Customer Success Team Lead — Scale & Retain High-Impact CSMs

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

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.