EdTech Customer Success Team Lead

Interview Kickstart

Hinoba-an

On-site

PHP 900,000 - 1,300,000

Full time

9 days ago

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Job summary

Interview Kickstart is seeking a Customer Success Team Lead in the Philippines to manage and mentor a group of CS Associates, driving learner success and retention across cohorts. You will coach team members, review performance, and address at-risk learners while partnering with Operations and other stakeholders to enhance the overall learner experience.

You will ensure onboarding and follow-up processes are consistently executed, monitor KPIs, and translate data into actionable improvements.

Qualifications

2–5 years of experience in Customer Success or related functions.
1–2 years leading or mentoring a team.
Strong people-management and coaching skills.
Excellent spoken and written English.
Customer-first mindset with problem-solving ability.
Experience managing escalations and complex customer conversations.
Understanding of engagement, retention, and lifecycle metrics.
Ability to translate data into clear team actions.
Strong organizational skills and stakeholder management.
Proficient with Google Sheets, Excel, and CRM/reporting tools.

Responsibilities

Manage and mentor a team of Customer Success Associates to deliver a high-quality learner experience.
Set expectations, monitor performance, and drive achievement of CS KPIs.
Conduct 1:1s, reviews, coaching, and feedback with team members.
Monitor learner engagement, retention, completion, and deferral trends across cohorts.
Review portfolios and ensure timely action on at-risk learners.
Handle complex learner concerns and escalations with urgency.
Support retention conversations and high-priority learner cases.
Ensure onboarding, engagement, follow-ups, retention, and support processes are followed.
Collaborate with Operations, Mentors, Career Coaches, Support, and others to resolve issues.
Identify trends from learner feedback and propose process or product improvements.
Own dashboards, trackers, and reports; perform regular performance reviews.
Analyze team data to identify gaps and drive productivity improvements.
Perform regular quality checks on calls, emails, chats, and learner interactions.
Identify training needs and work with leadership to close performance gaps.
Drive process improvements and adopt new tools and practices.
Assist with capacity planning and workload distribution across cohorts.
Maintain accurate CRM updates and documentation.
Foster a culture of accountability, collaboration, and customer ownership.