Customer Success Manager-Enterprise

Remote, USA Full-time Posted 2025-07-27

Who are we?

MyPass Global is a multi-award-winning workforce compliance software company. Our cutting-edge technology helps companies in high-stakes industries reduce risk, save up to 70% on back-office costs, and create safer work environments through our digital workforce solutions. As we rapidly expand with offices worldwide, we are seeking the next generation of innovative MyPassers to join us in shaping the future of our industry.

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Position Purpose Statement

As an Enterprise Customer Success Manager, you will be a strategic partner to a portfolio of key enterprise clients, driving significant business outcomes through the MyPass platform. You will be responsible for cultivating deep relationships with senior stakeholders, understanding their strategic objectives, and aligning our solutions to achieve their business goals. This involves delivering proactive, data-driven insights, fostering industry best practices, and ensuring exceptional customer value realisation, retention, and expansion.

Your Day to Day:

Strategic Customer Success & Retention:

Serve as a trusted advisor and strategic partner to key enterprise customers, driving alignment between their business objectives and MyPass solutions.

Support the creation and ongoing execution of customer success plans for each assigned customer, focusing on achieving their desired business outcomes and maximising ROI.

Proactively engage with customers and key stakeholders through regular business reviews and ongoing communication to understand their evolving needs and priorities.

Provide thought leadership and industry insights to customers, helping them optimise their workforce management and credentialing strategies.

Identify and mitigate potential risks to customer retention and proactively develop solutions to address them.

Drive renewal processes for assigned accounts, ensuring timely renewals and minimising churn.

Analyse customer data and platform usage to identify trends, opportunities, and areas for improvement, and translate these insights into actionable recommendations for the customer.

Foster a strong sense of customer advocacy by soliciting feedback, capturing success stories, and developing case studies.

Adoption & Value Realisation:

Ensure seamless onboarding and adoption of the MyPass platform by new enterprise customers, working closely with the implementation team.

Provide guidance and best practices to customers to drive optimal platform utilisation, compliance, and value realisation.

Conduct high-level training and workshops for customer teams, focusing on advanced platform features and strategic use cases.

Monitor customer engagement and platform usage data to identify opportunities to drive further value and proactively address any adoption challenges.

Develop and deliver tailored success strategies based on customer segmentation, industry benchmarks, and best practices.

Renewals & Expansion:

Own the renewal process for assigned enterprise accounts, proactively engaging with customers to secure timely renewals and maximise retention rates.

Identify and pursue expansion opportunities within existing customer accounts, including upsells, cross-sells, and new use cases.

Collaborate closely with Sales and Marketing to align on account strategies, identify expansion opportunities, and generate high-quality leads.

Develop and present compelling business cases to customers to support expansion proposals.

Customer Advocacy & Community Building:

Cultivate strong relationships with customer advocates and leverage them for referrals, testimonials, case studies, and participation in industry events.

Facilitate connections between customers to foster a sense of community and knowledge sharing.

Act as the voice of the customer within MyPass, providing valuable feedback to product, engineering, and other internal teams to drive product improvements and innovation.

Our Ideal MyPasser:

Proven experience in an enterprise customer success, strategic account management, or consulting role, ideally within a SaaS or technology-driven environment.

Demonstrated ability to manage a portfolio of enterprise clients, build strong relationships with senior stakeholders, and influence decision-making.

Deep understanding of customer success best practices, methodologies, and tools.

Strong business acumen and the ability to understand complex business challenges and align technology solutions to achieve strategic objectives.

Exceptional analytical and problem-solving skills, with the ability to analyse customer data, identify trends, and develop data-driven insights and recommendations.

Excellent communication, presentation, and interpersonal skills, with the ability to articulate complex concepts clearly and concisely to both technical and non-technical audiences.

Proven ability to conduct strategic business reviews, executive briefings, and other high-level customer meetings.

Strong industry knowledge and the ability to speak credibly about industry trends, challenges, and best practices (specific industry experience relevant to MyPass is a plus).

Proficiency in CRM tools (e.g., Salesforce, HubSpot), customer success platforms, and data analysis tools (e.g., Excel, Google Sheets).

A proactive, customer-centric mindset with a passion for driving customer success and delivering exceptional value.

Ability to work cross-functionally with sales, marketing, product, and engineering teams to achieve customer and business objectives.

Strong curiosity and eagerness to stay updated with customer success best practices, emerging technologies, and industry trends.

