Senior CSM

Title: Senior Customer Success Manager (CSM)

Location: Remote — Philippines

Start: ASAP

Employment Type: Full-Time Contractor

ReviewBuzz is the leading reputation management and employee rewards platform for home service companies in the U.S. We help businesses generate more 5-star reviews across Google, Facebook, and beyond—while tying feedback directly to individual employees so owners know who’s delivering great service

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We’re a fast-growing SaaS startup looking for a Customer Success Manager who thrives in a small, high-ownership team. In this role, you’ll own retention and renewals by working directly with end users to drive adoption, prove value, and turn customers into long-term partners. You’ll manage the full customer lifecycle end-to-end and play a key role in shaping how Customer Success scales as we gro

w.

What You’l

l DoOwn Retention & Renewals (Top Prior

• ity)Take full ownership of retention, renewals, and customer health for your customer portfo
• lio.Proactively identify risk, build save plans, and lead renewal conversati
• ons.Track success against clear KPIs and outcomes—not just activ

ity.Be Hands-On with End U

• sersWork directly with end users and customer stakeholders to drive real, day-to-day adopt
• ion.Build strong relationships with power users and decision-makers—not just channel partn
• ers.Act as the go-to partner for customer questions, issues, and ongoing succ

ess.Lead the Full Customer Lifec

• ycleLead the full customer lifecycle: onboarding → adoption → ongoing value → retention → renewal → expans
• ion.Own onboarding to ensure fast time-to-value and strong early engagem
• ent.Drive ongoing adoption, attribution, gamification, and reporting enablem
• ent.Clearly demonstrate ROI and tie product value to customer go
• als.Identify and execute expansion opportunities (upsell/cross-sell) where they genuinely add va

lue.Operate Like a Startup Bui

• lderAnalyze usage data to surface risks, trends, and growth opportunit
• ies.Partner closely with Sales, Product, and Leadership team to deliver a seamless experie
• nce.Bring customer insights directly into product and process decisi
• ons.Help define and improve Customer Success playbooks as we sc
• ale.Champion the customer voice internally; influence the product roadmap with data and customer insig

hts.

What We’re Looki

• ng For5+ years of experience in Customer Success or Account Management at a SaaS or tech co
• mpany.Proven ownership of retention, renewals, and adoption across a customer port
• folio.Strong experience working directly with end users (not just distributors, channel partners, or resel
• lers).Excellent communication and stakeholder management s
• kills.Highly organized, analytical, and proactive—you see problems early and act
• fast.Comfortable working with targets, juggling priorities, and supporting night-shift
• hours.Reliable WFH setup with strong internet connect

ivity.

Nice

• to HaveExperience wit
• h Asana.Onboarding/implementation bac
• kground.BI/reporting fami
• liarity.Previous experience in a startup or small-to-medium company envi
• ronment.Strong “client success” mindset with a bias for action and account
• ability.Salesforce expertise i

s a plus

Shift, Comp, &

• ; BenefitsShift: 7:00 AM–3:30 PM PST (10:00 PM–6:30 AM Manila) — 8 hours paid + 30 minutes un
• paid breakBase Salary DOE + up to
• 20% bonusIncentives: 30-day targets + Upsell/N
• ew revenue13th month pay; Half-day Fridays; 40 hrs PTO; Remote; great culture; paid performance bonuses; Ho
• lidays TBDFull-time contractor; bi-month
• ly payoutsUse of monitoring software/time tracker is mandatory during all wor

king hours