Customer Success Manager – Enterprise Accounts

At Toku, we create bespoke cloud communications and customer engagement solutions to reimagine customer experiences for enterprises. We provide an end-to-end approach to help businesses overcome the complexity of digital transformation and deliver mission-critical CX through cloud communication solutions. Toku combines local strategic consulting expertise, bespoke technology, regional infrastructure, and global reach to support enterprises across APAC and beyond.We are looking for a Customer Success Manager to manage post-sales customer relationships across a portfolio of enterprise accounts while helping strengthen Customer Success practices over time. This role combines hands-on relationship management with structured coordination, customer engagement, and contribution to improving onboarding and customer success processes as the function evolves.RequirementsWhat you will be doingCustomer relationship ownership: Manage a portfolio of enterprise accounts post-sale, acting as the primary day-to-day point of contact, building strong relationships, maintaining engagement, and ensuring customers feel supported throughout their lifecyclePost-sales onboarding and engagement: Lead onboarding and early-stage engagement, ensuring smooth transition from Sales into delivery, aligning expectations, and setting a strong foundation for long-term successAccount continuity and renewal readiness: Own the customer relationship throughout the lifecycle, proactively managing engagement, identifying risks, and maintaining strong account health to support successful renewals. Work closely with Sales to ensure continuity and context, while Sales retains ownership of pricing, negotiation, and deal closureCustomer success planning and reviews: Contribute to customer success planning by helping define customer goals, expected outcomes, and success measures, and support regular customer reviews (monthly/quarterly) by providing account context, risks, and next stepsAccount health and risk management: Monitor account health qualitatively, identify early signs of risk, and ensure appropriate follow-up actions are taken to maintain engagement and retentionCross-functional coordination: Work closely with Service Level Management (SLM), Support, Product, and Engineering to ensure customer needs, feedback, and actions are followed through, while staying informed on service performance and delivery progressIssue awareness and expectation management: Remain close to customer issues and communication during incidents, ensuring alignment and continuity while SLM leads issue resolution and client coordinationAccount organisation and follow-through: Track customer activity, actions, risks, and next steps across multiple accounts, ensuring strong organisation and that nothing falls through the cracksCustomer insight and continuous improvement: Identify recurring customer challenges and contribute to improving onboarding, engagement, and customer experience practices over timeCustomer Success development: Support the gradual build-out of Customer Success processes, success planning approaches, and engagement models by capturing insights, contributing ideas, and helping implement practical improvementsEvolving scope: Balance relationship management with increasing contribution to operational structure and Customer Success maturity as the function developsWe’d love to hear from you if you haveAround 4+ years’ experience in Customer Success, Account Management, or a similar post-sales client-facing roleExperience managing B2B or enterprise customers, ideally in SaaS, telecom, technology services, or similar environmentsStrong communication and stakeholder management skills, with the ability to build trust and act as a confident point of contact for customersPractical experience across the customer lifecycle, including onboarding, engagement, retention, and supporting renewal cyclesExposure to customer success planning, account reviews (QBRs or similar), and account health/risk management, even if in a developing or informal setupStrong organisation and coordination skills, with the ability to manage multiple accounts and follow through on actions effectivelyExperience working cross-functionally with Sales, delivery/service teams, and technical teams to ensure customer needs are metStrong problem-solving and critical thinking ability, with the confidence to identify issues and take initiativeComfort working in evolving environments without fully defined processes, and the ability to bring structure where neededInterest or experience in improving processes, onboarding approaches, or customer engagement models over timeWorking knowledge of CRM tools such as HubSpot or similar for managing customer activity and account visibilityA balanced profile — able to combine strong relationship management with operational discipline, and flex between both depending on business needsThis role can be based in Manilla – The Philippines (remote), Kuala Lumpur – Malays