Hire, lead, coach, and develop a high-performing team of CSMs to exceed retention, renewal-readiness, and expansion goals.
Drive accountability through effective one-on-ones, performance management, and results-focused coaching.
Analyze team success metrics to inform onboarding, training, and mentoring strategies.
Foster a growth mindset, strong collaboration, and customer-first culture across the team.
Execute and evolve Customer Success strategies that increase product adoption, utilization, and customer value.
Ensure CSMs effectively guide customers through key lifecycle moments: onboarding, adoption milestones, value realization, and renewal readiness.
Analyze customer health, engagement, and success metrics to continuously improve playbooks and engagement approaches.
Partner closely with Renewals Managers and Account Managers as part of a coordinated account team to ensure alignment across value delivery, renewal execution, and expansion.
Assist on customer calls, providing real-time coaching and distilling themes for CS, Sales, Marketing, and Product leadership.
Use data and insights (e.g., Salesforce, Gainsight) to track performance, identify trends, and drive continuous improvement.

4+ years of experience in Customer Success and/or Sales within a recurring revenue/SaaS business.
2+ years of people management experience, with a track record of developing teams and driving results.
Experience leading teams accountable for retention, adoption, and customer outcomes in a recurring revenue model.
Experience with Salesforce and Gainsight preferred.
Bachelor's Degree preferred.

Paid Philippine Regular holidays + 1 additional Payscale holiday (Global Mental Health Day)
15 paid days of additional leave, credited up front upon regularization and refreshed annually. Unused leave are monetized.
HMO Coverage +1 dependent
Fixed work schedule, Monday through Friday 10pm-7am Manila
Monthly company All Hands meetings
Regular opportunities for executive leadership exposure through things like AMAs
Access to continued learning & development opportunities
Our commitment to a continuous feedback culture which allows us to drive performance and career growth
A growing network of Employee Resource Groups
Company sponsored volunteer hours

Manager, Customer Success

Key skills