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Customer Success Team Lead

1 month ago

Manila, National Capital Region, Philippines Payfuture Full time

PLEASE DO NOT APPLY IF YOU ARE NOT CURRENTLY IN MANILA

The Customer Success Team Lead at Payfuture is responsible for guiding and mentoring a team of Customer Success Specialists to ensure that all clients have a seamless onboarding experience and ongoing support with our payment-processing solutions. You will lead efforts to drive client satisfaction, retention, and success while implementing strategies to improve team performance and processes.

Job Title: Customer Success Team LeadJob Description:

We are looking for a Customer Success Team Lead with strong people management and supervisory experience to guide and mentor a team of customer success professionals. This role requires a proactive leader who can drive customer engagement, retention, and satisfaction while fostering a high-performing team culture. The ideal candidate has a passion for coaching, excellent problem-solving skills, and a customer-first mindset.

Key Responsibilities:
  1. People Management & Leadership
    1. Lead, mentor, and develop a team of Customer Success Specialists, ensuring high engagement and performance.
    2. Conduct regular coaching sessions, performance evaluations, and career development discussions.
    3. Foster a positive team culture that encourages collaboration, accountability, and continuous improvement.
    4. Resolve escalated customer issues with professionalism and ensure timely resolution.
    5. Support team members in managing customer relationships effectively, ensuring customer satisfaction and retention.
    6. Reporting on team and individual KPIs to Customer Success Manager.
  2. Customer Success & Retention
    1. Ensure customers receive value from products/services by guiding them through best practices and adoption strategies.
    2. Collaborate with internal teams (Sales, Product, Tech, Ops Support) to address customer needs and drive continuous improvement.
    3. Analyze and discuss with Customer Success Manager regarding customer feedback and implement initiatives to enhance the customer experience.
  3. Performance & Process Optimization
    1. Track key performance indicators (KPIs) such as customer satisfaction (CSAT), Net Promoter Score (NPS), retention rates, and response times.
    2. Identify areas for process improvement and efficiency in customer success workflows.
    3. Provide data-driven insights to Customer Success Manager and senior management on customer trends, issues, and opportunities.
Qualifications & Requirements:

Education:

Bachelor's degree in Business, Communications, Customer Service, or a related field (preferred but not required).

Experience:

  1. Minimum of 2-5 years of experience in a Customer Success or Customer Support role with at least 2 years in a supervisory or team lead position.
  2. Proven ability to lead and develop a high-performing team in a customer-facing environment.
  3. Experience managing customer escalations and implementing retention strategies.

Skills & Competencies:

  1. Strong leadership, coaching, and team-building skills.
  2. Excellent communication and interpersonal abilities.
  3. Problem-solving mindset with the ability to handle difficult customer interactions.
  4. Proficiency in Customer Success software (e.g., Zendesk, Jira, FreshDesk, HubSpot).
  5. Data-driven approach to customer success management and team performance tracking.
  6. Preferred: Experience in SaaS, tech, or B2B customer success environments.
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