Customer Success Manager | WFH

HCL Technologies Philippines Inc; Taguig; Hybrid; PHP 1,000,000 - 1,400,000; Full time

Benefits offered by this job

WFH with onsite option

Job summary

HCL Technologies Philippines Inc. seeks a Customer Success Manager to lead leaders and support teams, manage stakeholder relationships, oversee business performance, and drive continuous improvement initiatives that enhance customer satisfaction and operational efficiency.

The role focuses on operational leadership, customer success and adoption, and reporting. It requires strategic, data-driven leadership, strong communication with executives, and experience scaling customer operations in a

Qualifications

• 6+ years in Customer Success, onboarding, platform operations, or account management.
• Experience leading teams of 15–50+ employees.
• Proven ability to manage onboarding, adoption, or lifecycle programs.
• Strong stakeholder management and executive communication skills.
• Proficiency with CRM platforms, reporting tools, dashboards, Excel, Power BI, PowerPoint.
• Knowledge of user onboarding, access management, and platform operations.
• Ability to lead large-scale customer operations in a fast-paced environment.

Responsibilities

• Own delivery and performance of onboarding and platform support.
• Lead multiple team leads and support specialists to hit KPIs and SLAs.
• Drive adoption, retention, and customer satisfaction initiatives.
• Communicate insights and risks to leadership with data-driven plans.
• Oversee governance reviews and collaboration with product, engineering, and operations.
• Lead hiring, performance reviews, and career development for the team.
• Develop dashboards and executive reports to track KPIs and trends.
• Identify process gaps and drive continuous improvement and automation.

Skills

CRM platforms

Dashboards

Reporting tools

Excel

Power BI

PowerPoint

Onboarding programs

Stakeholder management

Tools

Power BI

Excel

PowerPoint

CRM platforms

Job description

We are seeking Customer Success Manager to lead leaders and support teams, manage stakeholder relationships, oversee business performance, and drive continuous improvement initiatives that enhance customer satisfaction and operational efficiency.

Key Responsibilities

• Operational Leadership

  o Own overall delivery and performance of the Customer Onboarding & Platform Support function.

  o Manage multiple Team Leads and support specialists.

  o Establish operational KPIs, SLAs, and performance standards.

  o Drive productivity, quality, customer satisfaction, and adoption goals.

  o Ensure operational readiness for new programs, launches, and process changes

• Customer Success & Adoption

  o Develop strategies to improve customer onboarding completion rates and platform adoption.

  o Review customer health metrics and identify at-risk accounts.

  o Drive customer retention and engagement initiatives.

  o Oversee customer escalation management and executive-level communications.

• Stakeholder Management

  o Act as primary point of contact for organization business stakeholders.

  o Lead governance reviews, operational reviews, and business performance discussions.

  o Collaborate with Product, Engineering, Customer Success, Operations, and Program Management teams.

  o Present business insights, risks, trends, and improvement plans to leadership.

• People Leadership

  o Lead a team of Team Leads, SMEs, and Analysts.

  o Drive hiring, workforce planning, succession planning, and talent development.

  o Conduct performance reviews, coaching sessions, and career development discussions.

  o Foster a customer-centric and high-performance culture.

• Reporting & Business Insights

  o Own operational dashboards and executive reporting.

  o Analyse onboarding trends, adoption metrics, customer feedback, and operational performance.

  o Provide data-driven recommendations for process optimization.

  o Track KPIs such as: SLA adherence, Customer adoption rate, CSAT/NPS, Time-to-value, Escalation volume, Team productivity, and Quality metrics

• Process Excellence

  o Drive continuous improvement and automation initiatives.

  o Identify process gaps and implement corrective actions.

  o Ensure compliance with operational procedures and governance frameworks.

  o Lead change management and operational transformation projects.

Qualifications

• Must have 6+ years of experience in Customer Success, Customer Onboarding, Customer Support, Platform Operations, Service Desk, or Account Management.
• At least 2 years of leadership experience managing teams of 15-50+ employees.
• Experience managing customer onboarding, adoption, or lifecycle programs.
• Strong stakeholder management, executive communication, and analytical skills.
• Proficiency in CRM platforms, reporting tools, dashboards, Excel, Power BI, and PowerPoint.
• Knowledge of user onboarding, access management, and platform operations.
• Proven ability to lead large-scale customer operations in a fast-paced environment.

What We’re Looking For

• Strategic, data-driven, and customer-focused leader.
• Strong stakeholder management and executive presence.
• Experience driving change, process improvement, and operational excellence.
• Skilled in coaching, developing, and leading high-performing teams.
• Strong ownership, accountability, and escalation management capabilities.

Work Schedule & Setup

• Shift: 3:00 PM to 12:00 AM PH Time
• Work Setup: Primarily WFH, with the flexibility to report onsite in McKinley Taguig as required by business needs