CS Team Lead

4 weeks ago

Cebu City, Philippines Tahche Outsourcing Services Inc Full time

Customer Success Manager Team Lead Location: On-site, Cebu-based Employment Type: Full-time, Permanent Tahche is looking for an experienced Customer Success Manager (CSM) Team Lead to oversee and drive the Customer Success function. This role is management-level, leading a team of Customer Success specialists, advocating for clients, and ensuring long‑term business success through strong client relationships and data‑driven strategies. The ideal candidate is a strategic thinker, skilled in KPI development, team leadership, and client management advocacy, who can coach their team to deliver excellent outcomes while continuously improving Tahche’s client‑facing operations. About the Role As a CSM Manager, you will: Lead, mentor, and manage a team of Customer Success specialists. Develop and track KPIs for client accounts and your team to ensure high performance. Serve as the voice of the client, translating their needs into actionable initiatives internally. Identify opportunities for process improvements that enhance client satisfaction and operational efficiency. Collaborate cross‑functionally with Sourcing, Marketing, and Operations teams to resolve issues and implement solutions. Drive a client‑first culture within your team and Tahche, ensuring advocacy is central to all interactions. Monitor team and account health, proactively addressing risks and escalating issues when needed. Prepare strategic reports and insights for leadership and clients. Key Responsibilities Manage and coach a team of Customer Success specialists, fostering professional development and accountability. Own client relationships for high‑priority accounts and ensure their goals are met. Define, measure, and analyze KPIs for client success and team performance. Act as a strategic partner to internal stakeholders, driving initiatives to improve client experience and operational efficiency. Provide guidance to your team in troubleshooting client challenges and escalating complex issues. Use data to drive decision‑making, improve retention, and support revenue growth. Implement best practices and frameworks to standardize success operations across the team. Qualifications 5+ years of customer success, account management, or client services experience, including 2+ years in a management or team lead capacity. Proven ability to lead and mentor teams to achieve performance and client satisfaction targets. Strong understanding of KPI development, tracking, and reporting. Excellent communication and relationship‑building skills, able to manage both clients and internal teams effectively. Analytical mindset with the ability to translate data into actionable insights and improvements. Experience with CRM and analytics tools (HubSpot, Salesforce, or similar). Strategic thinker with a long‑term perspective and problem‑solving orientation. Character Traits Client‑focused and proactive Results‑driven and accountable Strong leadership and coaching skills Strategic thinker with operational excellence Collaborative, adaptable, and resilient under pressure #J-18808-Ljbffr

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