Customer Success Manager

4 days ago

Manila, National Capital Region, Philippines Lyfe LLC Full time $70,000 - $120,000 per year
Job Title: Customer Success Manager

Location: Remote

Experience: 5+ Years in Customer Success / Support Leadership


About LYFE

At LYFE, we're building a fast-scaling hardware and ecommerce brand redefining the future of architectural hardware. Our customer base is growing across India and the US — and so are their expectations. We're looking for someone who doesn't just manage support tickets, but owns the customer experience end-to-end and scales it like a well-oiled machine.


The Role

We're hiring a Customer Success Manager who will take complete ownership of our customer support systems. You'll be responsible for building scalable SOPs, handling escalations with clarity and empathy, and ensuring every customer — regardless of who handles their query — receives consistently excellent service.

This is a leadership role, not an agent role. You'll work closely with Indian and Filipino support agents, lead quality assurance, and take full accountability for support outcomes.


Responsibilities
Leadership & Ownership
  • Lead and oversee support operations globally
  • Serve as the point of escalation for critical or sensitive customer cases
  • Ensure consistent customer service quality across geographies and agents
SOPs & Process Building
  • Build, document, and maintain clear SOPs for all major customer touchpoints
  • Implement tone guidelines, escalation frameworks, and ticket triage flows
  • Create internal playbooks, templates, and onboarding kits for support agents
Quality & Reporting
  • Regularly audit support tickets to monitor quality and adherence to process
  • Set up and own KPIs — response time, resolution rate, CSAT/NPS
  • Spot recurring issues and proactively fix the root causes via process improvements
Team Coordination
  • Coach and guide customer support agents to upskill and improve performance
  • Run knowledge-sharing, calibration, and performance feedback sessions
  • Collaborate with operations, logistics, and product teams to close the loop on issues

Must-Have Skills
  • 5+ years of experience in Customer Success or Customer Support
  • Proven experience leading or managing a support team
  • Strong process builder — can create SOPs, escalation flows, and playbooks
  • Excellent English (written and spoken) — clear, warm, and professional
  • Comfortable working with distributed teams
  • Tools: Google Sheets, helpdesk platforms (Zendesk, Freshdesk, Gorgias, etc.)
  • Has handled CS teams before

Bonus Points
  • Engineering background or strong technical aptitude
  • Experience in ecommerce, D2C, or logistics-heavy companies
  • Familiar with basic customer support automations (chatbots, macros, etc.)

What Success Looks Like
  • You've established clear, working SOPs within the first 30 days
  • Escalations are rare — and when they happen, they're handled fast and well
  • Customers across regions report a consistent, high-quality experience
  • Agents are well-trained, confident, and aligned
  • You don't wait for problems — you fix them before they snowball

  • Manager, Customer Success

    3 days ago

    Manila, National Capital Region, Philippines ShiftCare Full time

    The RoleShiftCare is seeking an experienced and proactive Manager of Customer Success – Remote Operations to lead and support our growing team of Customer Success Managers and Associates based in the Philippines. This role is integral to ensuring consistent day-to-day delivery of service, coaching, and execution across our high-volume customer accounts....

  • Customer Success Manager

    1 week ago

    Manila, National Capital Region, Philippines griddable Full time ₱1,200,000 - ₱2,400,000 per year

    DescriptionPlease note this role will be based in Manila, PhilippinesThe Customer Success Manager (CSM) within the Signature Success team acts as the primary technical point of contact for Salesforce's largest and most important customers. The focus is on proactively ensuring customer success by understanding their business goals, technical environment, and...

  • Customer Success Manager

    4 days ago

    Manila, National Capital Region, Philippines Volopay Full time ₱1,200,000 - ₱3,600,000 per year

    About UsVolopay is a Y Combinator-backed start-up that combines, corporate cards, bill payments, approvals, expense reimbursements, and accounting automation in one single platform. We empower businesses to manage, grow and succeed with our cross-platform solution that delivers more functionality across financial operations. We are trusted by some of the top...

  • Customer Success Manager

    3 days ago

    Manila, National Capital Region, Philippines Disprz Full time $70,000 - $120,000 per year

    Job DescriptionAs a Customer Success Manager (CSM) for the South East Asia region, you will play a critical role in ensuring our customers achieve their desired outcomes while using our products/services. You will be the primary point of contact for our customers, fostering strong relationships and driving customer satisfaction, retention, and...

  • Customer Success Manager

    4 days ago

    Manila, National Capital Region, Philippines Earlybird AI Full time ₱900,000 - ₱1,200,000 per year

    About UsWe are an innovative early-stage fintech company revolutionizing business finance management with cutting-edge technology to make financial services accessible, secure, and user-friendly. As a startup, we're a tight-knit team passionate about disrupting traditional finance and scaling rapidly. We're seeking a dynamic Customer Success Manager to build...

  • Customer Success Manager

    1 week ago

    Manila, National Capital Region, Philippines 8x8 Full time ₱1,200,000 - ₱2,400,000 per year

    8x8, Inc. (NASDAQ: EGHT) believes that CX limits were meant to be shattered. We connect people and organizations through seamless communication on the industry's most integrated platform for Customer Experience—combining Contact Center, Unified Communications, and CPaaS APIs. The 8x8 Platform for CX integrates AI at every level to enable personalized...

  • Customer Success Manager

    1 week ago

    Manila, National Capital Region, Philippines Salesforce Full time ₱1,200,000 - ₱2,400,000 per year

    To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.Job CategoryCustomer SuccessJob DetailsAbout SalesforceSalesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn't a...

  • Customer Success Manager

    3 days ago

    Manila, National Capital Region, Philippines SafetyCulture Full time ₱1,200,000 - ₱2,400,000 per year

    SafetyCulture is an Australian-based, international tech scale-up. We create SaaS solutions that empower front line workers to drive operational excellence and take ownership of their safety and wellbeing.The SC app was launched in 2012 to solve a global problem. Reduce workplace injuries and help frontline workers get home safely to their families. Fast...

  • Customer Success Manager

    1 week ago

    Manila, National Capital Region, Philippines Virtru Full time ₱1,200,000 - ₱2,400,000 per year

    About Virtru:While the rest of the security industry obsesses over locking data down to prevent it from being lost or stolen, we're doing something fundamentally different at Virtru. We're setting data free so that you can intentionally share it with others, but without sacrificing security, privacy, or control.We've created both a suite of powerful data...

  • Manager, Customer Success

    1 week ago

    Manila, National Capital Region, Philippines Payscale Full time ₱900,000 - ₱1,200,000 per year

    About PayscalePayscale is the original compensation innovator for organizations who want to scale their business with pay and transform their largest investment into their greatest advantage. With decades of innovation in sourcing reputable data and developing AI-powered tools, Payscale delivers actionable insights that turn pay from a cost to a catalyst....