Customer Success Lead
6 days ago
- Lead and mentor the Customer Success team to deliver measurable outcomes for our customers
- Partner with Sales and Engineering teams to drive customer retention, adoption, and expansion opportunities
- Develop playbooks and success plans leveraging Microsoft Dynamics 365 Customer Success, Copilot, and Teams
- Use Copilot to generate insights on customer health, adoption, and usage trends
- Build strong executive relationships with customers to position us as a trusted partner
- Oversee onboarding, training, and change management initiatives to ensure smooth adoption of Microsoft-based solutions
- Establish KPIs, measure NRR (Net Revenue Retention), and present customer success metrics to leadership
- Proactively identify at-risk accounts and develop strategies to re-engage and retain them
- Champion the voice of the customer across the organization
Qualifications:
- 10+ years of experience in Customer Success, Account Management, or related roles
- Experience leading or mentoring customer-facing teams
- Strong understanding of the Microsoft ecosystem (Teams, Outlook, Dynamics 365, Azure, Power Platform)
- Hands-on familiarity with Microsoft Copilot and its application in driving customer value is a plus
- Proven ability to influence C-level stakeholders and lead executive business reviews
- Strong analytical mindset with experience using data (Power BI, Dynamics 365 dashboards, etc.) to drive decisions
- Excellent communication, problem-solving, and relationship-building skills
- Preferred Skills
- Certifications in Microsoft Dynamics 365 or Microsoft 365 Copilot
- Experience with SaaS customer success models and renewal/expansion strategies
- Ability to drive change management and technology adoption at scale
- Familiarity with success metrics such as NRR, GRR, CSAT, and health scores
Job Type: Full-time
Pay: Php150, Php230,000.00 per month
Benefits:
- Health insurance
- Life insurance
Education:
- Bachelor's (Preferred)
Experience:
- Customer Success/ Account Management: 10 years (Preferred)
- Microsoft ecosystem: 10 years (Preferred)
- familiarity in NRR, GRR, CSAT, and health scores: 1 year (Preferred)
Work Location: In person
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