Associate Manager - Team Manager - Tech

Sutherland Global; Manila; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

Sutherland Global in Manila is seeking a Customer Success Team Manager to lead a team delivering a world-class customer experience for clients. The role requires deep knowledge of cloud communications and strong leadership to drive retention and satisfaction while meeting performance metrics.

Responsibilities include coaching a high-performing team, aligning with renewal & expansion efforts, and shaping value-based solutions to customers’ objectives.

Qualifications

• 5+ years of customer or account management experience including 2+ years managing high-performing Customer Success teams in a SaaS or telecommunications company.
• Experience in hiring, mentoring, and growing a team of Customer Success Managers.
• Proven ability to develop strategies addressing business metrics and translate them into initiatives.

Responsibilities

• Drive value for customers by applying best practices in change management and ROI demonstration.
• Coordinate with Renewals Sales Managers and Expansion teams on renewal/up-sell strategy with a retention focus.
• Recruit, mentor, and inspire a world-class CS team with a customer-first culture.

Skills

Leadership

Customer Success

SaaS experience

Strategic thinking

Executive communication

Education

BA/BS or equivalent

MBA preferred

Tools

CRM systems

Job description

Company Description:

Artificial Intelligence. Automation. Cloud Engineering. Advanced Analytics.
For Enterprises, these are key factors of success. For us, they're our core expertise.

We work with global iconic brands. We bring them a unique value proposition through market-leading technologies and business process excellence. At the heart of it all is Digital Engineering - the foundation that powers rapid innovation and scalable business transformation.

We've created 363 unique and independent inventions, 250 of which are AI-based and rolled up under several patent grants in critical technologies. Leveraging our advanced products and platforms, we drive digital transformation at scale, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless "as-a-service" model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. With proven strategies and agile execution, we don't just enable change - we engineer digital outcomes.
Sutherland
Digital Outcomes.

Job Description:

The Customer Success Team Manager will lead a team of customer success representatives who are responsible for delivering a world-class customer experience to clients. The supervisor will manage the day-to-day operations of the team, develop, and implement strategies to improve customer satisfaction and retention rates and ensure the team is meeting or exceeding performance metrics. The ideal candidate will have experience in customer success management, a deep understanding of the cloud communication and collaboration space, and strong leadership skills.

Responsibilities:

• Drive value for customers by being an expert on best practices in change management, finding ways for CSMs to deeply understand our customers’ objectives and deliver value-based solutions, and determining how to define, drive, and demonstrate ROI delivered.
• Drive alignment with internal teams including Renewals Sales Managers and Expansion teams by aligning with R&E on renewal and up-sell strategy and focusing on selling with a retention focus.
• Recruit, mentor, and inspire a world-class team by setting expectations, giving feedback, conducting interviews, and creating a customer-first culture.
• Drive operational excellence by continuously tracking and communicating metrics to the team to promote transparency, drive behaviors, and report on metrics.

Qualifications:

• BA/BS degree or equivalent work experience, MBA preferred but not required.
• 5+ years of customer or account management experience including 2+ years managing high-performing Customer Success teams at a SaaS or telecommunications company.
• Experience in hiring, mentoring, and growing a team of Customer Success Managers.
• Proven experience driving adoption and leveraging customer success best practices.
• Demonstrated ability to develop strategies to address business metrics, translate them into initiatives and track successful delivery.
• Possesses executive presence with communication that drives results and motivates the team.
• Thrives in ambiguity as part of a growing and expanding team.
• Demonstrated ability to effectively collaborate across organizational boundaries.
• Experience successfully working with senior (C-level) executives.
• Experience effectively addressing escalated client issues with speed and urgency.

Additional Information:

All your information will be kept confidential according to EEO guidelines.