CUSTOMER SUCCESS LEAD

4 days ago

Taguig, National Capital Region, Philippines Bria Homes, Inc Full time ₱96,000 - ₱240,000 per year

You will lead a team of Customer Success Managers (CSMs), ensuring our clients achieve measurable value from our solutions while fostering renewals, growth, and advocacy.

Key Responsibilities

  • 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: Php120, Php200,000.00 per month

Benefits:

  • Health insurance
  • Life insurance

Education:

  • Bachelor's (Required)

Experience:

  • handling customer success: 10 years (Preferred)
  • Microsoft ecosystem: 1 year (Preferred)
  • Microsoft Copilot: 1 year (Preferred)
  • SaaS customer success models: 4 years (Preferred)

Work Location: In person

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