About the role
Company Description Sutherland is an AI-driven business transformation partner that helps enterprises, including several Fortune 500 companies, design, run, and automate their operations at scale. By integrating artificial intelligence, automation, cloud computing, product engineering, and advanced analytics, Sutherland enables clients to improve efficiency and strengthen customer experiences. The company builds production-grade AI solutions grounded in real enterprise environments and deep operational expertise. Sutherland’s closed-loop approach combines running complex, mission-critical processes with engineering AI-led solutions inside them, delivering governed, measurable outcomes that grow over time. This unique model positions Sutherland as a leader in driving sustainable business results for global organizations.
Role Description This is a full-time Customer Success Manager / Renewals role focused on cybersecurity accounts, offering a 50K salary package plus a 100K retention bonus. The position is hybrid, based in Taguig, with flexibility for some work-from-home arrangements. Day-to-day responsibilities include managing post-sales relationships with cybersecurity customers, ensuring satisfaction and successful product adoption, and serving as a primary point of contact for account health and renewals. The role involves monitoring usage and performance metrics, proactively identifying risks and opportunities, and developing retention strategies to protect and grow recurring revenue. The Customer Success Manager will collaborate with internal teams such as sales, technical support, and product to resolve issues, communicate feedback, and deliver value-driven account plans. The role also includes preparing renewal forecasts, leading renewal discussions, facilitating contract negotiations, and maintaining accurate records in CRM and related systems.
Qualifications
- Strong customer-facing skills, including Customer Service and Customer Satisfaction, with a track record of managing client relationships in a B2B or technology environment.
- Experience in Customer Retention and Relationship Building, with the ability to develop account plans, manage renewals, and maintain long-term partnerships.
- Solid Analytical Skills to interpret account data, identify trends, assess risks, and propose data-driven strategies that improve customer outcomes and retention.
- Background or strong interest in cybersecurity or technology services, with the ability to understand product value propositions and communicate them clearly to clients.
- Excellent verbal and written communication skills, including presentation and negotiation abilities suitable for renewal and upsell discussions.
- Ability to work effectively in a hybrid setup in Taguig, manage time independently, and collaborate with cross-functional teams across different locations.
- Bachelor’s degree in Business, Information Technology, Communications, or a related field, or equivalent professional experience.
- Experience using CRM tools and customer success platforms; familiarity with data reporting and dashboard tools is an advantage.
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