Customer Success Team Lead

Lead with Purpose, Drive Customer Success Across Borders

Empower a high-performing team to deliver world-class customer experiences in the global real estate tech industry. Lead a dynamic team, influence customer success strategies, and collaborate with international stakeholders, while working in a flexible setup that supports your growth and work-life balance.

Job Description

As the Customer Success Team Lead, you will lead and support a team of Customer Success Consultants who play a critical role in helping customers maximize value from client's SaaS and self-serve products. You'll act as both a coach and a driver of operational excellence-ensuring the team delivers consistently on adoption, retention, and growth targets, while providing proactive and reactive customer support. You'll also work closely with the Developer Sales Account Partners and cross-functional stakeholders (Product, Marketing, Sales & Ops) to ensure the voice of the customer is heard and acted upon, while fostering a culture of customer-first engagement within your team.

Job Overview

Employment type: Full-time

Shift: Day shift, Weekends Off

Work setup: Hybrid, Ortigas

Exciting Perks Await

• Day 1 HMO coverage with free dependent
• Competitive Salary Package
• Hybrid work arrangement
• Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)
• Day shift schedule
• Fixed weekends off
• Salary Advance Program through our banking partner
• (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses
• (Want to know more? Visit )
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

The Qualifications We Seek

• 3 to 5 years' experience in Customer Success, Account Management, or related environments-ideally in SaaS, media, or technology
• Proven leadership experience, with a track record of driving adoption, retention, and customer satisfaction
• Strong coaching and mentoring skills to inspire and guide teams in dynamic settings
• Excellent communication skills (written and verbal) and proactive stakeholder engagement
• Strong analytical and problem-solving skills with the ability to generate actionable insights
• Flexible, adaptable, and thrives in a fast-paced, evolving work environment
• Minimum 5 years' experience leading or coaching a team

Bonus points for:

• Experience with Salesforce, Gainsight, Tableau, or similar platforms

Your Daily Tasks

Team Leadership & Coaching

• Lead, mentor, and develop a team of Customer Success Consultants to meet individual and team goals
• Foster a high-performance culture built on collaboration, customer value, and continuous improvement
• Support team members in managing workloads and resolving complex customer inquiries

Operational Excellence

• Oversee management of a centralized inbox (via Gainsight and Salesforce) ensuring timely, high-quality responses
• Monitor key metrics on adoption, usage, retention, and customer satisfaction
• Drive process improvements to increase team efficiency and service consistency

Customer Success & Engagement

• Partner with Sales Account Partners to identify customer opportunities and risks
• Ensure value delivery through best-practice product usage and proactive engagement
• Work cross-functionally with Product, Marketing, Sales, and Operations to translate customer feedback into action

Market & Product Expertise

• Stay up to date with real estate market trends and SaaS product developments
• Coach the team to confidently articulate product value and customer impact

About the Client

Redefining Real Estate Through Digital Innovation

Our client is a global real estate technology leader that began in a Melbourne garage in 1995 with one goal: to revolutionize how the world experiences property. Three decades later, they continue to shape real estate across continents through innovation, curiosity, and a forward-thinking approach that empowers communities, agents, and customers worldwide.

Welcome to Emapta Philippines

Join a team that values camaraderie, excellence, and growth. Recognized as one of the Top 20 Dream Companies of Filipinos in 2024, Emapta stands proudly alongside industry giants, offering stability and global opportunities. Your career flourishes here with competitive compensation, international clients, and a work culture focused on collaboration and innovation. Work with global brands while growing your professional expertise-because at Emapta, your success is our shared mission.

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