Customer Success Manager

3 weeks ago

Cabuyao, Philippines Golocad Full time

What you'll focus on 1. Team Leadership 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. 2. Client Support & Escalation Management 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. 3. Account Success Management Build and maintain strategic relationships with merchants, acting as their trusted advisor. Track fulfilment SLAs (e.g., on-time dispatch, order cancellations) and proactively address performance gaps. Conduct Monthly & Quarterly Business Reviews (MBRs & QBRs) to discuss fulfilment performance, sales trends, shipping efficiency, and financial health. Identify and drive upselling and cross-selling opportunities to expand client value through new services, markets, and channels. 4. Contract & Billing Management Ensure adherence to contract terms, SLAs, and rate cards for all services. Validate invoices, track payments, and follow up on overdue collections. Oversee contract renewals, re-negotiations, and proactive engagement ahead of expiry. Identify opportunities for pricing optimization and service expansion. What you bring 7+ years of experience in Customer Success, Account Management, or Operations (preferably in e-commerce, logistics, or fulfilment). Proven leadership experience , with a track record of building and managing high-performing teams. Strong problem-solving and analytical skills with a proactive, solutions-oriented mindset. Excellent communication and stakeholder management abilities, both internal and external. Hands-on experience with contract management, SLAs, billing, and financial reconciliations. Proficiency in Excel, CRM tools, and ticketing systems. What you'll get Annual Bonus 25 days leave. Health Insurance. Generous equipment allowance. Annual L&D support. Please limit to one application We believe diversity and representation are key to creating not only a great product but also an amazing customer and employee experience. Fostering this starts with hiring -- therefore we do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or any other aspect that makes you, you. #J-18808-Ljbffr

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