Customer Success Manager

Customer Success Manager (Team Lead)

Location: Onsite – Cebu-based

Employment Type: Full-time, Permanent

Tahche is looking for an experienced Customer Success Manager (Team Lead) to oversee and drive the Customer Success function. This role is management-level, leading a team of Customer Success specialists, advocating for clients, and ensuring long-term business success through strong client relationships and data-driven strategies.

The ideal candidate is a strategic thinker, skilled in KPI development, team leadership, and client advocacy, who can coach their team to deliver excellent outcomes while continuously improving Tahche's client-facing operations.

About the Role

As a CSM team Lead, you will:

• Lead, mentor, and manage a team of Customer Success specialists.
• Develop and track KPIs for client accounts and your team to ensure high performance.
• Serve as the voice of the client, translating their needs into actionable initiatives internally.
• Identify opportunities for process improvements that enhance client satisfaction and operational effi ciency.
• Collaborate cross-functionally with Sourcing, Marketing, and Operations teams to resolve issues and implement solutions.
• Drive a client-first culture within your team and Tahche, ensuring advocacy is central to all interactions.
• Monitor team and account health, proactively addressing risks and escalating issues when needed.
• Prepare strategic reports and insights for leadership and clients.

Key Responsibilities

• Manage and coach a team of Customer Success specialists, fostering professional development and accountability.
• Own client relationships for high-priority accounts and ensure their goals are met.
• Define, measure, and analyze KPIs for client success and team performance.
• Act as a strategic partner to internal stakeholders, driving initiatives to improve client experience and operational efficiency.
• Provide guidance to your team in troubleshooting client challenges and escalating complex issues.
• Use data to drive decision-making, improve retention, and support revenue growth.
• Implement best practices and frameworks to standardize success operations across the team.

Qualifi cations

• 5+ years of customer success, account management, or client services experience, including 2+ years in a management or team lead capacity.
• Proven ability to lead and mentor teams to achieve performance and client satisfaction targets.
• Strong understanding of KPI development, tracking, and reporting.
• Excellent communication and relationship-building skills — able to manage both clients and internal teams effectively.
• Analytical mindset with the ability to translate data into actionable insights and improvements.
• Experience with CRM and analytics tools (HubSpot, Salesforce, or similar).
• Strategic thinker with a long-term perspective and problem-solving orientation.

Character Traits

• Client-focused and proactive
• Results-driven and accountable
• Strong leadership and coaching skills
• Strategic thinker with operational excellence
• Collaborative, adaptable, and resilient under pressure

What's in It for You

• Full-time permanent position
• Competitive compensation package and benefits
• Lead a growing Customer Success team within a dynamic US-focused company
• 13th-month pay
• Paid Leaves, commutable to cash
• Access to top-tier health insurance, including dental coverage
• Professional development and training opportunities
• Full coverage of government-mandated benefits (SSS, PhilHealth, Pag-IBIG, Maternity/Paternity Leave, Solo Parent Leave, etc.)
• Participate in team engagement events, sports activities, and company growth initiatives

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Apply now and be part of Tahche

Not a candidate? If you're a foreign business looking to build world-class teams with top Filipino professionals, why not HIRE WITH TAHCHE? Visit our website at to learn how.

Job Types: Full-time, Permanent

Pay: Up to Php120,000.00 per month

Benefits:

• Additional leave
• Company Christmas gift
• Company events
• Health insurance
• Life insurance
• Opportunities for promotion
• Promotion to permanent employee

Application Question(s):

• How many years of experience do you have in Customer Success, Account Management, or Client Services?
• Do you have at least 2 years of experience leading or managing a team?
• This role is onsite in Cebu. Are you able to work onsite full-time?
• Which tools have you used? (Select all that apply)

☐ HubSpot

☐ Salesforce

☐ Other (please specify)

• When would you be available to start?
• Briefly describe your experience managing client accounts or leading a team. ( 1–2 sentences)
• Share one example of how you improved client satisfaction or team performance. (1–2 sentences)

Work Location: In person