Customer Success Manager — Lead & Scale Team

Cloudstaff Philippines Inc.; Makati; On-site; PHP 1,200,000 - 2,000,000; Full time

Benefits offered by this job

HMO Coverage on dependents

Office perks & events

Company provided PC/Laptop

Job summary

Cloudstaff Philippines Inc. seeks a Manager, Customer Success to lead a pod of 6–10 CSMs responsible for adoption, retention, and expansion within Emerging accounts.

This strong people-management role shifts focus from individual touchpoints to building playbooks and operating rhythms for high-volume success. You will own team health metrics, coach managers, collaborate with Sales and Product, and design scalable processes that improve KPIs such as GRR/NRR, time-to-value, and CSAT across the

Qualifications

• 5+ years in customer success, with at least 2 years in a formal people-management role.
• Proven track record managing a high-volume book of business and improving team-level retention/expansion.
• Data-driven; comfortable setting, tracking, and accountability for team KPIs.

Responsibilities

• Hire, onboard, coach, and manage the performance of a team of 6–10 CSMs.
• Run 1:1s, team performance reviews, and career development plans; identify future CSM Leads.
• Foster a collaborative, high-performance team culture and manage capacity planning.
• Own team health metrics, escalation handling, and account health across the book of business.
• Partner with Sales, Product, and Services to align account strategies with customer and business objectives.

Skills

People management

Customer success

Team leadership

KPI tracking

CS automation tools

Job description

Cloudstaff Philippines Inc. seeks a Manager, Customer Success to lead a pod of 6–10 CSMs responsible for adoption, retention, and expansion within Emerging accounts.

This strong people-management role shifts focus from individual touchpoints to building playbooks and operating rhythms for high-volume success. You will own team health metrics, coach managers, collaborate with Sales and Product, and design scalable processes that improve KPIs such as GRR/NRR, time-to-value, and CSAT across the