Customer Success Leader — Drive Retention & Growth

ECAM Technologies Corporation; Pasig; On-site; PHP 900,000 - 1,200,000; Full time

Benefits offered by this job

Day 1 HMO for you and two dependents

Annual and Performance Based Salary In

Additional Leave Credits

Job summary

ECAM Technologies Corporation is seeking a Manager of Customer Success in Metro Manila to lead a team of Customer Success Specialists and ensure a consistently high-quality customer experience across accounts.

The role serves as a key link between the CS team and senior leadership, translating strategies into effective execution and driving customer satisfaction, value, retention, and growth.

Qualifications

• Bachelor’s degree preferred.
• 5+ years’ experience working in Customer Success, Account Management, or related customer-facing capacity.
• 2+ years’ experience leading or managing a Customer Success or Account Management team.
• Experience managing a team of 5+ employees in a customer-facing or operational environment.
• Proven ability to build and maintain strong, lasting relationships with customers and internal stakeholders.
• Demonstrates strong people leadership, coaching, and performance management skills.
• Strong critical thinking and problem-solving skills with the ability to anticipate customer and business needs.
• Strong issues mitigation and escalation management skills with a “tough skin” and ability to remain composed in difficult situations.

Responsibilities

• Lead, coach, develop and manage day-to-day performance and activities of the Customer Success team to ensure consistent customer service and achievement of team objectives.
• Build and maintain strong customer relationships and provide support to the team in managing key customer accounts and complex customer situations.
• Oversee customer escalations and high-priority issues, providing guidance to CSMs and directly engaging with customers when necessary.
• Coach team members on issue mitigation, problem solving, communication, and appropriate escalation practices while maintaining a high level of customer satisfaction.
• Monitor and manage team KPIs, including customer satisfaction, retention, response times, outreach activity, account engagement, productivity, and other Customer Success indicators.

Skills

Customer success leadership

Account management

People leadership

Data analysis

Cross-functional collaboration

Communication

Problem solving

Education

Bachelor’s degree preferred

Job description

ECAM Technologies Corporation is seeking a Manager of Customer Success in Metro Manila to lead a team of Customer Success Specialists and ensure a consistently high-quality customer experience across accounts.

The role serves as a key link between the CS team and senior leadership, translating strategies into effective execution and driving customer satisfaction, value, retention, and growth.