{"id":4004693,"url":"https://alion.io/job/kmc-solutions-customer-success-manager","title":"CUSTOMER SUCCESS MANAGER","company":{"id":2968,"name":"KMC Solutions","domain":"kmc.solutions","url":"https://alion.io/company/kmc-solutions","size_band":"5000+","is_staffing_agency":false,"employer_type":"staffing","is_intermediary":false,"listed_via":null,"ats_vendor":"Career sitemap","truth_index":{"grade":"B","score":82,"open_postings":46,"ghost_share":0,"stale_share":0.739,"repost_share":0,"time_to_fill_p50_days":44,"computed_at":"2026-11-10T06:52:35Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Makati, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Salesforce","optional":false}],"status":"live","first_seen_at":"2026-11-10T02:09:58Z","employer_posted_date":"2026-11-10","last_verified_at":"2026-11-10T17:07:52Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"CUSTOMER SUCCESS MANAGER\nMakati City, PhilippinesWork From HomeSalesPosted Nov 10\nMake your next big career move by applying as KMC Solutions’ next CUSTOMER SUCCESS MANAGER\nWe are seeking an exceptional Customer Success Manager to join our Global Scaled and Digital Customer Success Team. This is a pooled, lifecycle-focused Customer Success role designed to scale value delivery, accelerate adoption, and protect revenue through a digital-first and hybrid engagement model. You will deliver consistent, proactive, and scalable engagement tied to achieving customer outcomes that protect and grow the base through onboarding, adoption, and renewal readiness of key Zoom solutions.\nZoom Video Communications is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.\nOn top of your salary, here are the exciting benefits you can look forward to:\nProtect Your Loved Ones: Access comprehensive, top-tier healthcare coverage for you and your dependents.\nPrioritize Your Peace: Take advantage of extensive mental wellbeing programs designed for you and your family.\nUnplug and Explore: Enjoy a highly competitive vacation policy that gives you the time you need to disconnect.\nBelong From Day One: Step into a workplace culture deeply rooted in empathy, diversity, and genuine inclusion.\nThe main responsibilities of a CUSTOMER SUCCESS MANAGER include:\nCustomer Engagement & Value Realization\nServe as the customer's trusted advisor throughout their assigned lifecycle stage, guiding adoption through scalable 1:1, 1:few, and 1:many engagement models.\n\nDrive activation, adoption, and product stickiness through customer education, digital programs, webinars, and targeted lifecycle motions.\n\nSupport customers across a scaled book of business by combining data signals, playbooks, and structured outreach to influence customer outcomes.\n\nFacilitate business reviews using data-driven templates to showcase value realization, highlight adoption progress, and align on success metrics with key stakeholders.\n\nDeliver proactive, outcome-focused guidance that helps customers realize ROI and achieve their business objectives with Zoom solutions.\n\nRisk Management, Growth & Health Monitoring\nMonitor and act on risk and opportunity signals using dashboards, product telemetry, health scores, and automated customer journeys.\n\nExecute proactive outreach to reduce churn risk, accelerate time-to-value, and create pathways for expansion in partnership with Sales and Renewals teams.\n\nDevelop and implement risk mitigation strategies to address customer concerns, prevent escalation, and protect revenue.\n\nDeliver clear customer health insights and recommend optimization strategies aligned with business goals and renewal readiness.\n\nIdentify expansion opportunities and collaborate with Sales to drive upsell and cross-sell motions based on customer usage patterns and business needs.\n\nCross-Functional Collaboration & Orchestration\nPartner closely with Customer Success Managers, Renewals Managers, Product Specialists, Support, Product teams, and Sales to ensure a seamless and cohesive customer experience.\n\nProvide customer trend insights and data-driven feedback to internal stakeholders to influence product roadmap, digital programs, and scaled CS strategy.\n\nCollaborate with the broader CS Advisor team to refine playbooks, share best practices, and continuously improve scaled engagement models.\n\nAct as a liaison between customers and internal teams to ensure customer feedback is captured and actioned appropriately.\n\nCustomer Reporting, Insights & Program Optimization\nSynthesize account-level and segment-level insights into digestible reports highlighting progress, adoption blockers, and actionable recommendations for stakeholders.\n\nSupport continuous improvement of digital journeys, customer-facing content, and scalable adoption programs based on customer feedback and performance data.\n\nContribute to the development and refinement of scaled CS motions, templates, and enablement materials that drive consistency and efficiency across the team.\n\nTrack and report on key performance indicators (KPIs) including adoption rates, health scores, renewal rates, and customer satisfaction metrics.\n\nTo apply, you must be an expert on the following requirements:\n3+ years of experience in Customer Success, Account Management, Sales, or a customer-facing SaaS role-preferably within cloud, unified communications, collaboration technologies, or contact center solutions.\nExperience working in scaled or digital CS environment a strong advantage.\nStrong presentation and communication skills, capable of facilitating trainings, driving discovery conversations, negotiating outcomes, and articulating value.\nAbility to simplify complex workflows and articulate product value to both technical and non-technical stakeholders.\nProven track record of driving product adoption through structured onboarding, enablement programs, and customer education initiatives.\nExperience identifying and mitigating renewal risks through proactive engagement, health monitoring, and data-driven intervention strategies.\nSkilled in conducting meetings with key leaders and C-level executives that demonstrate ROI, align on outcomes, and build renewal confidence.\nAbility to leverage customer health metrics, usage data, and engagement signals to predict churn risk and drive timely action.\nExperience with Salesforce, Gainsight, or similar CRM/CS platforms.\nAvailability and willingness to work US business hours.\nHighly organized with strong time management, prioritization skills, and a proactive, positive attitude.\nIt will also be favorable if you are knowledgeable in:\nAdditional relevant knowledge or experience related to the above requirements will be considered an advantage.\nSales\n Applying takes about a minute\nKnow someone for this?\nRefer them in a few clicks and track their progress from your referrals dashboard.","description_format":"text","description_chars":5982,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"Philippines","iso":"PH","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Coworking & Shared Office","Employer of Record & PEO"],"lifecycle":[{"event":"open","at":"2026-11-10T06:26:45Z"}],"visa":[],"liveness":{"score":60,"band":"ok","label":"Likely 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