Customer Success Manager

EXUS is an enterprise software company, founded in 1989 with the vision to simplify risk management software. EXUS launched its Financial Suite (EFS) in 2003 to support financial entities worldwide in improving their results. Today, the EXUS Financial Suite (EFS) is trusted by risk professionals in over 52 countries worldwide, including MENA, EU, and SEA. Two of our clients in SEA are major banks in the Philippines.

Our people are the source of inspiration driving us forward, helping us fulfill our purpose of being role models for a better world.

This is your chance to join a highly motivated, diverse, and multidisciplinary team that embraces breakthrough thinking and technology to create software that serves people. We offer a creative, fun, and inspiring working environment that fosters team spirit and promotes the greater good. We are positive, eager to learn, and committed to our vision.

Our shared Values:

• We are transparent and direct
• We are positive and fun, never cynical or sarcastic
• We are eager to learn and explore
• We put the greater good first
• We are frugal, and we do not waste resources
• We are fanatically disciplined, and we deliver on our promises

We are looking for a Customer Success Manager to own post-go-live success and the long-term health of an assigned portfolio of customers using EXUS debt collections and recovery platforms. You will turn product usage and customer outcomes into practical success plans, help customers realize value, and make emerging risks visible early.

You will work closely with Delivery, Support, Product, Engineering, and Business Analysts departments. The Customer Success Manager owns commercial proposals, negotiations, and renewals, providing customer insight, health evidence, and expansion opportunities to support these decisions.

Responsibilities:

• Lead the transition from the project team after go-live.
• Drive platform adoption and customer value.
• Monitor customer health and flag retention risks early.
• Lead quarterly business reviews on outcomes and priorities.
• Coordinate customer communication and follow-up on critical issues with Support.
• Identify customer advocates and refer expansion opportunities to the Customer Success Manager.
• Represent the voice of the customer internally and follow up on agreed actions.

Requirements

• A Bachelor’s degree in Business Administration, Sales, IT, or a related field.
• At least 3 years of relevant experience in Enterprise SaaS Customer Success, Program Management, or Sales, with banking experience required. Experience within the fintech sector is a strong plus.
• Experience managing ongoing customer relationships, including post-deployment engagement, adoption, business reviews, and customer needs.
• Demonstrated experience working with multiple business and technical stakeholders throughout complex enterprise deployments lasting six months or more, including transition and handover to ongoing operations.
• Ability to interpret usage data, dashboards, and customer outcome metrics, identify limitations in the available data, and translate findings into specific actions related to adoption, customer outcomes, or risk mitigation.
• Proven ability to collaborate with Delivery, Support, and Product teams to establish ownership, track actions to completion, and maintain constructive customer relationships.
• Working proficiency with CRM or Customer Success platforms, BI dashboards, and project management or support portals.
• Strong written and spoken English, with the confidence to communicate effectively with senior customer stakeholders, facilitate business reviews, and coordinate complex or sensitive escalations.
• Willingness to travel for key go-lives, customer meetings, and business reviews, approximately 30% annually, as required.

Preferred Requirements

• Domain knowledge: Experience in collections, lending, banking operations, or financial software.
• Process improvement: Lean or Six Sigma training/certification, or demonstrated experience facilitating measurable process improvement initiatives or workshops.
• Technology exposure: Experience working with AI- or machine learning-enabled financial software.
• Additional languages: Proficiency in Thai, Spanish, or French, in addition to English.

Benefits

At EXUS, we help our people achieve excellent results by creating a work environment that encourages individual and team success.

• Fully remote work setup
• Competitive salary
• Inclusive work environment & Well-being Program
• A clear induction program & a mentoring buddy to help you
• Private health insurance allowance
• Unlimited time off