Customer Success Manager: Lead & Elevate the Team

ECAM; Pasig; On-site; PHP 1,000,000 - 1,600,000; Full time

Benefits offered by this job

Health Insurance (Day 1) with dependap

Annual Salary Increase

Additional Leave Credits

Job summary

ECAM is seeking a Manager of Customer Success to lead and develop a team of Customer Success Specialists while ensuring a consistently high-quality customer experience across assigned accounts. The role serves as a customer advocate and people leader driving satisfaction, value, retention, and growth.

The Manager will partner with senior leadership to translate strategies into execution, identify opportunities to improve processes, engagement, and overall business performance, and ensure

Qualifications

• Bachelor’s degree preferred.
• 5+ years’ experience in Customer Success, Account Management, or related customer-facing role.
• 2+ years’ experience leading a Customer Success or Account Management team.

Responsibilities

• Lead, coach, develop and manage day-to-day performance of the Customer Success team to ensure high-quality service and achievement of objectives.
• Build and maintain strong customer relationships and support the team in managing key accounts and complex situations.
• Oversee escalations and high-priority issues, guiding CSMs and engaging with customers when necessary.
• Coach team members on issue mitigation, problem solving, communication, and escalation practices while maintaining customer satisfaction.

Skills

Customer Success Leadership

Team Coaching

Staff Development

Account Management

Data Analysis

Relationship Building

Communication Skills

Problem Solving

Performance Management

Escalation Management

Education

Bachelor's degree

Job description

ECAM is seeking a Manager of Customer Success to lead and develop a team of Customer Success Specialists while ensuring a consistently high-quality customer experience across assigned accounts. The role serves as a customer advocate and people leader driving satisfaction, value, retention, and growth.

The Manager will partner with senior leadership to translate strategies into execution, identify opportunities to improve processes, engagement, and overall business performance, and ensure