ralph nikko Daguman

Customer Success Manager

Actively looking · Member since 14 Sep 2026

Message

Location: North Caloocan, Metro Manila, Philippines

Desired salary: Unspecified

Work preference: Remote Only

Experience level: Mid

About

Professional summary

I am a results-driven Customer Success Manager and Key Accounts Executive with experience supporting SaaS visualization and B2B e-commerce procurement platforms. I specialize in helping customers realize product value from onboarding through retention, renewal, and expansion.

I build customer success operations from the ground up, including onboarding frameworks, re-engagement workflows, customer communication triggers, playbooks, and training materials. I enjoy transforming unstructured feedback and operational challenges into scalable processes.

I use customer usage data, health metrics, ROI analysis, and Voice of Customer insights to develop tailored success plans. My work has helped clients achieve an average of 14% annual cost savings while identifying opportunities for portfolio growth.

I work closely with Product, Sales, Marketing, Support, and operations teams to translate customer needs into product improvements and revenue-generating initiatives. I have experience managing regional accounts across North America and Australia and supporting property management customers.

I am experienced with CRM, analytics, workflow automation, knowledge management, and AI-assisted customer support. I focus on improving adoption, reducing time-to-value, mitigating churn risk, and creating strong long-term customer relationships.

Tech stack & tools

Working toolkit

Experience

Career history

Customer Success Specialist, North America Purchasing Platform

2025 – Present

Built automated HubSpot email sequences and operational workflows to streamline onboarding, re-engage dormant accounts, and support category expansion. Curated internal and external knowledge bases, piloted a HubSpot AI Data Agent, and developed customer success playbooks and team training materials.

Analyzed usage patterns through Looker Studio and Snowflake to identify portfolio expansion opportunities and deliver an average of 14% annual client cost savings. Led initiatives including a collaborative purchasing workflow, a multi-persona dashboard, time-savings value metrics, and Voice of Customer feedback processes to improve product strategy, adoption, and renewals.

Customer Success Manager | Regional Account Manager, North America & Australia Actum Lab Capital Group (Floori)

2023 – 2025

Managed onboarding and implementation for global SaaS visualization accounts across North America and Australia, configuring platforms to reduce customer time-to-value. Monitored usage metrics and account health scores to create customized success plans and mitigate churn risk for high-value customer tiers.

Partnered with Sales to identify renewal, cross-sell, and portfolio expansion opportunities. Worked with Product, Sales, and Support teams to translate customer technical requirements and feedback into feature enhancements and improved customer outcomes.