Customer Success Manager

3 days ago

Cabuyao, Calabarzon, Philippines Locad Full time ₱1,500,000 - ₱2,500,000 per year

About Locad

Locad is the logistics engine enabling e-commerce brands to systematically store, pack, ship, and track orders across Asia-Pacific, GCC and the USA. Our tech platform syncs inventory across online channels and organizes end-to-end order fulfilment through our reliable network of warehouses and shipping partners across Singapore, Malaysia, the Philippines, Thailand, Indonesia, China, Australia, the USA, Saudi Arabia, and UAE with more locations opening soon. Hundreds of brands now have access to the Locad logistics engine, allowing faster shipping, reduced costs, and exponential growth. Equipped with the technology, infrastructure, and partners running on one integrated system, Locad is on a mission to propel every business forward.

Why Join Locad?

  • Bonus:
    Competitive annual and performance bonuses to recognize your achievements.
  • Generous PTO:
    25 days of paid time off.
  • Comprehensive Health Coverage:
    HMO starting from day one.
  • Top-Tier Equipment:
    MacBook provided.
  • Professional Growth:
    Annual learning and development budget.

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.

How to apply:

The best way to apply is to follow the link to our website. if you don't have a CV, a LinkedIn profile will do.

Every application will receive a response.

  • Customer Success Manager Philippines

    3 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...

  • Customer Success Executive Philippines

    3 days ago

    Cabuyao, Calabarzon, Philippines Locad Full time ₱300,000 - ₱600,000 per year

    What you'll focus onAs a Customer Success Executive, you will bring a true passion for solving customer issues and providing the highest level of customer care. Your immediate responsibility will be to help us build a first-class customer success experience. Locad's customers are key, so you will be driving continuous improvement on how we engage with them,...

  • Customer Success Executive

    2 weeks ago

    Cabuyao, Calabarzon, Philippines Locad Full time ₱600,000 - ₱1,200,000 per year

    About LocadLocad is the logistics engine enabling e-commerce brands to systematically store, pack, ship, and track orders across Asia-Pacific, GCC and the USA. Our tech platform syncs inventory across online channels and organizes end-to-end order fulfillment through our reliable network of warehouses and shipping partners across Singapore, Malaysia, the...

  • Customer Service

    1 week ago

    Cabuyao, Calabarzon, Philippines CRP SYSTEM INCORPORATED Full time ₱800,000 - ₱1,200,000 per year

    About the role This is a full-time Customer Service role based in Cabuyao City, Laguna. As a Customer Service representative, you will be responsible for providing exceptional support and assistance to our clients, ensuring their inquiries and issues are promptly addressed. You will be a crucial point of contact, helping to build and maintain strong...

  • Customer Service Representative

    7 days ago

    Cabuyao, Calabarzon, Philippines Sumisho Motor Finance Corporation Full time ₱150,000 - ₱250,000 per year

    Candidate must possess at least Bachelor's/College Degree in Business Studies/Administration/Management, Finance/Accountancy/Banking, Marketing, Others or equivalent.Preferably 6months to 1year experienced employee specialized in Customer Service or equivalent.Amenable to report in Cabuyao, Laguna branch.Job Scope:Branch Customer Relations Specialist...

  • Customer Account Engineer

    5 days ago

    Cabuyao, Calabarzon, Philippines First Sumiden Circuits, Inc. Full time ₱1,500,000 - ₱3,000,000 per year

    Act as primary point of contact between the customer and internal operations – ensuring clear communication regarding requirements, specifications, schedules and general engineering. Perform the front loading approach which aims to enhance the integration of various functions (Project Management method) earlier in the product development cycle. Minimum...

  • Customer Account Engineer

    3 days ago

    Cabuyao, Calabarzon, Philippines Sumitomo Electric Carbide, Inc. Full time ₱1,500,000 - ₱3,000,000 per year

    Position at First Sumiden Circuits, Inc. Act as primary point of contact between the customer and internal operations - ensuring clear communication regarding requirements, specifications, schedules and general engineering.Perform the front loading approach which aims to enhance the integration of various functions (Project Management method) earlier in...

  • Customer Account Engineer

    1 day ago

    Cabuyao, Calabarzon, Philippines First Sumiden Circuits Inc. Full time ₱900,000 - ₱1,200,000 per year

    Act as primary point of contact between the customer and internal operations – ensuring clear communication regarding requirements, specifications, schedules and general engineering.Perform the front loading approach which aims to enhance the integration of various functions (Project Management method) earlier in the product development cycle.Minimum...

  • Customer Account Engineer

    5 days ago

    Cabuyao, Calabarzon, Philippines First Sumiden Circuits Inc. Full time ₱1 - ₱2 per year

    DescriptionPosition at First Sumiden Circuits, Inc.Act as primary point of contact between the customer and internal operations – ensuring clear communication regarding requirements, specifications, schedules and general engineering.Perform the front loading approach which aims to enhance the integration of various functions (Project Management method)...

  • Customer Quality Engineer

    3 days ago

    Cabuyao, Calabarzon, Philippines First Sumiden Circuits, Inc. Full time ₱800,000 - ₱1,200,000 per year

    Key Responsibilities: Responsible for collaborating, overseeing and monitoring all related customer requirements to cross functional team.  Direct responsible individual (DRI) or liaison to assigned Customer.Ensures that customer quality assurance services and final products meet and exceed customer expectations.Qualifications:Graduate of any engineering...