Customer Success Manager

Mosed Corporation; Philippines; On-site; PHP 1,200,000 - 2,400,000; Full time

Job summary

Mosed Corporation aims to elevate the customer experience on its asset management platform, MyAssets. As Customer Success Manager you will lead a CS team, set service standards, and drive end-to-end support excellence across onboarding, support and retention.

You will manage daily operations, train and QA staff, track performance and push continuous improvements while collaborating with Marketing, Sales and tech teams to ensure top-tier user satisfaction.

Qualifications

• Deep understanding of Customer Success service principles, practices and performance standards.
• Proven track record leading a Customer Success function within a technical support, troubleshooting or SaaS environment.
• High level proficiency with HubSpot and Genesys; familiarity with Stripe or similar platforms is a plus.
• Strong leadership and people-management skills.
• Excellent verbal and written communication in English with clear stakeholder messaging.
• Outstanding problem-solving and initiative to drive long-term improvements.

Responsibilities

• Develop, implement and maintain CS policies, procedures and service standards.
• Lead and manage a team of CS Specialists and a Team Lead to ensure customer satisfaction and issue resolution.
• Support Training and QA Specialist in developing training programs and QA standards.
• Monitor team performance and implement improvement plans as necessary.
• Track customer satisfaction and identify opportunities for improvement.
• Drive continuous improvement of CS processes to enhance efficiency and outcomes.
• Identify and implement training to enhance technical knowledge for the team.
• Monitor industry trends and opportunities to improve customer experience.
• Collaborate with cross-functional teams to resolve issues promptly; act as Incident Manager during major outages.
• Conduct regular one-on-one coaching and represent CS in leadership meetings.

Skills

Customer success leadership

Team management

English communication

Incident management

Process improvement

Cross-functional collaboration

Training and QA

SaaS knowledge

Education

Bachelor's degree in a related field

Tools

HubSpot

Genesys

Stripe

Job description

About the role

We have an exciting opportunity for a Customer Success Manager to join our CS Team for our client’s asset management platform, MyAssets*. In this pivotal leadership role, you will champion a seamless end-to-end customer experience by ensuring users receive exceptional support at every touchpoint. You will manage a team of CS Specialists and oversee daily operations, scheduling and productivity, incoming contacts and escalated cases to ensure they deliver exceptional customer support and achieve the highest possible service standards.

The ideal candidate is a strategic and hands-on leader with a deep mastery of modern customer success service principles and best practices.

Key Responsibilities

• Develop, implement and maintain Customer Success and Technical Support policies, procedures and service standards

• Lead and manage a team of Customer Success Specialists and a Team Lead to ensure customer satisfaction and issue resolution

• Manage and support the Training and QA Specialist in developing and implementing effective training programs and quality assurance standards and processes.

• Monitor and analyze the team's performance and implement improvement plans as necessary

• Monitor customer satisfaction levels and identify opportunities for improvement

• Drive the continuous improvement of Customer Success processes and procedures to enhance efficiency, effectiveness and overall customer satisfaction

• Identify and implement training and development programs for the team to enhance technical knowledge and skills

• Monitor industry trends, emerging technologies, tools and identify opportunities to enhance the customer experience

• Collaborate with cross-functional teams to ensure customer issues are resolved in a timely and effective manner

• Act as an Incident Manager/Coordinator during major incidents (i.e. service outages, critical issues, technical bugs)

• Conduct regular one-on-one meetings with the direct reports to provide feedback, coaching and mentoring

• Represent the Technical Support team in cross-functional meetings and provide updates to senior leadership

• Collaborate with Marketing and Sales to provide an exemplary user experience over the conversion, onboarding, support and retention of users

• In the event that the Company engages a 3rd party outsource provider(s), the employee will be engaged in the selection process, the management of ongoing service reviews, performance management and evaluation of deliverables and costs.

• Selection, management and reviews of additional support providers may be required as the platform is expanded globally.

• Participate in special projects and initiatives as assigned by management

Skills and Qualifications

• Deep understanding of Customer Success Service principles, practices and performance standards

• Proven track record leading a Customer Success Service function, ideally within a technical support, troubleshooting or SaaS environment

• High level proficiency with HubSpot and Genesys is highly advantageous, while familiarity with Stripe or similar payment platforms would be a distinct plus

• Strong leadership and people-management skills

• Ability to maintain a professional, calm demeanor under pressure in a fast-paced, start-up environment

• Excellent verbal and written communication skills in English, with the ability to effectively communicate complex information clearly to both internal and external stakeholders

• Exceptional interpersonal skills and the ability to build rapport with customers and colleagues

• Outstanding problem-solving and critical-thinking skills, with the ability to identify root causes and implement effective, sustainable solutions

• Highly adaptable, resourceful and collaborative, with a strong work ethic and willingness to do what needs to be done

• High attention to detail, with a strong focus on accuracy, quality and consistency

*MyAssets is a cloud-based platform built to deliver a complete and centralised asset management experience for its users. Physical or digital, personal or entrepreneurial – if it’s an asset, MyAssets can organise, track, and manage it.