Customer Success Manager (HCM Transformation)

<p class="MsoNormal"><b><span lang="en-ph" xml:lang="en-ph">Role : Customer Success Manager (CSM)<br /> Location : Manila, Philippines<br /> <br /> </span></b><b>About Darwinbox:</b></p><p><b></b></p><b></b><p class="MsoNormal"><span lang="en-ph" xml:lang="en-ph"><a href="https://ind01.safelinks.protection.outlook.com/?url=https://darwinbox.com/&data=05|02|urooj.r@darwinbox.in|433c5612b65b442b2e3c08dc9b524aaa|87270ae3558149458537a6f16728a776|0|0|638556024942468702|Unknown|TWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0=|0|||&sdata=Z4mpmo5OyZ7pQBCmDxEQlwZUZKXisFHnDmqWSmdnm+Q=&reserved=0" title="https://ind01.safelinks.protection.outlook.com/?url=https://darwinbox.com/&data=05|02|urooj.r@darwinbox.in|433c5612b65b442b2e3c08dc9b524aaa|87270ae3558149458537a6f16728a776|0|0|638556024942468702|unknown|twfpbgzsb3d8eyjwijoimc4" target="_blank" rel="noreferrer noopener"><span lang="en-id" xml:lang="en-id">Darwinbox</span></a></span> is Asia's fastest-growing HR technology platform, designing the future of work by building the world's best HR tech, driven by a fierce focus on employee experience and customer success, and continuous, iterative innovation. We are the preferred choice of 900+ global enterprises to manage their 2.5 million+ employees across 116+ countries.</p><p></p><p class="MsoNormal">Darwinbox's new-age HCM suite competes with local as well as global players in the enterprise technology space (such as SAP, Oracle, and Workday). The firm has acquired notable customers ranging from large conglomerates to unicorn start-ups: Nivea, Starbucks, Swiggy, DLF, Crisil, CRED, Vedanta, Mahindra, Glenmark, Gokongwei Group, Mitra Adiperkasa, EFS Facilities Management, VNG Corporation, and many more.</p><p></p><p class="MsoNormal">Our vision of building a world-class product company from Asia is backed by marquee global investors like Microsoft, Salesforce, Sequoia Capital, and Lightspeed Venture Partners.</p><p></p><p class="MsoNormal"><b> </b></p><p><b></b></p><b></b><p class="MsoNormal"><b>Why Darwinbox? </b></p><p><b></b></p><b></b><p class="MsoNormal">The rate at which our product and market presence are growing is unprecedented. We’re a Rocketship. We’re not planning on slowing down anytime soon. And that’s why we need you! You’ll experience a culture of: </p><p></p><ul style="margin-top:0in;" type="disc"> <li class="MsoNormal">Disproportionate Rewards <p></p></li> <li class="MsoNormal">Accelerated Growth<p></p></li> <li class="MsoNormal">Wellbeing First<p></p></li> <li class="MsoNormal">Nurtured Learning<p></p></li> <li class="MsoNormal">Life-long Relationships </li></ul><p class="MsoNormal"><b><span lang="en-ph" xml:lang="en-ph">About the Role</span></b></p><p><b></b></p><b></b><p class="MsoNormal"><span lang="en-ph" xml:lang="en-ph">As a Customer Success Manager (CSM), you will be responsible for helping customers realize measurable business value from Darwinbox while protecting and growing recurring revenue across your portfolio.</span></p><p></p><p class="MsoNormal"><span lang="en-ph" xml:lang="en-ph">You will act as a strategic advisor to customer stakeholders, driving adoption, retention, executive engagement, expansion opportunities, and customer advocacy. As the primary post-go-live relationship owner, you will partner closely with cross-functional teams to ensure customers achieve their desired business outcomes and maximize the value of their investment in Darwinbox.</span></p><p></p><p class="MsoNormal"><span lang="en-ph" xml:lang="en-ph">This is a highly strategic, customer-facing role that combines relationship management, business consulting, growth planning, and customer outcome leadership.