Customer Success Manager (SaaS Video Marketing)

Customer Success Manager (SaaS Video Marketing)

Location: Remote, Philippines
Type: Full-time
Salary: $1,600 - $1,800 USD/Month
Hours: 10 pm - 6 am (Manila time) or 8 pm - 4 am (Manila time)

ABOUT SPARKPORTAL
At SparkPortal, we provide video content strategy and production specifically for SaaS and B2B companies. Our differentiator from other video agencies is that our business model is Video-as-a-Service. Unlike other video agencies, we work closer to the customer as their internal video team. Our clients trust our advice and follow our instructions instead of just submitting order requests. 60% of the videos we make for our clients are animation and motion graphics projects (Explainers, Promos, and Sizzles). In comparison, 40% of the videos are video editing projects (Riverside Interviews & Testimonials, Podcasts, & Webinar repurposing)

THE CUSTOMER SUCCESS MANAGER ROLE
As a Customer Success hire at SparkPortal, you own the post-sale client relationship. Not creative direction (our Creative Director owns that). Not production timelines (our Project Manager owns those). The relationship. The thing that turns a new client into a long-term partnership 3-5 years long. Additionally, you'll work with the founder and the Creative Director to build customer success from the ground up.

THE THREEE OUTCOMES YOU OWN
1. Onboarding. Every new client hits their first video milestone on time, on scope, with zero confusion. You run kickoff, align on goals using SPICED, set the rhythm, and hand off cleanly to the CD and PM.

2. Adoption. Clients find our service valuable and useful because the videos we make are strategically aligned with their marketing goals. They show up to reviews, give feedback, renew briefs on time, and tell their boss SparkPortal is working. You drive the cadence and spot drop-offs before they become churn signals.

3. Renewal. Quarterly and annual retainers renew. No surprise churn. You own the health score, flag at-risk clients early, and drive renewal conversations. The founder closes. You set it up so closing is a formality. (We don’t have a strong expansion program yet, and we don’t plan to have one in the near term.)

DAY TO DAY
- Run kickoffs and document SPICED for each account
- Be the always-on point of contact for assigned clients
- Run biweekly meeting, check-ins, and quarterly business reviews
- Track account health and surface at-risk accounts to the founder
- Coordinate with the Creative Director on strategy and the Project Manager on delivery
- Spot expansion signals and hand them to the founder to close
- Build our CS playbooks as you go (we don't have these yet, you'll write them)

WHO YOU ARE
- 3-5 years in customer success, client success, or account management at a US-facing agency, SaaS, or marketing services business
- People oriented person
- Helper
- Problem solver
- You've owned client relationships, not just supported them
- Native English or similar
- Comfortable with US time zone overlap
- Calm under pressure. You don't disappear when something goes sideways
- Curious about frameworks. We're building on Winning by Design, learn it with us
- Detail-obsessed about communication
- Bonus: video, creative, or content agency experience, or working with SaaS marketing teams

YOUR FIRST 90 DAYS
- Day 30: get to know your clients by name, history, SPICED, and health
- Day 60: you own day-to-day client communication and the founder is out of routine comms
- Day 90: onboarding playbook documented v1, QBR template in place, every client has a health score and a renewal date

HOW TO APPLY
Submit your application here on onlinejobs.ph (Include your resume as a PDF and a link to your LinkedIn profile.)