Senior Customer Success Manager

2 days ago

Taguig, National Capital Region, Philippines Execo Group Inc. Full time $104,000 - $130,878 per year

You've mastered the art of customer success. You can lead a Quarterly Business Review with executive presence, de-escalate a critical issue, and coach a Customer Success Manager (CSM) to greatness. But you know there's a difference between just managing accounts and truly architecting strategic partnerships.

What if you had the opportunity to not just lead a team, but to build the very foundation of a world-class Customer Success function? This isn't just another management role; it's a chance to create the playbooks, processes, and culture that will define our client relationships for years to come.

Summary of Role

We are looking for a Senior Manager of Customer Success to join our leadership team in our Bonifacio Global City office. In this critical 'player-coach' role, you will lead and mentor a high-performing team of CSMs while acting as a trusted advisor to our most strategic clients. Your mission is to elevate our client engagements from transactions to true partnerships, driving deep value, ensuring world-class retention, and uncovering opportunities for mutual growth.

Your Impact & What You'll Do

As the leader at the heart of our client relationships, your work is directly tied to our long-term growth and success. You will be the architect of the client experience.

  • Build & Lead a World-Class Team: Hire, coach, and mentor a team of CSMs, fostering a culture of high performance, accountability, and genuine customer-centricity. You'll be responsible for their skill development and career growth.
  • Architect the Customer Success Playbook: Design, implement, and refine the scalable processes for the entire client lifecycle—from strategic onboarding and health scoring to executing high-impact Quarterly Business Reviews (QBRs).
  • Drive Commercial Outcomes: Own your team's key performance indicators, including Net Revenue Retention (NRR) and client satisfaction. You will be responsible for securing renewals and identifying consultative expansion and upsell opportunities.
  • Champion the Voice of the Customer: Act as a senior point of escalation and a trusted executive sponsor for key clients. You will collaborate across departments (Sales, Delivery, Marketing) to ensure the client perspective informs our company-wide strategy.
Why You'll Thrive at Execo

This is a role for a builder who leads from the front. You'll thrive by combining your deep experience with the unique opportunity we offer to make a definitive impact.

  • Build with High Impact: This is your chance to write the playbook. You will design our Customer Success function from the ground up in a high-visibility role with a direct line to senior leadership.
  • Lead as a Player-Coach: We'll empower you to mentor a high-performing team to greatness while staying strategically engaged with key clients, all within a collaborative and supportive culture.
  • Bring Proven Leadership & Presence: Your 4+ years of people management experience is complemented by a natural executive presence, allowing you to coach your team and build trust with C-level stakeholders.
  • Apply Strategic, Data-Fluent Expertise: With 6+ years in roles like Customer Success or Management Consulting, you excel at using data from CRM and CS platforms to architect strategies that drive retention and growth.

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