Program Manager, Customer Success Expansion

1 day ago


Philippines Remitly, Inc. Full time

Overview

As a Program Manager for Customer Success Expansion, you will own the customer and business outcomes tied to new send-country launches. You will ensure Customer Success (CS) is operationally ready for each launch—including staffing, capacity, routing, compliance readiness, SOPs, training, and change management. You will partner with cross-functional teams (CS Ops, WFM, Compliance, Legal, L&D, CST, Expansion) to deliver seamless launches that minimize operational risk and improve the customer experience. You will build repeatable frameworks that make future launches faster, more efficient, and lower-risk. Beyond country launches, you may assume ownership of other programs within the CS Risk portfolio and contribute to the expansion of new product support. You will be a key enabler of Remitly's growth strategy, ensuring that CS is positioned to deliver culturally aligned, compliant, and high-quality service to customers in new markets.

You will report to the Senior Manager, Customer Success Risk Program.

Responsibilities
  • Lead end-to-end program delivery for new send-country launches, ensuring on-time readiness across staffing, routing, compliance, SOPs, and training.
  • Create and manage program charters, plans, and metrics, setting clear milestones, risks, and owners.
  • Collaborate across teams (Expansion, Compliance, Legal, Ops, WFM, CST, L&D) to align requirements, timelines, and decision-making.
  • Maintain SOPs and training content to ensure associates are equipped to deliver excellent customer support.
  • Anticipate risks and dependencies; define mitigation plans and hold owners accountable for execution.
  • Monitor post-launch corridor health metrics (CSAT, SLA adherence, KYC sideline rates, fraud loss, QA scores) to stabilize performance and drive improvements.
  • Continuously improve processes by applying lessons learned to future launches, standardizing playbooks and workflows.
  • Support the operational readiness of new product expansion within Customer Success.
  • Support other CS Risk programs when needed, contributing to operational efficiency, quality, and customer experience.
Qualifications
  • 2–4 years of experience in Program Management or Operations, ideally in a global, customer-facing, or regulated environment.
  • Demonstrated ability to lead programs end-to-end, managing cross-functional stakeholders and delivering results on time.
  • Strong organization and planning skills, including risk/issue management and sequencing competing priorities.
  • Experience with process documentation, SOPs, or training program development.
  • Analytical skills: ability to interpret metrics, identify trends, and translate insights into action.
  • Clear and concise communication skills; comfortable presenting program status, risks, and decisions to diverse stakeholders.
  • A customer-first mindset, with focus on minimizing risk and optimizing experience.
  • Cultural sensitivity and experience working with globally distributed teams.

Remitly is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

#J-18808-Ljbffr

  • , Oriental Mindoro, Philippines Buscojobs Full time

    Job Description Permanent A customer success manager is responsible for developing customer relationships that promote retention and loyalty. Building and maintaining strong relationships with the customers and its employees implementing and supporting customer solutions. ESSENTIAL DUTIES AND RESPONSIBILITIES Build Strong Customer Relationships: Cultivate...


  • , , Philippines Booth & Partners Full time

    Overview Customer Success Manager (Infrastructure) focused on delivering a great customer experience throughout the lifecycle. You will guide customers along their adoption journey by understanding their business, strategy, and key initiatives to help achieve their objectives and outcomes. Responsibilities: Provide insights that help customers make...

  • Senior Manager

    2 weeks ago


    , , Philippines UNIT4 Full time

    Company Description We are in Business for People, empowering people in service organizations with innovative Enterprise and Business software solutions. We’ve innovated and taken a new approach to delivering ERP that works for people. Self-driving, adaptive and intuitive software that is changing the way people work. Our solutions empower people and...


  • , Metro Manila, Philippines Buscojobs Full time

    Senior Customer Success Manager – Manila Posted 1 day ago Job Viewed Tap Again To Close Job Description Customer Success Manager - AEM About the Role: Renewal ownership: lead renewal strategy and negotiations; ensure price yield targets are met; proactively mitigate churn and at-risk accounts. Customer lifecycle management: define success plans with...

  • Success Manager

    6 days ago


    Remote, Philippines Thumbtack Full time ₱900,000 - ₱1,200,000 per year

    About the Role As a Pro Success Manager, you bring our Thumbtack mission to life This leadership role is a part of our outbound sales and success efforts, where you would work specifically with a team to drive pro satisfaction and usage while minimizing churn on our platform. By coaching your team in handling pro concerns, through our users' different...


  • , , Philippines Azeus Systems Limited Full time

    As an Azeus Convene Customer Success Specialist, you will be the dedicated Account Manager for assigned customers, overseeing their journey and serving as the initial point of escalation. You will work closely with our Sales, Marketing, and Support teams to drive customer engagement, retention, and expansion. You will ensure customers are fully utilizing...


  • , Cagayan, Philippines Buscojobs Full time

    Customer Success Manager Location: Antipolo, Philippines Job Description Permanent A customer success manager is responsible for developing customer relationships that promote retention and loyalty. Building and maintaining strong relationships with the customers and its employees implementing and supporting customer solutions. ESSENTIAL DUTIES AND...


  • , , Philippines Meltwater Group Full time

    Begin your career as a Customer Success Manager at Meltwater, where each day is dedicated to ensuring the continued success and satisfaction of our valued customers. We're searching for driven individuals to join our team and play a pivotal role in delivering exceptional experiences. As a Customer Success Manager, your focus will be on driving impactful...


  • , Metro Manila, Philippines Buscojobs Full time

    Customer Success Manager - Valenzuela (Posted 1 day ago) Job Description The Customer Success Manager (CSM) is responsible for leading customer relationships and ensuring the adoption, retention, and growth of software solutions. Acting as a trusted advisor, the CSM drives measurable outcomes aligned with customer business objectives while promoting...

  • Customer Success

    1 day ago


    , Ilocos Sur, Philippines Buscojobs Full time

    Customer Success Account Manager – Finstro We are looking for an Customer Success Account Manager to join our team Full Time. The Customer Success Account Manager will act as client advocate and work with internal departments to ensure that client needs are understood and satisfied. Responsibilities include handling all client queries, requests and...