Customer Solutions Manager BA PM

EviSmart Customer Success Manager 

📍  Philippines  •  Hybrid  •  Full-Time 

Reports to: VP of Customer Success 

What EviSmart Is Building 

EviSmart is the leading dental Autopilot system operating across 28 countries in a $40B healthcare industry — and the Manila team builds and ships it. Not an MVP. Not a pilot. Live, in production, with thousands of dental labs and dentists depending on the platform every day to run their business. 

We have multiple in-house AI teams building the next generation of dental design automation — and Manila is where it gets operationalized. We are one of the few genuinely AI-first companies in the Philippines. The models are being built here. The product is scaling here. The opportunity is here. 

HOW YOU WILL MAKE AN IMPACT 

• Serve as account owner and provide mature, thoughtful and reasonable contribution to both the customer as well as internal stakeholders to ensure the on-going success of your book of business 

• Identify and mitigate churn risk across customer portfolio to ensure company gross retention rates are achieved 

• Maintain and grow monthly recurring revenue for our most valued customers by employing proven strategies which drive product adoption and expansion 

• Quarterback internal and external initiatives through cross-functional partnerships with sales, onboarding, support, product management, finance, operations and other teams which directly impact overall customer success and drive customer growth 

• Develop strong customer relationships 

• Analyze lifecycle metrics and provide leadership and/or execution of onboarding, enablement, adoption and retention plays thru both internal and external resources 

• Effectively employ multi-channel communication strategies that leverage our most effective customer touchpoints including video, e-mail, phone, partners and internal & external champions 

• Ensure customer reference-ability and overall satisfaction level 
   

Why EviSmart 

• Leading dental Autopilot system in a $40B global healthcare industry — operating across 28 countries, live in production 

• Multiple in-house AI teams building proprietary models — not just consuming APIs. Claude, Cursor, Luvable, and LLM-powered workflows are part of the daily stack 

• Manila is not a back office. It is the delivery engine — operations, AI, product, and engineering all run from here. Your work ships globally 

• We promote based on output, not tenure. The people who move fastest here are the ones who own their work completely 

• 300+ people and growing — the career path is real because the company is growing into it 

What You’ll Own 

• Expansion revenue — own the upsell and cross-sell pipeline for your book of business. Run consultative discovery, pitch module adoption, grow CAD design volume, and convert satisfied accounts into referral partners. This is your primary commercial target, not a secondary responsibility 

• Client onboarding end to end — from contract signature to platform self-sufficiency. Build and refine the onboarding playbook, templates, and training materials that reduce time-to-value and don’t require hand-holding twice 

• Renewals and retention — own the renewal conversation, pricing discussion, and contract negotiation for every account in your portfolio. Monitor health metrics and intervene before churn becomes visible to leadership 

• Account relationships — serve as the strategic point of contact for lab owners, practice managers, and clinical staff. Run regular business reviews that surface ROI, friction points, and growth opportunities — not just status updates 

• Knowledge documentation — everything you learn, you document. Every onboarding you run gets recorded and written up. Every customer question that stumps you goes into the Q&A library. Every process you figure out becomes an SOP. The test: if you were gone on Day 91, could the next CSM open your files and take over your book without losing a customer? That is the standard 

• Voice of the customer — translate what you hear from clients into product and operations intelligence. If the same friction point shows up three times across accounts, you surface it with context and a recommended fix — not just a flag 

• Risk signal — you are the first to know when an account is at risk of churn, a renewal is trending toward a difficult conversation, or a module adoption has stalled. You act before it reaches a report 

What Success Looks Like 

Three phases: Learn (Day 30) → Earn (Day 60) → Grow (Day 90). The bar rises across all six outcomes. 

Outcome 

Day 30 — Learn 

Day 60 — Earn 

Day 90 — Grow 

Product & Industry Mastery 

Full product walkthrough recorded. Personal learning log started. Dental vocabulary sheet built (case types, CAD/CAM, workflow basics). 

Can run a product demo solo. Industry notes cover top 3 customer archetypes and their workflows. 

Can answer any customer product question without escalation. Notes contributed to team wiki. 

Onboarding & Documentation 

Shadowed 3+ onboardings. Documented existing process — gaps, rough edges, tribal knowledge captured. 

Owned 3+ onboardings end-to-end. Each recorded, transcribed, written up as a case study. Onboarding playbook v1 published. 

Onboarding playbook v2 refined with evidence. TTFV measurably improved. At least one process change adopted team-wide. 

Expansion Pipeline 

10+ named opportunities mapped with module fit and dollar value. Discovery scripts drafted. 

First expansion deal closed. 3 discovery conversations logged with transcripts. 

Quota pace on track. Expansion playbook documented with real examples of what worked and what didn’t. 

Retention & Health 

All accounts scored. Top 5 churn risks named with intervention plans. 

