Strategic Customer Success Manager (Enterprise Renewals Manager)

Job Description

About the Role

We are seeking a commercially aggressive, data-fluent Strategic Customer Success Manager (Enterprise Renewals Manager) to lead a high-performing, global team of 10–15 account and renewals specialists.

You will act as both a people leader and a commercial closer—ensuring your team maintains flawless pipeline hygiene while personally stepping in to negotiate complex, high-value contract restructures, down-scopes, and competitive save plays.

• Commercial Revenue Ownership: Directly manage, track, and protect a multi-million dollar ARR portfolio. Own the gross and net revenue retention targets for the account.
• Team Leadership & Performance: Lead, coach, and scale a high-velocity team of 10–15 Customer Success and Renewals specialists. Drive behavior around commercial outcomes rather than simple activity metrics.
• Contract Negotiation & De-risking: Step into high-stakes enterprise renewal discussions. Analyze client software utilization data to counter churn requests, build Total Cost of Ownership (TCO) models, and restructure contracts (multi-year locks, tier adjustments) to safeguard long-term value.
• Predictive Churn Mitigation: Establish and oversee data-driven customer health-scoring workflows. Monitor product telemetry, usage drop-offs, and behavioral indicators to trigger automated playbooks before accounts reach critical risk.
• Pipeline Forecasting: Maintain absolute data integrity inside Salesforce/HubSpot. Deliver accurate, weekly renewal forecasts and aging-contract risk assessments directly to senior leadership.
• Cross-Functional Collaboration: Partner closely with global product, engineering, and sales operations teams to resolve critical customer friction points impacting contract signatures.

• Proven SaaS Revenue Ownership: Minimum of 3–5 years of experience in a commercial Customer Success, Renewals Management, or Strategic Account Management role within the B2B Software-as-a-Service (SaaS) or enterprise technology sector.
• Demonstrated Scale: Proven experience managing, coaching, and driving targets for a team of account specialists or CSMs.
• The Commercial Closer Mindset: Must have a proven track record of personally negotiating high-value software renewals, overcoming budget-cut requests, and successfully defending accounts against market competitors.
• Advanced CRM & CS Tooling Literacy: Deep, hands-on experience navigating Salesforce or HubSpot for pipeline forecasting. Active exposure to dedicated Customer Success platforms (Planhat, Gainsight, ChurnZero, or equivalent telemetry systems) is highly preferred.
• Data-Driven & Analytical: Strong proficiency in using data analytics (Tableau, Power BI, or Advanced Excel) to cross-reference product usage patterns with contract realities.
• Communication Style: Exceptional corporate presence with a professional, empathetic, yet highly direct approach to negotiation and stakeholder management.
• Logistics: 100% comfortable working on-site in BGC, Taguig City on a fixed schedule. Immediate or short-notice availability is a massive advantage.

• Gifts on festivals, Recreational activities, Maternity leaves, Paternity leaves, Annual leaves, Rewards & recognition, Health & insurance, Mental health wellbeing