</span></p><p></p><p class="MsoNormal"><span lang="en-ph" xml:lang="en-ph"> </span></p><p class="MsoNormal"><b><span lang="en-ph" xml:lang="en-ph">What You'll Do</span></b></p><p><b></b></p><b></b><p class="MsoNormal"><b><span lang="en-ph" xml:lang="en-ph">Own Customer Success Strategy</span></b></p><p><b></b></p><b></b><ul style="margin-top:0in;" type="disc"> <li class="MsoNormal"><span lang="en-ph" xml:lang="en-ph">Develop and execute account success plans aligned with customer business goals and priorities.</span><p></p></li> <li class="MsoNormal"><span lang="en-ph" xml:lang="en-ph">Build strong relationships with key stakeholders, executive sponsors, champions, and decision-makers.</span><p></p></li> <li class="MsoNormal"><span lang="en-ph" xml:lang="en-ph">Maintain stakeholder maps, risk registers, account plans, and growth strategies.</span><p></p></li> <li class="MsoNormal"><span lang="en-ph" xml:lang="en-ph">Understand customer business objectives, transformation initiatives, and long-term success measures.</span><p></p></li> <li class="MsoNormal"><span lang="en-ph" xml:lang="en-ph">Serve as the strategic voice of the customer within Darwinbox.</span><p></p></li> </ul><p class="MsoNormal"><b><span lang="en-ph" xml:lang="en-ph">Drive Adoption & Value Realization</span></b></p><p><b></b></p><b></b><ul style="margin-top:0in;" type="disc"> <li class="MsoNormal"><span lang="en-ph" xml:lang="en-ph">Help customers maximize adoption across modules, features, and business processes.</span><p></p></li> <li class="MsoNormal"><span lang="en-ph" xml:lang="en-ph">Analyze customer health, utilization trends, and engagement patterns.</span><p></p></li> <li class="MsoNormal"><span lang="en-ph" xml:lang="en-ph">Identify opportunities to increase platform maturity and business value.</span><p></p></li> <li class="MsoNormal"><span lang="en-ph" xml:lang="en-ph">Lead value realization conversations with customer leadership teams.</span><p></p></li> <li class="MsoNormal"><span lang="en-ph" xml:lang="en-ph">Demonstrate measurable business outcomes and ROI achieved through Darwinbox.</span><p></p></li> <li class="MsoNormal"><span lang="en-ph" xml:lang="en-ph">Develop actionable recommendations that improve customer success outcomes.</span><p></p></li> </ul><p class="MsoNormal"><b><span lang="en-ph" xml:lang="en-ph">Lead Executive Engagement & Governance</span></b></p><p><b></b></p><b></b><ul style="margin-top:0in;" type="disc"> <li class="MsoNormal"><span lang="en-ph" xml:lang="en-ph">Facilitate Quarterly Business Reviews (QBRs), Executive Business Reviews (EBRs), and governance meetings.</span><p></p></li> <li class="MsoNormal"><span lang="en-ph" xml:lang="en-ph">Present adoption trends, business outcomes, risks, opportunities, and strategic recommendations.</span><p></p></li> <li class="MsoNormal"><span lang="en-ph" xml:lang="en-ph">Drive alignment between customer objectives and Darwinbox capabilities.</span><p></p></li> <li class="MsoNormal"><span lang="en-ph" xml:lang="en-ph">Strengthen executive confidence and deepen strategic partnerships.</span><p></p></li> <li class="MsoNormal"><span lang="en-ph" xml:lang="en-ph">Ensure customer priorities are clearly understood and acted upon internally.</span><p></p></li> </ul><p class="MsoNormal"><b><span lang="en-ph" xml:lang="en-ph">Protect Customer Retention</span></b></p><p><b></b></p><b></b><ul style="margin-top:0in;" type="disc"> <li class="MsoNormal"><span lang="en-ph" xml:lang="en-ph">Proactively monitor account health and identify early signs of dissatisfaction or risk.</span><p></p></li> <li class="MsoNormal"><span lang="en-ph" xml:lang="en-ph">Develop and execute retention and recovery plans for at-risk accounts.</span><p></p></li> <li class="MsoNormal"><span lang="en-ph" xml:lang="en-ph">Coordinate internal stakeholders to address customer concerns and remove blockers.</span><p></p></li> <li class="MsoNormal"><span lang="en-ph" xml:lang="en-ph">Manage relationship escalations and business-critical situations.</span><p></p></li> <li class="MsoNormal"><span lang="en-ph" xml:lang="en-ph">Maintain customer confidence during periods of change, disruption, or service challenges.