Remote Customer Success Manager, SMB (Philippines-Based)

Compensation: ₱875,000 PHP (10% performance bonus)
About the Role
Virtru is seeking a Customer Success Manager to join our SMB Customer Success team. In this new role, you will manage a large portfolio of small accounts, taking ownership of a significant number of accounts and driving maximum value and impact across your book.
To thrive in this position, you must be adaptable in learning new technologies and effectively communicating with various customer personas. Additionally, you will apply customer success processes from other areas of the business and scale them across a broad customer base (thousands of accounts).
Responsibilities include:
- Onboard and train new customers on Virtru’s products through both one-on-one sessions and group webinars.
- Oversee renewals for strategically important customers.
- Proactively engage low-usage and at-risk customers to stabilize accounts.
- Temporarily manage accounts during fixed engagement periods, including onboarding, at-risk scenarios, and account reviews.
- Execute "1-to-Many" campaigns and sequences to drive engagement, usage, and customer success at scale (e.g., re-engagement campaigns for low-usage customers).
- Track and analyze customer usage and engagement to identify opportunities for delivering value across the customer base.
- Generate invoices, collaborate with partners, and assist the Accounting team with collections for overdue or delinquent accounts.
- Contribute to refining processes, strategies, and sequences to enable future CSMs to smoothly integrate into our pooled model.
- Handle any outlier scenarios that may arise across the customer base.
About You
- 4+ years of experience in a customer-facing role (support, sales, customer success, account management, etc.).
- At least 2+ years of experience working with technical products, applications, or environments.
- Experience running training calls.
- Ability to interact with both technical and non-technical staff and customers.
- Strong technical aptitude and problem-solving skills.
- A positive, customer-focused attitude.
- Comfortable working in a fast-paced environment, both independently and as part of a team.
- Exceptional written and verbal communication skills.
- Strong organizational and prioritization skills.
Extra Credit (Not required but beneficial!):
- Experience working within a pooled CSM model.
- Familiarity with Salesforce/Outreach.
- Experience with renewals and/or negotiations.
Virtruvian Qualities that Will Set You Up for Success:
- Ability to think outside the box and respectfully challenge teammates and managers in pursuit of excellence.
- A strong sense of urgency with an action-oriented mindset.
- Adaptability in collaborating and adjusting to shifting business priorities.
- Comfort with asynchronous communication (Slack, email, Zoom, etc.).