V-Assist NZ
ABOUT V-UNITE V-Unite is a next-generation cloud SaaS platform that enables organisations to design and host immersive training programs, virtual events, and branded engagement experiences. Operating across corporate enterprise, healthcare, education, government, and financial services, V-Unite helps clients deliver measurable learning outcomes and engagement ROI without the cost or complexity of in-person delivery. THE ROLE The Customer Success Manager is the primary relationship owner for a portfolio of active V-Unite clients. You will manage the full CS lifecycle from onboarding through to renewal and expansion using a structured, data-led approach powered by our CRM (Go High Level) and the V-Unite platform itself. You will be obsessed with client health, proactive in identifying risk, and commercially sharp in recognising upsell opportunities. Key Responsibilities Own and manage a portfolio of active V-Unite accounts from implementation-complete through to renewal and expansion. Lead structured onboarding for new clients, ensuring platform access, training completion, and 30-day check-in milestones are met on time. Maintain a regular check-in cadence (monthly, quarterly, and annual reviews) with all clients, preparing data-driven review packs that demonstrate engagement, ROI, and usage growth. Monitor client health scores (GREEN / AMBER / RED) in Go High Level and action recovery plans within 48 hours of any account moving to AT RISK. Identify and develop expansion opportunities (upsell, cross-sell, tier upgrades) and partner with the Sales team to progress commercial conversations. Lead the renewal process, initiating conversations 90 days before contract end and securing signed agreements no later than 30 days prior. Maintain accurate, up-to-date opportunity cards in the CS pipeline in Go High Level including health scores, contract values, NPS, and next actions. Serve as the client's internal advocate liaising with Product, Implementation, and Marketing to resolve issues and relay client feedback. Manage churn risk, root-cause analysis for churned accounts, and contribute learnings to improve the CS playbook. Contribute to the development of onboarding documentation, success playbooks, and self-service resources. REQUIRED EXPERIENCE \& SKILLS 2\+ years in a Customer Success, Account Management, or Client Services role ideally within a B2B SaaS environment. Demonstrated experience managing renewal and expansion cycles for mid-market or enterprise accounts. Strong commercial acumen comfortable discussing ROI, contract value, and expansion proposals with senior stakeholders. CRM proficiency experience with Go High Level, Salesforce, HubSpot, or equivalent pipeline management tools. Data fluency ability to extract, interpret, and present engagement and platform usage analytics to clients. Confident, professional communicator able to run executive-level QBRs and manage escalations calmly. Highly organised with strong task management and the ability to manage a portfolio of 20–40 accounts simultaneously. Experience with LMS, virtual events, learning technology, or digital engagement platforms is advantageous. PREFERRED ATTRIBUTES You proactively surface risk before it becomes a problem not after. You are commercially curious always looking for the next opportunity to grow an account. You build genuine relationships and clients ask for you by name. You are comfortable in fast-growth environments and thrive on building process, not just following it. TOOLS \& SYSTEMS CRM: Go High Level (primary CS pipeline and client tracking) Meeting \& Video: Google Meet, Zoom Platform: V-Unite (you will use the product daily) Reporting: V-Unite Analytics Dashboard Compensation Base salary is commensurate with experience. The role includes a performance incentive linked to net revenue retention, renewal rate, and expansion revenue targets. Accelerators apply for portfolio performance above target. Pay: Php60,000\.00 - Php70,000\.00 per month Benefits Company Christmas gift Company events Employee discount Flexible schedule Paid training Promotion to permanent employee Work from home Work Location: Hybrid remote in Manila
V-Assist NZ
