CS Team Lead

2 days ago

Cebu City, Central Visayas, Philippines Tahche Outsourcing Services Inc Full time ₱480,000 - ₱960,000 per year

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 Tahches' 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

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