Every at-risk account has an active recovery plan and named owner. First renewal conversation led. 

Zero unattended churn risks. Renewals on time with pricing discussions led. Recovery plays documented. 

Relationship Depth 

Introduction calls completed with every Tier 1 account. Notes and recordings saved. 

2+ stakeholders mapped on every strategic account. First QBRs run and recorded. 

Trusted-advisor status earned — customers call you before they call Sales. QBR template refined with examples. 

Voice of Customer & Q&A 

Feedback themes logged from first 10 customer conversations. Q&A library seeded with first 25 questions. 

First structured insights delivered to Product with business impact framing. Q&A library at 75+ entries. 

Feedback loop active — at least one insight confirmed on roadmap. Q&A library at 150+ entries and used by peers. 

Proof statement at Day 90: “I own my book. I’ve closed expansion revenue without being walked through it. My renewals are on time. My at-risk accounts have plans. My customers know me by name. And anyone on the team can open my documentation and understand exactly how I did it.” 

What You’ll Get 

• A seat at the AI table — work directly alongside in-house AI model teams using Claude, Cursor, Luvable, and LLM-powered workflows. You’ll work with these tools daily, not read about them in a newsletter 

• Global reach, Manila-built — EviSmart operates across 28 countries. Your accounts are dental businesses across North America, Europe, and beyond — managed from your desk in Manila 

• Revenue ownership — your expansion pipeline, your renewals, your name on the retention and growth numbers. This is not a support function with a CS title 

• A concrete career path — Customer Success Manager → Senior CSM → Head of Customer Success. As the portfolio scales, the scope scales with it 

• Above-market compensation for CS professionals who have personally owned expansion revenue and renewal targets. Range disclosed at first screen 

• HMO coverage, 13th month pay, and all government-mandated benefits 

How We Work 

We share work before it’s ready. We debate decisions loudly and execute them quietly. We default to fixing problems instead of escalating them. Manila is the delivery engine for a global platform — the standard is high and the pace is real. 

A churn risk that surfaces for the first time in a monthly review is a signal problem. An upsell opportunity that gets missed because no one asked the question is a revenue problem. A renewal that surprises leadership is an accountability problem. We fix things before they escalate, and we expect everyone here to do the same. 

If you’ve spent time waiting for permission to solve something obvious — you’ll notice the difference on your first week. 

“Why EviSmart and not a bigger company? Because at a bigger company, your work goes into a queue. Your output is handled by a template. Here, what you build ships to 28 countries. That’s the kind of ownership most roles never give you — and we think the best people want it.” 

— EviSmart Talent Team 

A Note on What We’re Not 

The most common question strong candidates have about this role: “Is this actually commercial, or is it a support role with a CS title?” 

It is a fair question. The answer is that expansion revenue is the primary metric — not CSAT, not ticket resolution time. You will run a pipeline in HubSpot, pitch upsells, negotiate renewals, and forecast. If that sounds like account management, it is. The difference is that you also own onboarding, health scoring, and the relationship — so you have the context to sell consultatively, not transactionally. 

This is not a cost-center role and Manila is not a support function. Our Manila team leads engineering and operations — the product ships from here. If you’ve seen “Philippines office” mean something smaller at other companies, that is not what this is. 

On AI: EviSmart’s AI is not a marketing claim. We have in-house model research and development teams, and the tools we use daily — Claude, Cursor, Luvable, LLM-powered workflows — are part of the actual stack, not a slide in a deck. The next 12 months will see the A-CAD automation layer go live at scale — and the CSM who joins now will be the one translating that capability into expansion conversations with real customers. 

What We Need 

• 3–5+ years in Customer Success, Account Management, or Client Services in a B2B SaaS or health-tech environment — where you personally owned expansion revenue or upsell targets, not just retention metrics 

• A proven commercial instinct — comfortable running renewal negotiations, pitching ROI cases, and owning a revenue number alongside your retention goals. This is not a role for someone who waits to be asked to sell 

• Demonstrated fast learning in complex, technical product environments — you can absorb an unfamiliar product suite and translate it into client value within weeks, not months 

• The discipline to document as you go — screen recordings of onboardings, written SOPs for every repeatable process, a Q&A library that grows every week. If your instinct is to keep knowledge in your head rather than in a shared system, this role will be a mismatch 
• The judgment to identify what a client needs before they can articulate it — and the communication skills to lead the conversation that gets them there. Clear, fast, and written: we are distributed and async is a core skill 
• Experience building or refining CS operational infrastructure — onboarding playbooks, health scoring models, QBR templates, escalation workflows. You have built this before, not inherited a finished version 
• Proficiency with HubSpot (preferred) or equivalent CRM; familiarity with Gong, Fireflies, or equivalent call recording tools is a strong advantage.