John B.
✨ Newly AddedSenior Customer Success Manager
Notable Highlight
At RC, he was one of the first three CSMs and helped build the customer success function from the ground up, including creating playbooks, processes, and improving onboarding workflows as the team scaled.
Experience Summary
Results-driven Senior Customer Success Manager with nearly a decade of experience in SaaS and eCommerce platforms. Proactively manages and grows high-value portfolios, exceeding retention and expansion targets for enterprise customers through strategic account management and proactive engagement. Skilled in leading Customer Success teams, conducting QBRs, maintaining high NPS scores, and driving customer advocacy. Experienced in scaling operations, optimizing processes, and partnering effectively with cross-functional teams. Proficient in utilizing various tools and platforms including Salesforce, HubSpot, and data analytics tools. Excels in identifying customer health risks, analyzing data, and implementing retention strategies. Strong communicator adept at explaining technical concepts to non-technical audiences and fostering long-term customer relationships. Passionate about automating workflows and enhancing customer engagement. Skilled in technical troubleshooting, integration, and product configurations, with an understanding of eCommerce ecosystems and marketing analytics. Bonus skills include marketing and ad buying knowledge. Aligning with the job description, the ideal candidate brings a Bachelor's degree in Business, Marketing, Information Systems, or a related field and over 3 years of experience in Customer Success, Account Management, or Technical Support, preferably in supporting enterprise or eCommerce customers in SAAS B2B software companies. Possesses a strong understanding of eCommerce ecosystems, platforms like Facebook Ads Manager, Google Analytics, and technical aptitude for troubleshooting integrations. Capable of coordinating stakeholders, managing complex customer relationships, and influencing product and customer success initiatives. Demonstrates excellent communication, data-driven mindset, project management skills, and proficiency in CRM tools. Adept at collaborating across teams to ensure customer success and driving improvements in customer experience.
Skills
Work Experience
Senior Customer Success Manager
Sta. · Aug 2021 – Jan 2026
- Proactively managed and grew a portfolio of 150–250+ eCommerce brand accounts, scaling managed ARR to ~M (avg. ACV ~K) through a consultative and strategic approach across the full customer lifecycle.
- Consistently exceeded the 98% NRR target from Year 2 onward, achieving 105–110% NRR quarterly through structured upsell, cross-sell, and expansion strategies tied to each client's business goals.
- Maintained a ≤2% churn rate month-on-month and quarter-on-quarter from the six-month mark, driven by proactive health scoring, early risk identification, and structured escalation management.
- Drove and sustained 90%+ feature adoption month-on-month through tailored onboarding, consultative product training, and use-case alignment to each client's KPIs.
- Sustained an NPS of 80+ quarterly, building trusted strategic advisor relationships and actively developing customers into brand advocates.
- Scaled from 150 to 250+ accounts while maintaining consistent performance across all key metrics, demonstrating strong operational efficiency at scale.
- Identified and executed upsell and expansion opportunities through QBRs, EBRs, and cross-functional collaboration with product and sales, directly contributing to NRR above target.
Senior Customer Success Manager
RC · Feb 2017 – Aug 2021
- Operated in a player-coach capacity, reporting directly to the Country Director, personally managing a portfolio of key strategic accounts while holding full accountability for team-wide performance (NRR, churn, adoption, NPS).
- Directed, coordinated, and mentored a team of Customer Success Managers, setting organizational standards for customer lifecycle management and ensuring consistent delivery of success outcomes across the full portfolio.
- Owned team-wide KPIs—including NRR, churn rate, feature adoption, and NPS—driving the same benchmarks expected of individual contributors while operating at a strategic leadership level.
- Served as the first point of escalation for complex or high-risk customer situations, enabling faster resolution cycles and protecting portfolio-wide retention.
- Developed and implemented structured account salvage frameworks adopted team-wide, recovering at-risk accounts through proactive, data-driven intervention.
- Identified satisfaction trends and collaborated cross-functionally with Product and leadership to channel customer insights into measurable product improvements and competitive positioning.
- Designed departmental playbooks, onboarding frameworks, and operational workflows that improved team consistency, scalability, and performance.
Customer Success Manager
RC · Sep 2015 – Feb 2017
- Owned overall client relationships including adoption, retention, and satisfaction, establishing trusted strategic advisor relationships that drove continued product value and customer advocacy.
- Identified and developed new use cases and strategic initiatives to retain and expand existing business relationships, consistently contributing to portfolio NRR and churn targets.
- Onboarded new clients, delivered tailored product training, and proactively assessed account health through regular check-ins and structured follow-up cadences.
- Developed and executed account salvage plans for at-risk customers, minimizing churn through early intervention and consultative re-engagement strategies.
- Recommended and proposed service upgrades, add-on features, and product plans aligned to each client's growth goals, directly contributing to expansion revenue.
- Tracked customer action items in CRM and contributed proposals for case studies, showcases, and customer references to strengthen product credibility.
Business Development Manager
ASAP · Apr 2013 – Apr 2015
- Prospected for new B2B clients through networking, cold calling, and lead-generation initiatives, converting pipeline into increased revenue across mid-market and enterprise segments.
- Developed and delivered tailored proposals addressing client needs and objectives in collaboration with technical, marketing, and senior management stakeholders.
- Grew and retained existing accounts by presenting new solutions and services aligned to evolving business goals.
- Mentored internal staff on business development best practices; maintained CRM data accuracy through weekly progress reporting and sales forecasting.
Contact Centre Team Leader
CCFP · Oct 2012 – Mar 2013
- Managed agents handling inbound and outbound orders; supervised performance, coaching, and scheduling.
Team Leader – Global Onsite Support Dispatch
ATS · Feb 2012 – Oct 2012
- Led dispatch operations for a European network support account; managed Trouble Ticket assignment.
Team Leader
TCAIA · Oct 2008 – Aug 2011
- Maintained agent performance across AHT, FCR, reliability, and transfer rate metrics.
Sales Representative
SPMS · May 2007 – Jul 2008
- Represented EMS dental products and equipment for practitioners across the Philippines.