Senior Customer Success Manager

About DevSavant: DevSavant is a premier, internationally recognized enterprise technology powerhouse, software enablement pioneer, and e-commerce growth accelerator operating on an absolute mission to empower global direct-to-consumer (DTC) brands to maximize customer retention, expand brand equity, and turn transactional shoppers into passionate, lifetime consumers. By engineering high-performance loyalty platforms designed for enterprise scale, secure cloud environments, and deep consumer empathy, DevSavant unbottlenecks growth pipelines for the world’s most successful merchants. Operating as a fast-growing, highly collaborative organization with a distributed global footprint, the group values high personal agency, continuous process improvement, and data-backed performance metrics. DevSavant provides high-agency customer success managers with an uncompromised remote canvas to leverage state-of-the-art relationship mapping tools, manipulate complex retention data models, and deploy robust regional client success structures safely across the Philippines and the broader APAC market.

Position Overview

We are seeking a highly analytical, commercially minded, and systems-driven Senior Customer Success Manager to join our core centralized collective in a full-time remote capacity across the Philippines, acting as the historic, ground-floor founding member of our APAC regional customer victory engine. Operating as a critical strategic anchor across the entire post-sales lifecycle, you will step up to claim true individual operational and strategic accountability for onboarding, delighting, and scaling every single merchant account across the APAC region. Shifting completely away from routine passive message routing, basic data entry typing, monotone script reading, or minor helpdesk queue triage, you will operate as a principal retention architect—partnering face-to-face with brand founders, engineering pods, and executive C-suite client leaders. This position requires an internet technology or enterprise SaaS veteran with 3+ years of customer success depth who structures client retention strategies fluidly natively using Customer Support methodologies, understands merchant integration infrastructure smoothly natively using Shopify architecture principles, and commands Net Revenue Retention (NRR) forecasting targets confidently under tight subscription renewal deadlines.

Key Responsibilities

• Founding APAC Account Lifecycle Governance: Act as the principal relationship and operational owner for all accounts across the APAC region, directing full-lifecycle customer tracking from early ingestion through to long-term expansion cleanly natively utilizing Customer Support metrics.
• Enterprise and Mid-Market Scale Onboarding: Lead the technical and operational onboarding process for all net-new regional merchants, configuring custom platform settings to ensure rapid user time-to-value.
• Data-Driven Loyalty Strategy Advisory: Consult directly with major Shopify store operators and digital marketers to advise them on customer loyalty strategies, visual repeat purchase paths, and program optimization opportunities.
• Net Revenue Retention and Churn Mitigation: Partner in lockstep with distributed Account Management cells to drive renewals, track account health indices, spot friction alerts, and deploy proactive churn-prevention frameworks.
• Technical Incident Triage and Coordination: Provide localized technical support and initial baseline troubleshooting for clients across the APAC time zone, partnering with central engineering and support pods to rectify logic defects quickly natively leveraging Shopify ecosystem rules.
• Ambitious Revenue and NRR Forecasting: Build, manage, and defend precise regional account performance maps, confidently forecasting upcoming subscription renewals, account upgrades, and feature upsell opportunities before executive steering boards.
• Cross-Functional Voice of Customer Synthesis: Gather unstructured qualitative product feedback loops from frontline enterprise merchants, converting user frustrations into scannable feature requirements for Product and Engineering blocks.
• Omni-Channel Customer Advocacy Collaboration: Team up with Brand Marketing squads to drive regional merchant advocacy, co-authoring customer case studies, securing video testimonials, and organizing virtual client community events.

Required Skills & Qualifications

• A minimum of 3 years of verified professional history running advanced enterprise Customer Success management, software account management, strategic client relationship consulting, or DTC retention engineering.
• Founding Asynchronous Sourcing Profile: Proven history working successfully for a non-APAC headquartered technology corporation, demonstrating a highly disciplined, self-directed capacity to onboard and collaborate entirely under a remote framework as a founding regional team member.
• Expert-tier capability managing large-scale client books of business, interpreting commercial return-on-investment (ROI) data maps, and leading account review loops natively utilizing Customer Support parameters.
• Practical operational familiarity auditing store settings, tracking pixel scripts, and optimizing shopping cart conversion layouts natively using Shopify commerce rules.
• Outstanding written and spoken verbal communication attributes in fluent English, reflecting a C1 language proficiency level or native equivalence to navigate alignments smoothly with business operators and C-suite corporate executives alike.
• Exceptional organizational traits, showing a natural collaborative mindset and an absolute curiosity to independently evaluate existing operational tracking charts and implement fixes.
• Location Context: Position open exclusively to qualified customer success managers based permanently and resident within the borders of the Philippines to operate under a 100% remote layout synchronized to APAC business time zones.

Preferred Strategic Indicators (Nice to Have)

• Prior commercial customer success history operating explicitly within specialized technology sectors such as subscription e-commerce tech, marketing automation SaaS, loyalty application plugins, or digital shipping infrastructure networks.
• Direct prior experience handling customer feedback loops or configuring triggers within customer success software tools (such as Gainsight, Totango, or Hubspot Service pipelines).
• An outcome-driven personal philosophy rooted in high operational curiosity, an absolute obsession with merchant revenue upscaling, and an intense passion for building customer frameworks that turn cold purchasers into fanatic brand advocates.

What We Offer

• Vetted Global E-Commerce Tech Salaried Blueprint: A competitive full-time baseline corporate compensation package calibrated precisely to evaluate your customer success authority, Shopify craftsmanship, and NRR management velocity under a stable remote framework.
• The exceptional professional canvas to claim absolute, ground-floor strategic ownership over the customer success models expanding an international platform across the entire APAC continent.
• Profound work-from-home remote parameters offering a flexible remote layout within the Philippines, complete data-tracking trust while operating autonomously, and zero physical office commuting friction out of any province.
• Immediate access to cutting-edge cloud commerce networks, deep enterprise customer success enablement tracks, and an intensely collaborative global workplace family built to fast-track your executive domain growth.