</span><p></p></li> </ul><p class="MsoNormal"><b><span lang="en-ph" xml:lang="en-ph">Drive Growth & Expansion</span></b></p><p><b></b></p><b></b><ul style="margin-top:0in;" type="disc"> <li class="MsoNormal"><span lang="en-ph" xml:lang="en-ph">Identify opportunities to expand Darwinbox adoption across modules, business units, employee populations, geographies, and new use cases.</span><p></p></li> <li class="MsoNormal"><span lang="en-ph" xml:lang="en-ph">Partner with Sales and Key Account Management teams to develop account growth strategies.</span><p></p></li> <li class="MsoNormal"><span lang="en-ph" xml:lang="en-ph">Build stakeholder alignment and business cases that support expansion opportunities.</span><p></p></li> <li class="MsoNormal"><span lang="en-ph" xml:lang="en-ph">Contribute to expansion pipeline generation and opportunity progression.</span><p></p></li> <li class="MsoNormal"><span lang="en-ph" xml:lang="en-ph">Support long-term account growth and revenue retention objectives.</span><p></p></li> </ul><p class="MsoNormal"><br /></p><p class="MsoNormal"><b><span lang="en-ph" xml:lang="en-ph">Build Customer Advocacy</span></b></p><p><b></b></p><b></b><ul style="margin-top:0in;" type="disc"> <li class="MsoNormal"><span lang="en-ph" xml:lang="en-ph">Develop customer champions and executive sponsors.</span><p></p></li> <li class="MsoNormal"><span lang="en-ph" xml:lang="en-ph">Increase customer participation in reference programs, testimonials, case studies, and advocacy initiatives.</span><p></p></li> <li class="MsoNormal"><span lang="en-ph" xml:lang="en-ph">Drive leadership satisfaction and customer sentiment improvements.</span><p></p></li> <li class="MsoNormal"><span lang="en-ph" xml:lang="en-ph">Capture and showcase customer success stories and business outcomes.</span><p></p></li> <li class="MsoNormal"><span lang="en-ph" xml:lang="en-ph">Help create referenceable customers who actively advocate for Darwinbox.</span><p></p></li> </ul><p class="MsoNormal"><b><span lang="en-ph" xml:lang="en-ph">Orchestrate the Customer Experience</span></b></p><p><b></b></p><b></b><ul style="margin-top:0in;" type="disc"> <li class="MsoNormal"><span lang="en-ph" xml:lang="en-ph">Serve as the central coordinator for the overall customer experience.</span><p></p></li> <li class="MsoNormal"><span lang="en-ph" xml:lang="en-ph">Align internal teams including Support, Product, Engineering, Implementation, Payroll, Finance, and Sales around customer priorities.</span><p></p></li> <li class="MsoNormal"><span lang="en-ph" xml:lang="en-ph">Ensure timely visibility and escalation of customer-impacting risks.</span><p></p></li> <li class="MsoNormal"><span lang="en-ph" xml:lang="en-ph">Drive accountability and follow-through across cross-functional teams.</span><p></p></li> <li class="MsoNormal"><span lang="en-ph" xml:lang="en-ph">Facilitate clear, proactive, and consistent communication with customers.</span><p></p></li> </ul><p class="MsoNormal"><b><span lang="en-ph" xml:lang="en-ph">Influence Product Strategy</span></b></p><p><b></b></p><b></b><ul style="margin-top:0in;" type="disc"> <li class="MsoNormal"><span lang="en-ph" xml:lang="en-ph">Gather customer feedback, enhancement requests, and market insights.</span><p></p></li> <li class="MsoNormal"><span lang="en-ph" xml:lang="en-ph">Identify recurring themes impacting adoption, satisfaction, or business outcomes.</span><p></p></li> <li class="MsoNormal"><span lang="en-ph" xml:lang="en-ph">Communicate customer priorities and business impact to Product and Engineering teams.</span><p></p></li> <li class="MsoNormal"><span lang="en-ph" xml:lang="en-ph">Advocate for improvements that increase customer value and platform adoption.</span><p></p></li> </ul><p class="MsoNormal"><b><span lang="en-ph" xml:lang="en-ph">Maintain Operational Excellence</span></b></p><p><b></b></p><b></b><ul style="margin-top:0in;" type="disc"> <li class="MsoNormal"><span lang="en-ph" xml:lang="en-ph">Keep account plans, stakeholder records, health assessments, opportunity tracking, and risk logs current.