Lead Customer Success Manager

Cloudstaff Philippines Inc.; Makati; Hybrid; PHP 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Comprehensive health and life ins

Leave credits

Flexible leave credits

Career advancement

PC/Laptop provided

Office perks and snacks

Job summary

Cloudstaff Philippines Inc. is hiring a Customer Success Manager in Makati for a hybrid, night-shift role. You will lead a pod of 6–10 CSMs, guiding adoption, retention and expansion across thousands of Emerging accounts while keeping direct customer contact limited to escalations.

The Manager will own the team’s performance, design playbooks, and drive process improvements, mentoring staff, and collaborating with Sales, Product and Services to align strategies with customer and business goals.

Qualifications

• 5+ years in customer success, customer care, or a related field, with at least 2 years in a formal people‑management role.
• Proven track record managing a transactional, high-volume book of business and improving team-level retention/expansion.
• Strong familiarity with CS automation tooling and process/playbook design.
• Data-driven; comfortable setting, tracking, and being held accountable for team KPIs.
• Demonstrated ability to coach and develop individual contributors into stronger performers.

Responsibilities

• Hire, onboard, coach, and manage the performance of a team of 6-10 CSMs.
• Run 1:1s, team performance reviews, and career development plans; identify and develop future CSM Leads.
• Foster a collaborative, accountable, high-performance team culture.
• Own team capacity planning - portfolio sizing, workload balance, and hiring requests to the Director.
• Accountable for the health of the team’s full book of business and escalation handling.
• Oversee one-to-many account management to ensure timely support and proactive guidance at scale.

Skills

Customer Success

People Management

Data-driven

High-volume book

Coaching

Job description

Cloudstaff Philippines Inc. is hiring a Customer Success Manager in Makati for a hybrid, night-shift role. You will lead a pod of 6–10 CSMs, guiding adoption, retention and expansion across thousands of Emerging accounts while keeping direct customer contact limited to escalations.

The Manager will own the team’s performance, design playbooks, and drive process improvements, mentoring staff, and collaborating with Sales, Product and Services to align strategies with customer and business goals.