Customer Success Manager

3 days ago

Quezon City, National Capital Region, Philippines Future First Talents Full time ₱900,000 - ₱1,200,000 per year

Customer Success Manager


Quezon City | On-site | Full-time


E-Commerce | Online Shopping Platform

About the Company

A fast-growing
e-commerce shopping platform
committed to delivering a seamless and customer-first digital shopping experience. To strengthen our client relations and user engagement, we are looking for a
Customer Success Manager
with a proven track record in
e-commerce or digital retail platforms
.

Job Overview

The
Customer Success Manager
will be responsible for ensuring that customers enjoy a high-quality and consistent online shopping journey. This role involves managing customer relationships, ensuring post-purchase satisfaction, handling escalations, and collaborating with cross-functional teams to improve the customer experience.

Key Responsibilities

  • Lead the
    Customer Success team
    , setting KPIs and ensuring excellent service delivery across customer touchpoints.
  • Act as the voice of the customer within the organization, bringing feedback to product, operations, and marketing teams.
  • Manage escalations and provide solutions to complex customer concerns.
  • Develop and implement
    customer engagement strategies
    to improve retention, loyalty, and lifetime value.
  • Collaborate with operations, logistics, and product teams to improve the end-to-end e-commerce experience.
  • Analyze customer satisfaction metrics (CSAT, NPS, repeat purchase rate) and drive initiatives to improve them.
  • Conduct training and coaching for customer service staff to ensure professionalism and consistency.
  • Build long-term relationships with key customers and partners to strengthen trust in the platform.

Qualifications

  • Bachelor's degree in Business, Marketing, Communications, or related field.
  • At least
    5 years of experience
    in
    customer success, account management, or customer service leadership
    .
  • Background in e-commerce platforms
    such as Lazada, Shopee, or TikTok Shop is highly preferred.
  • Strong communication and problem-solving skills with a customer-first mindset.
  • Experienced in handling escalations and managing high-volume inquiries.
  • Proficient in CRM tools, customer engagement platforms, and data analysis.
  • Leadership skills with experience managing and motivating teams.

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