Customer Success Manager

Role is primarily to help the sales team in the retention (renewal) business of Academic Paradigm Inc. This consists of product training, product presentation, customer health checks, supporting marketing activities.

Duties and Responsibilities:

• Lead onboarding for new customers, ensuring smooth implementation of digital platforms and content access.
• Conduct product training and best-practice sessions for librarians, researchers, faculty, clinicians, or knowledge managers.
• Monitor account health, usage trends, and renewal risk indicators. 2. Proactively address challenges and coordinate solutions to maximize customer satisfaction and retention.
• Analyze usage data, performance metrics, and customer feedback to demonstrate ROI.
• Prepare and deliver usage reports, reviews, and success plans tailored to customer objectives.
• Act as the voice of the customer internally, sharing insights with Product, Support, and Publisher Partners.
• Coordinate with publisher representatives when needed to resolve escalations or support strategic initiatives.

Job Qualification:

• Bachelor’s Degree in MassComm, Business Administration, Marketing, Sales, Communications, Public Relations, or related field
• 1-2 years proven work experience as a Customer Success manager or sales and marketing role
• Excellent listening, negotiation, and presentation abilities
• Strong verbal and written communication skills
• Delivering client-focused solutions to customer needs
• Ability to juggle multiple account management projects at a time while maintaining sharp attention to detail
• Ability to communicate, present and influence key stakeholders at all levels of an organization, including executive and C-level
• Knowledgeable with CRM software (i.e., Salesforce, Bigin, etc.) and MS Office (particularly MS Excel)
• Lives within Metro Manila, willing to travel in Makati and Alabang

Willingness to travel:

• 100% (Required)

Please note that this job opening is for our sister company, Academic Paradigm Inc.