Senior Customer Success Manager

2 weeks ago

Manila, National Capital Region, Philippines Payfuture Full time
Key Responsibilities
  1. People Management & Leadership
  • Lead, mentor, and develop a high-performing team of Customer Success Specialists, ensuring high engagement and performance.
  • Conduct regular coaching sessions, performance evaluations, and career development discussions to foster a positive team culture.
  • Resolve escalated customer issues with professionalism and ensure timely resolution.
  • Support team members in managing customer relationships effectively, ensuring customer satisfaction and retention.
Customer Success & Retention
  • Collaborate with internal teams to address customer needs and drive continuous improvement.
  • Analyze and discuss customer feedback to implement initiatives that enhance the customer experience.
Performance & Process Optimization
  • Track key performance indicators (KPIs) such as customer satisfaction (CSAT), Net Promoter Score (NPS), and retention rates.
  • Identify areas for process improvement and efficiency in customer success workflows.

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