Customer Success Manager

About the Role

Reporting to the Customer Success Team Lead, this strategic role focuses on driving customer engagement, product adoption, and sustainable revenue growth within our customer segments. Based in the Taguig office, you will work closely with Sales and the wider local and global Customer Success teams, and more broadly with the Service, Marketing, Analytics, and Strategy teams to deliver outstanding customer results. Success in this position requires executing data-informed engagement strategies, managing customer relationships, and achieving measurable business outcomes through improved customer satisfaction and long-term retention.

Key Responsibilities and Duties:

• Become a trusted advisor to our customers by driving whole-of-business conversations to identify their sourcing needs and offer the best service and support for their recruitment requirements.
• Collaborate closely with Key Account Managers based in the Philippines and across APAC to craft quarterly customer engagement plans for monthly implementation to influence product adoption and usage and manage any risks.
• Understand the key drivers of behavioral change and implement tailored customer engagements in line with business strategic priorities.
• Continuously maintain a deep understanding of our product solutions to be the subject matter expert for our customers.
• Manage multiple internal relationships with leaders from local Sales, Operations, and Marketing teams and the broader global team across APAC to drive a one-team approach with customers and increase speed to value of products.
• Manage customer satisfaction throughout the customer life cycle, working closely with Sales and other key stakeholders.
• Identify opportunities for package upgrade and cross-product adoption
• Conduct face-to-face and online Account Reviews to ensure alignment and growth.
• Facilitate face-to-face and online Product Training to new and existing users to ensure effective product usage.
• Deliver exceptional, personalised experience for newly onboarded global account customers
• Offer exclusive paid ad posting assistance to customers based on allowable parameters.
• Provide customers exclusive access to SEEK signature reports and SEEK events related to recruitment and people management.
• Invite customer to exclusive SEEK events related to recruitment and people management.
• Perform tasks as assigned by the leader in alignment with company goals and strategies.

Qualifications

• Education level: Relevant degree or equivalent experience, ideally in Human Resources, Business, or related field.
• Understanding end-to-end recruitment processes, HR technologies, talent acquisition, and candidate sourcing challenges - a background in Human Resources or Recruitment would be highly regarded.
• Experience: Proven track record of rapidly building and managing strong customer relationships locally and globally in a consultative manner, including face-to-face client meetings and presentations, and conducting product training both in-person and virtually.
• Customer impact and pace: Thrives in a fast-paced, high energy environment, with a strong sense of urgency and a clear bias for action. Able to quickly understand customer needs and turn insights into practical, timely solutions.
• Specific skills: Excellent interpersonal and presentation skills with the ability to energize and engage effectively in face-to-face meetings, telephony, and online communication, with the ability to influence and drive behavioral change across all interaction channels.
• Specific skills: Good oral and written communication skills, proficient in MS Office applications (Word, PowerPoint, Excel).
• Personal characteristics: Naturally positive, energetic, and customer-obsessed. Passionate about customer success and service, with an innate ability to anticipate and proactively solve customer needs. Self motivated, resilient, and excited to go the extra mile to deliver outstanding outcomes.
• Mastery in using Salesforce, including reporting, and Tableau

Additional Information

At SEEK, we are passionate about fostering a culture of inclusion and wellbeing that embraces and values the diversity of our people. We are a purpose driven business that works with heart.

We know teams with diverse ideas, experiences and perspectives are more creative and are critical to ensuring effective delivery and innovating to enable our future success. As such, we welcome applications from people with diverse backgrounds and life experiences, especially as they relate to gender, sexual identity, culture, faith, disability and life stages. If you have the skills, curiosity and an adaptable mindset but don't meet every responsibility or qualification listed in this advertisement, please still get in touch with us.

Should you require any specific support or adjustments throughout the recruitment process and beyond, please advise us and we will be happy to assist.

SEEK kindly requests no unsolicited resumes or approaches from recruitment agencies and will not be responsible for any associated fees.

Note: We want to understand more about you beyond what's on your resume. To help showcase your abilities, our hiring process begins with a Cognitive Ability assessment by Vervoe , which is interactive online job preview that will simulate scenarios you'll likely face on the job.

Keep an eye on your inbox, including your junk and spam folders – and get ready to demonstrate why you can do this job like no one else!

Successful candidates will then be invited to an interview.