Customer Success Manager (US Shift) I Hybrid I Makati

Cloudstaff Philippines Inc.; Philippines; On-site; PHP 800,000 - 1,100,000; Full time

Benefits offered by this job

HMO Coverage on 16th day with one free

Mid-Year Parties

Office ATM

Company PC/Laptop provided

Weekly office perks: Free Coffee,Meals

VIP lounge and game rooms

Child-friendly spaces

CS Social Clubs

International career growth

Referral incentives

Mental Wellness program Lifeworks

Employee Share Units

Cloudstaff Dream Points

Job summary

Cloudstaff Philippines Inc. is seeking a seasoned Customer Success Manager to lead and develop a 6–10 member CS team. You will drive performance, coaching, and career growth while ensuring high adoption, retention, and account expansion across Emerging accounts.

Join a vibrant, award-winning workspace in the Philippines with strong colleagues, training, and growth opportunities. This role emphasizes data-driven decision-making and cross-functional collaboration.

Qualifications

• 5+ years in customer success or customer care.
• 1–2 years leading and developing high-performing teams.
• Proven success managing high-volume accounts and improving retention.
• Experience with CS automation tools and playbooks.
• Data-driven; tracks and achieves team KPIs.
• Strong coaching and talent development skills.

Responsibilities

• Lead, coach, and develop a team of 6–10 Customer Success Managers.
• Conduct performance reviews, coaching sessions, and career development planning.
• Foster a collaborative, accountable, high-performing team culture.
• Manage team capacity, workload distribution, and hiring recommendations.
• Oversee customer adoption, retention, and expansion across Emerging accounts.
• Resolve high-priority customer escalations and at-risk account issues.
• Own team retention targets and drive customer success outcomes.
• Develop playbooks, standardize processes, and improve operational efficiency.
• Track team KPIs and implement strategies to improve performance.
• Partner with Sales, Product, and Services to enhance customer success.

Skills

Team leadership

Coaching

Data-driven decisions

KPI tracking

Performance management

Talent development

Stakeholder collaboration

Tools

CS automation tools

Playbook development

Job description

Job Description

We are currently on the lookout for a newCustomer Success Managerto join ourteam atCloudstaff, the #1 Workplace Everywhere!

• Lead, coach, and develop a team of 6–10 Customer Success Managers.
• Conduct performance reviews, coaching sessions, and career development planning.
• Foster a collaborative, accountable, high-performing teamculture.
• Manage team capacity, workload distribution, and hiring recommendations.
• Oversee customer adoption, retention, and expansion across Emerging accounts.
• Resolve high-priority customer escalations and at-risk account issues.
• Own team retention targets and drive customer success outcomes.
• Develop playbooks, standardize processes, and improve operational efficiency.
• Track team KPIs and implement strategies to improve performance.
• Partner with Sales, Product, and Services to enhance customer success.

Qualifications and Requirements

• 5+years ofcustomer success or customer care experience.
• 1–2 years leading and developing high-performing teams.
• Proven success managing high-volume accounts and improving retention.
• Experienced with CS automation tools and playbook development.
• Data-driven;tracks and achieves team KPIs.
• Strong coaching and talent development skills.

Perks and Benefits

• HMO Coverage on your 16th day of employment, covering 1 free dependent on the 16th day of employment
• Superb and exciting Mid-Year Parties – with items to give away and cash prizes!
• Exclusive ATM inside the office for employee's convenience
• We set you up for success with a company-provided PC/Laptop and fiber internet connection
• Look forward to weekly office perks for work from office staff – Free Coffee, Meals and Beer Fridays!
• Top notch workplace with first class VIP lounge and game rooms
• Child friendly spaces to cater to the needs of employees with children, enhancing work-life balance
• Participate and join our CS Social Clubs and Special Interest Groups to connect with colleagues
• International career growth and connections
• Unlimited cash incentives for hired referrals
• Mental Wellness Employee Assistance program through Lifeworks In-house psychiatrist available to support employees' well-being
• Become part of the Employee Share Units program
• Cloudstaff Dream Points - To be used for bidding useful items like appliances, kitchenettes etc.
  

Cloudstaff : Build Your Career, Anywhere

Established in 2005, Cloudstaff is a leading outsourcing company that empowers businesses to thrive through smarter talent solutions. We're passionate about creating a work environment that fosters your professional growth and overall well-being.

Why Cloudstaff is the #1 Workplace?

• Award-winning Culture: We're committed to building the #1 Workplace Everywhere, with a proven track record of staff engagement initiatives and industry recognition
• Invest in You: We support your development through comprehensive training programs, mentoring and opportunities for career advancement
• Thrive as an Individual: We offer a strong work-life balance with flexible schedules, meaningful perks and a collaborative team environment