SMB Customer Success Manager

Position Overview

• Location Type: Remote (PH)
• Job Type: Full-time
• Salary: $900,000 PHP (10% performance bonus)

Virtru is seeking a Customer Success Manager to join its SMB Customer Success team. This role is responsible for managing a large portfolio of small and mid-sized accounts, driving maximum value and impact for customers. The ideal candidate will be comfortable learning new technologies, communicating with diverse customer personas, building strong relationships, and ensuring customers maximize the value of Virtru's products. Key goals include onboarding new customers, renewing existing contracts, and enabling expansion and upsells in collaboration with Sales.

Requirements

• 4+ years of experience in a customer-facing role (support, sales, customer success, account management, etc.).
• At least 2+ years of experience supporting technical products, applications, and/or environments.
• Experience conducting training calls.
• Ability to interact with both technical and non-technical staff and customers.
• Strong technical aptitude and problem-solving skills.
• Positive, customer-oriented attitude.
• Comfortable working in a fast-paced environment, both independently and as part of a team.
• Exceptional written and verbal communication skills.
• Strong organizational and prioritization skills.

Responsibilities

• Onboard and train new customers on Virtru’s products, ensuring a positive initial experience.
• Manage the renewal process to meet retention targets.
• Conduct account reviews for existing customers and educate them on new Virtru features and products.
• Drive customer engagement and product usage across the assigned account base.
• Manage at-risk customers and potential churn scenarios.
• Generate invoices and assist the Accounting team with collections for overdue and delinquent accounts.
• Handle other outlier scenarios across the customer base.

Extra Credit

• Experience working as a CSM at a high-growth SaaS company.
• Experience with Salesforce/Outreach.
• Experience with renewals and/or negotiations.

Virtruvian Qualities for Success

• Thinking outside of the box to respectfully challenge teammates and managers in the pursuit of excellence.
• Strong sense of urgency with an action-oriented mindset.
• Ability to collaborate and adapt to shifting priorities as business needs evolve.

About Virtru

Virtru is a leading data protection provider backed by prominent venture capital firms. Virtru is committed to changing the rules for data privacy by equipping customers with granular control over their data through end-to-end encryption for platforms like Google and Microsoft. Their market-leading applications are user-friendly, fast to implement, affordable, and built on the Trusted Data Format (TDF) open standard. Virtru's motto is "Respect the people. Respect the data," emphasizing data security and protection throughout its lifecycle as a demonstration of respect for data owners. Virtru fosters an environment that sparks creativity, connection, and professional growth, empowering employees to do their best work.