys, customer-facing content, and scalable adoption programs.

To apply, you must be an expert on the following requirements:

  • 3+ years of experience in Customer Success, Account Management, or a customer-facing SaaS role—preferably within cloud, unified communications, or collaboration technologies.

  • Experience working in a scaled or digital CS environment a strong advantage.

  • Demonstrated ability to manage a broad portfolio of accounts using data-driven prioritization, segmentation, and scalable engagement strategies.

  • Strong presentation and communication skills, capable of facilitating trainings, webinars, and customer workshops.

  • Experience with Salesforce, Gainsight, or similar CRM/CS platforms.

  • Strong understanding of SaaS adoption frameworks, customer lifecycle management, and digital-touch engagement models.

  • Ability to simplify complex workflows and articulate product value to both technical and non-technical stakeholders.

  • Availability and willingness to work US business hours.

  • Highly organized with strong time management, prioritization skills, and a proactive, positive attitude.

The successful candidate must submit the following pre-employment requirements

  • Scanned copy of valid NBI Clearance
  • Accomplished Medical or PEME Slip (covered by KMC)
  • 2x2 & Half body picture with white background
  • Proof of government numbers (TIN, SSS, Pag-ibig, & Philhealth)
  • Photocopy of 2 valid IDs – front & back (government-issued)
  • Clear copy of your Birth Certificate (PSA or NSO)
  • Accomplished HR Forms & Promissory Note (will be provided by KMC’s Onboarding Team

Click here to view the complete list of KMC’s pre-employment requirements.

KMC Careers

If you're a rockstar at what you do and looking to be a part of our amazing story, we want to hear from you!

We offer attractive salaries and benefits plus you get to work in some of the Philippines' best flexible workspaces. Our employees also get to enjoy exclusive discounts, rewards and freebies, and invites to our monthly events. We are always recruiting for roles in IT & Development, Marketing, Business Administration, HR & Recruitment and Legal & Finance Roles.

KMC provides quality employment opportunities for job-seekers looking for a career that is both challenging and fulfilling. We are also committed to providing equal opportunities at every selection stage. We do not discriminate due to age, gender, sexual orientation, ethnicity, nationality, and religion.

Work with Us. Grow with Us.

KMC Solutions offers a variety of career opportunities in Metro Manila, Cebu and Clark & Iloilo. We are always looking for talented and enthusiastic individuals who are ready to make their next big career move.

Our Culture

At KMC, we foster an inclusive and positive workplace for all. We push our members to succeed in everything they do through our collaborative work environment. We encourage our community to work hard and reach their full potential while delivering results that matter for our members and you as professionals.

We host amazing and quality events and implement people-centric policies to work flexibly. We ensure that everyone in our expansive network is engaged, from our internal employees and those who work on behalf our offshore partners.

Life within KMC: Work Hard Party Harder

At KMC, we work hard and we are committed to putting our best foot forward in everything we do. Everyone is encouraged to be an individual while also working for the collective good of the KMC Community. We believe mistakes are opportunities and that you should not present a solution without a problem.

We also know when hard work deserves to be recognized so we reward our employees with monthly parties, free trips and much much more!

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