Manager, Customer Success
7 days ago
The Role
ShiftCare 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. The successful candidate will also play a key role in transitioning our remote team to a hybrid work model and will be instrumental in setting up and managing our future Philippines office.
This role reports to the Manager of Customer Success (AU) and works closely with teams across Operations, Support, Product, and Sales to uphold delivery standards and drive customer retention and satisfaction.
Key Responsibilities
- Lead and coach a remote Customer Success team, ensuring effective execution of daily workflows and account management.
- Monitor KPIs, provide performance feedback, and run regular stand-ups, check-ins, and reviews.
- Ensure timely, high-quality customer interactions aligned with service standards.
- Collaborate with AU-based teams to manage escalations, align processes, and support new feature rollouts.
- Oversee onboarding delivery and provide QA feedback to improve training and scripting.
- Identify and resolve workflow bottlenecks and contribute to continuous process improvements.
- Support the setup and operations of a new hybrid office in the Philippines, fostering team cohesion.
- Act as the escalation point for complex customer issues and coach the team on objection handling and upselling.
- Report on team performance and customer sentiment to support broader success initiatives.
Required Qualifications
- Minimum 5 years of people management experience in a SaaS, BPO, or customer success environment.
- Demonstrated experience managing remote or offshore teams, ideally across high-volume customer bases.
- Strong operational discipline and an ability to manage and improve workflows at scale.
- Excellent communication skills (verbal and written) with the ability to coach team members in customer interactions.
- Experience with HubSpot and ChurnZero (or similar CRMs), including setting up and managing workflow automations to streamline customer success processes
- Data-driven mindset, with strong analytical skills to leverage insights and improve customer engagement and retention
- Familiarity with tools such as Intercom, Notion, and Slack for communication, documentation, and team collaboration
- Proven track record in team performance management, customer retention, and onboarding oversight.
- Great attention to detial and strong problem-solving skills.
Desirable Attributes
- Hands-on experience managing SaaS customers or working in customer onboarding.
- Familiarity with home care, aged care, disability, or NDIS support industries.
- Experience in transitioning remote teams to hybrid or office-based environments.
- Comfortable working AU hours (AEST/AEDT) with flexibility as required.
What We Offer
- Competitive local salary (PHP) and performance-based incentives.
- Collaborative and supportive team environment with opportunities for career progression.
- Access to ShiftCare's learning resources and leadership mentoring.
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