Customer Success Team Lead – SaaS & Cloud Platforms

Sutherland; Metro Manila; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

Sutherland in Metro Manila is seeking a Customer Success Team Manager to lead a world‑class team delivering exceptional client experiences in a cloud and SaaS environment. You will supervise day‑to‑day operations, design strategies to improve satisfaction and retention, and ensure performance metrics are met or exceeded.

The ideal candidate has 5+ years in customer or account management, with 2+ years leading Customer Success teams in SaaS or telecom, and a proven ability to drive adoption,

Qualifications

• BA/BS degree or equivalent work experience, MBA preferred but not required.
• 5+ years of customer or account management experience including 2+ years managing high‑performing Customer Success teams at a SaaS or telecommunications company.
• Experience in hiring, mentoring, and growing a team of Customer Success Managers.
• Proven experience driving adoption and leveraging customer success best practices.
• Demonstrated ability to develop strategies to address business metrics, translate them into initiatives and track successful delivery.
• Possesses executive presence with communication that drives results and motivates the team.
• Thrives in ambiguity as part of a growing and expanding team.
• Demonstrated ability to effectively collaborate across organizational boundaries.
• Experience successfully working with senior (C-level) executives.
• Experience effectively addressing escalated client issues with speed and urgency.

Responsibilities

• Drive value for customers by being an expert on best practices in change management, finding ways for CSMs to deeply understand our customers’ objectives and deliver value‑based solutions, and determining how to define, drive, and demonstrate ROI delivered.
• Drive alignment with internal teams including Renewals Sales Managers and Expansion teams by aligning with R&E on renewal and up‑sell strategy and focusing on selling with a retention focus.
• Recruit, mentor, and inspire a world‑class team by setting expectations, giving feedback, conducting interviews, and creating a customer‑first culture.
• Drive operational excellence by continuously tracking and communicating metrics to the team to promote transparency, drive behaviors, and report on metrics.

Skills

Customer success management

Leadership

Cross-functional collaboration

Renewals strategy

Executive presence

Education

BA/BS degree or equivalent

MBA preferred

Job description

Sutherland in Metro Manila is seeking a Customer Success Team Manager to lead a world‑class team delivering exceptional client experiences in a cloud and SaaS environment. You will supervise day‑to‑day operations, design strategies to improve satisfaction and retention, and ensure performance metrics are met or exceeded.

The ideal candidate has 5+ years in customer or account management, with 2+ years leading Customer Success teams in SaaS or telecom, and a proven ability to drive adoption,