</span><p></p></li> <li class="MsoNormal"><span lang="en-ph" xml:lang="en-ph">Ensure customer data and activities are accurately maintained within Gainsight and related systems.</span><p></p></li> <li class="MsoNormal"><span lang="en-ph" xml:lang="en-ph">Track governance actions, success plans, and recovery initiatives through closure.</span><p></p></li> <li class="MsoNormal"><span lang="en-ph" xml:lang="en-ph">Contribute to process improvements, best practices, and organizational learning within the Customer Success function.</span><p></p></li> </ul><p class="MsoNormal"><span lang="en-ph" xml:lang="en-ph"> </span></p><p class="MsoNormal"><b><span lang="en-ph" xml:lang="en-ph">What Success Looks Like</span></b></p><p><b></b></p><b></b><ul style="margin-top:0in;" type="disc"> <li class="MsoNormal"><span lang="en-ph" xml:lang="en-ph">Strong customer retention and account health.</span><p></p></li> <li class="MsoNormal"><span lang="en-ph" xml:lang="en-ph">Increased product adoption and value realization.</span><p></p></li> <li class="MsoNormal"><span lang="en-ph" xml:lang="en-ph">Trusted executive relationships across assigned customers.</span><p></p></li> <li class="MsoNormal"><span lang="en-ph" xml:lang="en-ph">Expansion pipeline growth and revenue influence.</span><p></p></li> <li class="MsoNormal"><span lang="en-ph" xml:lang="en-ph">Improved customer advocacy, references, and leadership NPS.</span><p></p></li> <li class="MsoNormal"><span lang="en-ph" xml:lang="en-ph">Consistent delivery of governance, account planning, and risk management activities.</span><p></p></li> <li class="MsoNormal"><span lang="en-ph" xml:lang="en-ph">High-quality customer outcomes that strengthen long-term customer partnerships.</span><p></p></li> </ul><p class="MsoNormal"><br /></p><p class="MsoNormal"><b><span lang="en-ph" xml:lang="en-ph">What You'll Bring</span></b></p><p><b></b></p><b></b><ul style="margin-top:0in;" type="disc"> <li class="MsoNormal"><span lang="en-ph" xml:lang="en-ph">Strong customer relationship management and executive stakeholder engagement skills.</span><p></p></li> <li class="MsoNormal"><span lang="en-ph" xml:lang="en-ph">Experience managing enterprise SaaS customers and complex account portfolios.</span><p></p></li> <li class="MsoNormal"><span lang="en-ph" xml:lang="en-ph">Ability to translate product adoption and data insights into business value conversations.</span><p></p></li> <li class="MsoNormal"><span lang="en-ph" xml:lang="en-ph">Exceptional communication, presentation, and consulting skills.</span><p></p></li> <li class="MsoNormal"><span lang="en-ph" xml:lang="en-ph">Commercial awareness with the ability to identify growth opportunities.</span><p></p></li> <li class="MsoNormal"><span lang="en-ph" xml:lang="en-ph">Strong problem-solving, strategic thinking, and cross-functional leadership capabilities.</span><p></p></li> <li class="MsoNormal"><span lang="en-ph" xml:lang="en-ph">Ability to influence outcomes without direct authority.</span><p></p></li> <li class="MsoNormal"><span lang="en-ph" xml:lang="en-ph">High ownership, accountability, and customer-centric mindset.</span></li></ul><p class="MsoNormal"><b>Requirements:</b></p><p></p><p class="MsoNormal"> </p><ul style="margin-top:0in;" type="disc"> <li class="MsoNormal">MBA/PGDM (preferably in HR) or relevant work experience after graduation.<p></p></li> <li class="MsoNormal">8+ years of experience in HR transformation & change management/HCM implementation and customer management roles / HR consulting roles.<p></p></li> <li class="MsoNormal">Understanding of Technology systems. HRMS system implementation and understanding would be preferred.<p></p></li> <li class="MsoNormal">Good in MS Excel, Word and PowerPoint.<p></p></li> <li class="MsoNormal">Key behavioural traits: Agility, Analytical, Persistence and Ability to stretch.<b> </b><p></p></li> </ul>