Manager of Customer Success

Coach, mentor and grow our new team in the Philippines, managing the day-to-day operations of a team of 8-12 Customer Success Managers (CSMs), including data analysis, goal setting, career development, performance management, and process improvement. Manage the day to day operations of the Philippines Customer Success team, with a focus on customer engagement, expansion, churn and contraction. Partner with various leadership teams to build out new strategies and processes. Lead key initiatives for Customer Success, guiding the strategic direction to refine, optimize, and scale the business. Source and implement a one-to-many automated client success tool and develop associated processes. Contribute to the definition, development and improvement of both regional and global operational processes. Construct a fun, high-energy environment where your team love coming to work and feel as if they’re being developed towards their fullest potential. Prioritise the customer experience, lead by example, and monitor adherence to customer success policies and procedures across your reports. Strategically grow and expand client relationships at all levels within the organization, taking ownership of Gross Revenue Retention (GRR), Net Revenue Retention (NRR) Targets, and Utilisation Targets. Carry a small book of business, managing a handful of customers yourself.