Director of Customer Success

17 hours ago

Manila, National Capital Region, Philippines NewSmile™ Full time

At
NewSmile
, we're transforming smiles and confidence with our innovative at-home aligner solutions. Our mission is to make high-quality orthodontic care accessible, convenient, and enjoyable. We're seeking a strategic, hands-on leader to elevate our customer success experience, drive retention, and support revenue growth.

Role Overview:

The
Director of Customer Success & Retention
at NewSmile will lead a dynamic team dedicated to delivering world-class support while increasing customer loyalty and revenue. This leader excels at training, coaching, and developing teams to exceed expectations in a fast-paced, customer-first environment.

Key Responsibilities:

  • Lead and inspire the customer success team to achieve KPIs in customer satisfaction, retention, and sales.
  • Develop and implement training programs to improve product knowledge, communication, and upsell techniques.
  • Collaborate with sales and marketing to identify retention and revenue growth opportunities.
  • Analyze customer feedback and metrics to continuously enhance service processes and delivery.
  • Build a culture of accountability, coaching, and continuous improvement.

Qualifications:

  • 3+ years of experience in customer service or customer success leadership, preferably in e-commerce or healthcare/aligners.
  • Proven success in training, coaching, and team development.
  • Strong understanding of customer retention strategies and sales-driven service.
  • Excellent leadership, communication, and analytical skills.
  • Ability to thrive in a fast-paced, growth-focused environment.

Why You'll Love Working at NewSmile:

  • Shape the customer experience for thousands of customers.
  • Work in a collaborative, innovative, and mission-driven company.
  • Make a measurable impact on customer satisfaction, retention, and company growth.

How to Apply:

Apply directly through LinkedIn.

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