Customer Success Manager (Digital Marketing SaaS)

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: TYPE OF WORK

Full Time

: SALARY

$8-$9

: HOURS PER WEEK

40

: DATE UPDATED

Apr 3, 2026

JOB OVERVIEW

About Us

We are a leading SaaS loyalty, marketing, and customer engagement platform serving retailers and brands across highly regulated industries in the U.S. and Canada. We help businesses strengthen customer relationships through data-driven marketing, automation, and analytics—driving retention, growth, and revenue.

We are seeking a highly proactive Account Manager / Customer Success Manager to own and grow a portfolio of mid-market and SMB retail clients. This is a commercially focused role responsible for driving platform adoption, retention, and revenue expansion while serving as the primary strategic advisor to clients.

The ideal candidate has experience in digital marketing or loyalty SaaS platforms and is comfortable leading ROI-driven conversations that connect campaign performance to business outcomes. This role requires a consultative, data-driven professional who can proactively mitigate churn risk and guide customers toward long-term success.

What You'll Do

- Own and manage a portfolio of approximately ---------- SMB and mid-market retail accounts, serving as the primary relationship owner.
-Drive retention, renewals, and revenue growth through proactive account management and expansion opportunities.
- Lead monthly ROI and performance conversations, connecting email, SMS, and loyalty campaign metrics to business outcomes.
- Proactively monitor account health, identify churn risks early, and execute mitigation plans before renewal cycles.
- Guide customers on digital marketing best practices, campaign optimization, and platform adoption strategies.
- Conduct regular business reviews focused on engagement metrics, click-through rates, and revenue impact.
- Perform root cause analysis on escalations and partner cross-functionally to drive resolution and continuous improvement.
- Act as a trusted advisor to retail clients, delivering a highly consultative customer experience.
- Maintain accurate forecasting, account documentation, and CRM hygiene (Salesforce or similar).

What We're Looking For

- 4+ years in Customer Success, Account Management, or Client Services within a SaaS environment.
- Strong preference for experience with digital marketing, email/SMS platforms, or loyalty technology (e.g., Klaviyo, Iterable, or similar).
- Experience supporting retail or SMB customers is highly preferred.
- Proven ability to drive adoption, retention, and expansion within an existing book of business.
- Strong understanding of marketing performance metrics such as engagement rates, click-through rates, and campaign ROI.
- Demonstrated success in proactive churn mitigation and escalation management, including root cause analysis.
- Highly consultative mindset with the ability to guide customers on best practices and growth opportunities.
- Excellent English communication skills with polished video presence and strong active listening abilities.
- Comfortable managing a high-volume portfolio in a fast-paced SaaS environment.
- Hands-on experience with CRM tools (Salesforce preferred).
- Reliable primary internet plus backup connection required due to heavy video-based client interactions.

Work Setup & Compensation:

- Schedule: Follows U.S. business hours as needed
- Location: Remote in the Philippines
- Rate: Hourly in USD

**Please include a link to your resume and short-introduction video in your message**

SKILL REQUIREMENT

Digital Marketing Client Relationship Management

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Customer Success Manager (Digital Marketing SaaS)

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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