Customer Success Manager Philippines

4 days ago

Cabuyao, Calabarzon, Philippines Locad Full time ₱600,000 - ₱1,200,000 per year
What you'll focus on

1. Team Leadership
  • Lead, mentor, and develop a team of customer success professionals, fostering a high-performance, customer-centric culture.
  • Set clear goals, provide regular coaching and feedback, and conduct performance reviews to ensure continuous growth and development.
  • Build team capabilities around client management, data-driven insights, and operational excellence.
2. Client Support & Escalation Management
  • Serve as an escalation point for key accounts and complex client issues.
  • Oversee efficient management and resolution of support tickets, ensuring a 90% One-Touch Resolution Rate.
  • Identify root causes and work cross-functionally with warehouse, fulfilment, and operations teams to prevent recurrence.
  • Handle high-impact escalations that may affect service delivery, brand reputation, or financials.
3. Account Success Management
  • Build and maintain strategic relationships with merchants, acting as their trusted advisor.
  • Track fulfilment SLAs (e.g., on-time dispatch, order cancellations) and proactively address performance gaps.
  • Conduct Monthly & Quarterly Business Reviews (MBRs & QBRs) to discuss fulfilment performance, sales trends, shipping efficiency, and financial health.
  • Identify and drive upselling and cross-selling opportunities to expand client value through new services, markets, and channels.
4. Contract & Billing Management
  • Ensure adherence to contract terms, SLAs, and rate cards for all services.
  • Validate invoices, track payments, and follow up on overdue collections.
  • Oversee contract renewals, re-negotiations, and proactive engagement ahead of expiry.
  • Identify opportunities for pricing optimization and service expansion.
What you bring
  • 7+ years of experience in Customer Success, Account Management, or Operations (preferably in e-commerce, logistics, or fulfilment).
  • Proven leadership experience, with a track record of building and managing high-performing teams.
  • Strong problem-solving and analytical skills with a proactive, solutions-oriented mindset.
  • Excellent communication and stakeholder management abilities, both internal and external.
  • Hands-on experience with contract management, SLAs, billing, and financial reconciliations.
  • Proficiency in Excel, CRM tools, and ticketing systems.
What you'll get
  • Annual Bonus
  • 25 days leave.
  • Health Insurance.
  • Generous equipment allowance.
  • Annual L&D support.
Please limit to one application

We believe diversity and representation are key to creating not only a great product but also an amazing customer and employee experience. Fostering this starts with hiring -- therefore we do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or any other aspect that makes you, you.

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