Customer Experience Manager (Fully remote, Night shift)

A leading global SaaS provider is seeking a Customer Experience Manager to join their remote team, supporting clients in the Philippines during night shifts.

A leading global SaaS provider is seeking a Customer Experience Manager to join their remote team, supporting clients in the Philippines during night shifts. This role offers you the chance to make a meaningful impact by guiding the largest and most strategic customers through every stage of their journey, from onboarding to ongoing growth. You will be at the heart of delivering exceptional service, collaborating with cross-functional teams, and shaping customer experience processes. If you are detail-oriented, passionate about customer satisfaction, and thrive in an environment where your interpersonal skills and project management abilities are valued, this opportunity promises flexibility, professional development, and the chance to work alongside knowledgeable colleagues who are committed to your success.

• You will have the opportunity to manage high-profile accounts and build strong relationships with key stakeholders across multiple organisations, ensuring that each customer receives tailored support throughout their lifecycle.
• Enjoy flexible working arrangements as part of a fully remote team, allowing you to balance your professional ambitions with personal commitments while contributing to a supportive and inclusive workplace culture.
• Benefit from ongoing training opportunities and access to industry-leading tools that empower you to refine processes, optimise customer engagement strategies, and grow your expertise in SaaS and cybersecurity environments.
  
  

What You'll Do

As a Customer Experience Manager SaaS Remote Night Shift, you will play a pivotal role in ensuring that every customer interaction is positive, productive, and aligned with organisational goals. Your day-to-day responsibilities will involve managing complex projects for strategic accounts, facilitating smooth onboarding experiences, maintaining robust communication channels with both technical and non-technical stakeholders, and driving retention through proactive engagement. By leveraging your expertise in process optimisation and reporting, you will contribute directly to the continuous improvement of customer success strategies. Success in this role requires a commitment to collaboration across departments, attention to detail when tracking progress or documenting interactions, and a passion for helping customers achieve their desired outcomes. You will be empowered to shape best practices while enjoying the flexibility of remote work during night shifts.

• Take ownership of the entire customer journey for assigned accounts, providing guidance from initial sales positioning through onboarding, utilisation, and expansion phases.
• Oversee onboarding for large and strategic customers by coordinating with internal technical teams and external stakeholders to ensure seamless transitions and timely delivery.
• Act as a subject matter expert for your portfolio of accounts, building multi-threaded relationships within client organisations to foster trust and loyalty.
• Conduct regular check-ins with customers to monitor solution utilisation, proactively address concerns, and ensure ongoing satisfaction.
• Partner with sales teams to identify opportunities for account expansion and collaborate on strategies that drive growth within existing relationships.
• Work closely with cross-functional teams including Sales, Product, and Support to deliver consistent experiences that exceed customer expectations.
• Maintain accurate records of customer health scores, provide detailed account updates to executive leadership, and generate reports that inform strategic decision-making.
• Continuously refine onboarding and customer success processes by identifying areas for improvement and implementing solutions that enhance efficiency and satisfaction.
• Develop scripts, create documentation, and track key interactions using Salesforce or similar CX tools to ensure transparency and accountability across all touchpoints.
  
  

What You Bring

Your proven track record as a Customer Experience Manager SaaS Remote Night Shift will demonstrate your ability to navigate complex client relationships while balancing competing demands. You bring deep familiarity with SaaS platforms or cybersecurity solutions along with hands-on experience using CRM systems like Salesforce. Your interpersonal skills allow you to connect meaningfully with both technical experts and business leaders alike. You excel at managing projects from inception through completion—ensuring deadlines are met without sacrificing quality. Your collaborative nature means you actively seek input from colleagues across departments while sharing insights that benefit the wider team. Attention to detail is second nature; whether updating health scores or preparing executive reports, accuracy matters. Above all else, your passion for supporting customers shines through every interaction—making you an indispensable member of any remote team.

• Demonstrated experience (3-7 years) in customer success, customer experience, sales, project management or account management roles within SaaS or cybersecurity sectors.
• Proficiency with Salesforce or similar customer success tools such as Planhat; ability to leverage technology for tracking interactions and generating actionable insights.
• Proven project management skills including the capacity to coordinate technical projects involving multiple stakeholders while maintaining meticulous attention to detail.
• Exceptional verbal and written communication abilities that enable you to engage effectively with diverse audiences at all levels of an organisation.
• A proactive mindset focused on problem-solving; you consistently seek solutions that deliver high-quality results for customers.
• A customer-centric approach characterised by empathy, responsiveness, and dedication to helping clients achieve their goals.
• Collaborative attitude; you thrive when working cross-functionally in fast-paced environments where teamwork is essential for success.
• Strong organisational skills; adept at juggling multiple priorities without compromising quality or accuracy.
• Bachelor’s degree or equivalent experience in a related field provides foundational knowledge necessary for excelling in this position.
  
  

What Sets This Company Apart

This organisation stands out as a global leader in SaaS solutions dedicated to fostering an inclusive culture where every employee’s contributions are valued. The company prioritises flexible working opportunities so you can tailor your schedule around personal needs while still achieving professional milestones. Training programmes are regularly offered so you can expand your skillset alongside knowledgeable peers who support your growth at every stage. The leadership team is committed to nurturing talent through mentorship initiatives designed specifically for remote employees. With access to cutting-edge tools and resources—and a network of dependable colleagues—you’ll find yourself empowered not only to succeed but also innovate within your role. The company’s focus on collaboration ensures that ideas are shared freely across departments; togetherness is celebrated as key drivers behind both individual achievement and collective progress.

What's Next

If you’re ready to take the next step in your career by joining a supportive remote team dedicated to delivering world-class customer experiences—this is your moment!

Apply today by clicking on the link provided.



Due to the high volume of applications we are experiencing, our team will only be in touch with you if your application is shortlisted.