Customer Success Manager [Philippines]

1. Team Leadership

• Lead, mentor, and develop a team of customer success professionals, fostering a high-performance, customer-centric culture.
• Set clear goals, provide regular coaching and feedback, and conduct performance reviews to ensure continuous growth and development.
• Build team capabilities around client management, data-driven insights, and operational excellence.

2. Client Support & Escalation Management

• Serve as an escalation point for key accounts and complex client issues.
• Oversee efficient management and resolution of support tickets, ensuring a 90% One-Touch Resolution Rate.
• Identify root causes and work cross-functionally with warehouse, fulfilment, and operations teams to prevent recurrence.
• Handle high-impact escalations that may affect service delivery, brand reputation, or financials.

3. Account Success Management

• Build and maintain strategic relationships with merchants, acting as their trusted advisor.
• Track fulfilment SLAs (e.g., on-time dispatch, order cancellations) and proactively address performance gaps.
• Conduct Monthly & Quarterly Business Reviews (MBRs & QBRs) to discuss fulfilment performance, sales trends, shipping efficiency, and financial health.
• Identify and drive upselling and cross-selling opportunities to expand client value through new services, markets, and channels.

4. Contract & Billing Management

• Ensure adherence to contract terms, SLAs, and rate cards for all services.
• Validate invoices, track payments, and follow up on overdue collections.
• Oversee contract renewals, re-negotiations, and proactive engagement ahead of expiry.
• Identify opportunities for pricing optimization and service expansion.
• 7+ years of experience in Customer Success, Account Management, or Operations (preferably in e-commerce, logistics, or fulfilment).
• Proven leadership experience, with a track record of building and managing high-performing teams.
• Strong problem-solving and analytical skills with a proactive, solutions-oriented mindset.
• Excellent communication and stakeholder management abilities, both internal and external.
• Hands-on experience with contract management, SLAs, billing, and financial reconciliations.
• Proficiency in Excel, CRM tools, and ticketing systems.
• Proven leadership experience, with a track record of building and managing high-performing teams.
• Strong problem-solving and analytical skills with a proactive, solutions-oriented mindset.
• Excellent communication and stakeholder management abilities, both internal and external.
• Hands-on experience with contract management, SLAs, billing, and financial reconciliations.
• Proficiency in Excel, CRM tools, and ticketing systems.

• Annual Bonus

• 25 Days Leave.

• Health Insurance.

• Generous Equipment Allowance.

• Annual L&D Support.