Customer Success Leader - Growth & Strategy

ECAM; Iloilo City; On-site; PHP 1,200,000 - 1,500,000; Full time

Job summary

ECAM is seeking a Manager, Customer Success to lead a team of Customer Success Specialists and ensure an exceptional customer experience across assigned accounts. This role acts as a customer advocate and people leader responsible for satisfaction, value, retention and growth.

You will translate strategy into execution, coach team members, and drive ongoing process improvements. The ideal candidate has a strong background in customer success leadership, data-driven decision making, and the

Qualifications

• Bachelor’s degree preferred.
• 5+ years in Customer Success, Account Management, or similar.
• 2+ years leading or managing a Customer Success or Account Management team.

Responsibilities

• Lead and develop the Customer Success team to ensure high-quality service.
• Maintain strong customer relationships across assigned accounts.
• Oversee escalations and guide team on issue mitigation and escalation.
• Coach team on communication, problem solving and performance.
• Monitor KPIs: customer satisfaction, retention, response times and engagement.
• Analyze trends and data to identify risks and opportunities.
• Conduct regular 1:1s, coaching, and development discussions.
• Staffing, scheduling and weekend/holiday coverage to meet service levels.
• Support proactive engagement strategies to increase adoption and retention.
• Collaborate with Sales and cross-functional teams on growth opportunities.
• Ensure accurate data across platforms and assist with basic technical issues.
• Provide reporting to leadership on health, risk and performance.

Skills

People leadership

Customer advocacy

Relationship building

Data analysis

Problem solving

Communication

Coaching

Performance management

Cross-functional collaboration

Strategic thinking

Education

Bachelor’s degree

Job description

ECAM is seeking a Manager, Customer Success to lead a team of Customer Success Specialists and ensure an exceptional customer experience across assigned accounts. This role acts as a customer advocate and people leader responsible for satisfaction, value, retention and growth.

You will translate strategy into execution, coach team members, and drive ongoing process improvements. The ideal candidate has a strong background in customer success leadership, data-driven decision making, and the