Information Security Accountabilities

Understand own contribution to the effectiveness of the Information Security Management System (ISMS)

Understand own responsibilities within the ISMS (e.g. Acceptable of Use Assets Policy, Information Security Policy)

Understand the consequences of non-compliance with the requirements of the ISMS

Understand information security guidelines related to own job role

Measures of Success

Retention & Renewals

Renewal Rate: 100% Percentage of customers renewing their contracts.

Net Revenue Retention (NRR)

Customer Engagement & Adoption

Platform Usage Metrics: % of active users and log-in frequency.

Customer Health Score: A scoring system (low/medium/high) based on engagement, product usage, and support tickets.

Strategic Impact & Value Delivery

Achievement of Customer Business Outcomes: Measurement of how well the customer has achieved their stated objectives.

Value Delivered Metrics: Quantifiable measures of the value delivered to the customer (e.g., cost savings, efficiency gains, risk reduction).

Customer Satisfaction & Advocacy

Participation in Net Promoter Score (NPS) for allocated customers.

Customer Testimonials & Case Studies: Number of customer success stories secured.

Expansion & Growth Contribution

Leads generated from existing customers.

Customer Advocacy Metrics: Number of referrals, community engagement, and participation in case studies or events.

Operational Efficiency & Process Improvement

Time to Value (TTV): How quickly new customers realize value from the platform.

CRM Data Accuracy & Utilisation: Quality and completeness of customer data in HubSpot.

Development Objectives

0-3 Months

Engage proactively with customers via calls, emails, and screen-sharing sessions to drive feature adoption and ensure Time to Value (TTV) is minimised.

Develop strong relationships with the Activation, Strategic Accounts, and Support/Operations teams to ensure smooth onboarding and issue resolution.

Deepen product expertise to provide proactive guidance, training, and insights, helping customers maximise platform value.

Track early engagement indicators (e.g., Product Adoption Rate, GPI, Customer Health Score) to flag at-risk accounts,

3-6 Months

Conduct high-impact training and product demos that drive increased feature usage and platform adoption metrics.

Identify growth opportunities by tracking upsell and cross-sell potential through customer engagement and usage data.

Foster strong, lasting relationships through regular check-ins.

Encourage customer advocacy, leveraging NPS promoters to generate referrals, testimonials, and case studies.

Analyse NPS and customer feedback, implementing insights to improve customer experience and reduce churn risk.

6 – 12 Months

Cultivate product advocates and leverage them for referrals, case studies, and testimonials to enhance the company’s reputation and growth.

Own contract management for non-strategic accounts, ensuring smooth renewals and long-term customer retention.

Additional Information

Life at MyPass:

* Accessible and friendly office in Cebu IT Park

* Celebrate You - Anniversary gifts as early as your first work anniversary!

* Be Healthy - Wellbeing policy with a strong focus on whatever makes you feel good from the inside out, and a company-sponsored Healthcare Insurance worth PHP 110,000.00.

* Work-Life Balance - Enjoy the right to disconnect with our 16 Paid Time Offs and 8 Compensatory Time Offs!

* Fuel Your Growth Journey - Unlocking your potential with a blend of in-person and online learning and development opportunities

* Get Rewarded and Recognized - Your impact to the business is seen and recognized through our Monthly Value Awards

* Be Comfortable - Casual Friday every day!

* We Love to Have Fun - Team outings, weekly lunches, team events, the list goes on…

* Generous Employee Referral Program - Rewards for referring top talent

Feel valuable

We’re big on culture. So much so that the team we've carefully curated are not only high-performers, they're also excellent humans. We foster an environment that is open, respectful and collaborative, where the status quo is challenged and both success and failure are celebrated.

MyPass champions diversity at all levels of the company, and we live by our core values that set us apart. We cultivate an inclusive culture and do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are dedicated to creating a workplace where everyone feels valued, respected, and empowered to bring their authentic selves to work. Our mantra is to make things happen, every single day.

Our company values:

Bring out the best- We connect and empower people to build a safer future. We strive to create a positive and enduring impact, no matter how small.

Challenge the norm- We pursue innovation by practising curiosity and always asking ‘why’. We challenge assumptions by seeking opportunities for growth and improvement.

Treat people well- We treat our customers, employees and partners as equals. We foster meaningful relationships through trust, compassion and respect.

Walk the walk- We are accountable for our goals, actions and collective vision. We work with integrity and are true to our word.

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Customer Success Manager-Enterprise

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