The posting
The Associate Customer Success Manager (SMB) is an entry-level individual contributor responsible for managing a high-volume portfolio of small business customers. This role serves as the primary post-sale point of contact, owning the customer relationship and gross revenue retention (GRR) through consistent execution of SOCi’s defined customer engagement model.
The Associate CSM partners with customers to drive product adoption, engagement, and value realization while proactively identifying risks to retention. This role operates within established processes and playbooks, focusing on operational excellence, responsiveness, and effective execution.
Compensatory Time Off
The employee shall be eligible to receive an additional leave credit equivalent to the number of work hours rendered upon the employer's request outside of regular working hours and during non-working holidays and/or rest days. CTO credits shall be earned based on the setup of the business operations. All earned CTO credits shall expire at the end of the current calendar year unless a special arrangement has been set otherwise.
Effectivity: Upon Hire
Is Monetary: No
Number: 13th Month Pay
Description:
With a minimum rendered work of at least one (1) month during the calendar year, the employee shall be entitled to a 13th Month Pay equivalent to 1/12 of the employee’s gross monthly salary multiplied by the number of months worked or earned within a given calendar year to be released on or before Dec 24 of every calendar year, subject to the computation as provided by the Labor Code and other pertinent issuances of the Department of Labor and Employment.
Effectivity: Upon Hire
Is Monetary: Yes
Number: In-person during probation (In-person, Hybrid, Work-from-home) Hybrid setup after regularization (Depending on their performance)
Paid Leave Credits
Description:
Employee shall start earning up to ten (10) leave credits with an accrual rate of 0.83 leaves per month. On their 1st Anniversary and succeeding anniversaries, the employee shall earn additional ten (10) leave credits with a total accrual rate of 1.67 leaves per month.
Leave Monetization
Description:
Year-end leave monetization (10 and below unused leave credits) Based on Gross Monthly Salary, released on the first payroll of February.
HMO Principal
Description:
Php 250,000 Maximum Benefit Limit per illness per year upon hire for the employee only.
HMO Dependent
Description:
The employee shall be eligible to enroll two (2) free dependents upon hire and each dependent shall have a coverage of Php200,000 per illness per year. HMO eligibility and hierarchy of dependents shall be subject to the guidelines and standards of the HMO provider.
- Execute the defined engagement model, including scheduled outreach, customer touchpoints, and programmatic engagement
- Proactively engage assigned SMB customers to drive platform usage, adoption, and value realization
- Establish and maintain customer relationships to achieve retention targets within assigned accounts
- Track customer health metrics and escalate risks appropriately using defined processes
- Own retention outcomes (GRR) within assigned accounts and ensure customer readiness for renewal in partnership with Sales
- Surface expansion signals and opportunities to Sales based on customer usage and needs
- Maintain accurate account documentation, activity tracking, and reporting in CRM systems
- Follow established workflows for issue escalation and resolution
- Continuously build product, process, and industry knowledge
The responsibilities of this role include:
- Managing a high-volume portfolio of SMB customers
- Executing the defined customer engagement model, including cadence-based outreach, success planning, and customer communications
- Owning the customer relationship and acting as the primary point of contact for all customer needs and escalations
- Driving product activation and early adoption
- Monitoring customer health signals and identifying potential churn risks
- Escalating risks and coordinating issue resolution with internal teams
- Owning retention activities within the assigned book of business and partnering with Sales on renewal negotiations and contracts
- Identifying and surfacing potential expansion opportunities to the Sales growth team
- Conducting scalable outreach campaigns (email, webinars, digital engagement)
- Documenting customer interactions and insights in CRM systems
- Partnering cross-functionally with Implementation Services, Support, Product, and Sales
- Experience working with SMB customers in a SaaS environment
- Familiarity with CRM systems and customer health tools
- Exposure to retention or renewal processes
- Bachelor’s degree in Business, Communications, Marketing, or related field (or equivalent
- 2+ years of experience in customer-facing roles (Customer Success, Account Management, Support, or related field)
- Experience managing multiple priorities in a fast-paced environment
- Strong written and verbal communication skills
- Basic understanding of SaaS business models or technology platforms
- Building Trusting Relationships - The ability to build trusting , collaborative relationships and rapport with different types of people and business. This includes delivering on commitments and maintaining confidential information, as well as being approachable, showing interest in the other person, and relating well to people regardless of personality or background.
- Communication - The ability to convey information clearly and accurately, as well as choosing the most effective method of delivery (e.g., email, phone, face-to-face). This includes using a technically sound communication style both verbally and in writing.
- Creating the New and Different - The ability to be creative. This includes the ability to produce breakthrough ideas, being a visionary, managing innovation, seeing multiple futures, having broad interests and knowledge, and gaining support in order to translate new ideas into solutions. This also includes the ability to plan and implement unconventional ideas and speculate about alternative futures without all of the data.
- Decision Making - The ability to make quick, accurate decisions. This includes the ability to weigh alternatives and take into account the impact of the decisions on people, equipment, or other resources.
- Getting Work Done - The ability to be organized, resourceful, and planful. This includes the ability to leverage multiple resources to get things done and lay out tasks in sufficient detail. This also includes the ability to get things done with fewer resources and in less time, work on multiple tasks at once without losing track, and foresee and plan around obstacles.
- Time Management - The ability to quickly prioritize mission-critical from less important. This includes sensing what the next most useful thing is to work on, and focusing on the critical few tasks that add value while putting aside or delaying the rest.
- Analytical Skills - The ability to collect information and identify fundamental patterns/trends in simple to moderately complex data. This includes the ability to gather, integrate, and interpret information from several sources.
