Customer Success Manager UK Shift | Work from Office - Makati - ref. g0729219

We're Hiring: Customer Success Manager UK Shift!

We are currently on the lookout for a Customer Success Manager UK Shift to join our team at Cloudstaff, the #1 workplace everywhere!

Schedule: Mid shift

Job Description:

Your core focus will be on customer retention, solution adoption, account growth, and maintaining high levels of satisfaction within this fast-paced, service-driven industry.

Key Responsibilities:

• End-to-End Account Ownership: Oversee the full customer lifecycle for assigned accounts – onboarding, training, usage optimization, renewals, and expansion – with a hands-on, proactive approach tailored to the nuances of hospitality and retail.
• Retention & Growth: Build and maintain strong relationships with key stakeholders (e.g., GMs, Ops Directors, IT leads), mitigate churn risk, and identify upsell and cross-sell opportunities to support account growth.
• Industry-Aligned Consultation: Understand the operational realities of restaurants, retail chains, and hotels. Offer best practices and strategic insights that help customers optimize labor, scheduling, inventory, compliance, and workforce engagement using our SaaS platform.
• Solution Adoption: Ensure successful deployment and continuous adoption of key features across all customer locations. Leverage product usage data and customer feedback to drive meaningful engagement.
• Customer Health & Success Plans: Develop and maintain success plans tailored to each customer’s business goals, including metrics for adoption, ROI, and satisfaction.
• Internal Collaboration: Partner with Product, Support, Implementation, and Sales to champion the voice of the customer and deliver a seamless, value-driven experience.
• Training & Enablement: Organize training sessions, webinars, and resources to upskill users and drive platform usage, especially with high turnover frontline teams.
• Reporting & Insights: Deliver regular business reviews and performance insights to demonstrate product impact and foster strategic conversations with decision-makers.

Key Metrics:

• Net Revenue Retention (NRR)
• Gross Customer Retention
• Feature Adoption Rates by Site/Brand
• Customer Health Score
• Time to First Value (TTFV)
• Customer Satisfaction (CSAT) & NPS
• Expansion and Upsell Revenue

Non-negotiable skills & requirements:

• 3+ years of experience in Customer Success, Account Management, or similar client-facing roles within the SaaS industry.
• Experience working with or serving restaurant groups, retail chains, or hotel operators.
• Strong understanding of operational challenges in hospitality and retail, including scheduling, labor management, inventory, and compliance.
• Excellent relationship-building and communication skills with both operational and executive stakeholders.
• Demonstrated success managing a portfolio of multi-site accounts.
• Proficiency in CRM tools (e.g., Salesforce), and communication platforms (e.g., Outlook, Microsoft Teams, Slack).
• Analytical mindset with the ability to derive insights from customer usage data.
• Bachelor's degree in Business, Hospitality Management, or related field (or equivalent experience).

Preferred Qualifications:

• Experience with enterprise SaaS deployment in multi-unit restaurant, hotel, or retail organizations.
• Familiarity with workforce management, POS integrations, or compliance platforms in hospitality/retail tech stacks.
• Customer Success certifications (e.g., SuccessCOACHING, TSIA, or SuccessHACKER).

Perks & Benefits (Work From Office/Hybrid):

• Comprehensive health and life insurance on your 16th day of employment, covering 1 free dependent on the 16th day of employment
• Flexible leave credits which may be used for vacation, emergency and sick leaves
• Superb and exciting Mid-Year Parties – with items to give away and cash prizes!
• Endless opportunities for career advancement
• Exclusive ATM inside the office for employee's convenience
• Annual Performance Review with Salary Increase
• We set you up for success with a company-provided PC/Laptop and fiber internet connection
• Look forward to weekly office perks for work from office staff – Free Coffee, Meals and Beer Fridays!
• Top notch workplace with first class VIP lounge and game rooms
• Child friendly spaces to cater to the needs of employees with children, enhancing work-life balance
• Participate and join our CS Social Clubs and Special Interest Groups to connect with colleagues
• International career growth and connections
• Unlimited cash incentives for hired referrals
• Mental Wellness Employee Assistance program through Lifeworks
• In-house psychiatrist available to support employees' well-being
• Become part of the Employee Share Units program
• Cloudstaff Dream Points - To be used for bidding useful items like appliances, kitchenettes etc.

Established in 2005, Cloudstaff is a leading outsourcing company that empowers businesses to thrive through smarter talent solutions. We're passionate about creating a work environment that fosters your professional growth and overall well-being.

• Award-winning Culture: We're committed to building the #1 Workplace Everywhere, with a proven track record of staff engagement initiatives and industry recognition
• Invest in You: We support your development through comprehensive training programs, mentoring and opportunities for career advancement
• Thrive as an Individual: We offer a strong work-life balance with flexible schedules, meaningful perks and a collaborative team environment.

**To become a priority applicant, please share a 1-2 minute video introduction detailing you experience in this specific role. You can upload your video to the CSJobs platforms. Please use a clean, distraction-free background and speak clearly and articulately.**