Customer Success Manager [Philippines]

What you’ll focus on

• Lead, mentor, and develop a team of customer success professionals, fostering a high-performance, customer-centric culture.

• Set clear goals, provide regular coaching and feedback, and conduct performance reviews to ensure continuous growth and development.

• Build team capabilities around client management, data-driven insights, and operational excellence.

• Serve as an escalation point for key accounts and complex client issues.

• Oversee efficient management and resolution of support tickets, ensuring a 90% One-Touch Resolution Rate.

• Identify root causes and work cross-functionally with warehouse, fulfilment, and operations teams to prevent recurrence.

• Handle high-impact escalations that may affect service delivery, brand reputation, or financials.