Lead, Success Services

Acquire Intelligence; Pasig; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Acquire Intelligence is seeking a Dedicated Success Engineer leader to guide strategic customer accounts, build trusted advisor relationships, and drive platform adoption. You will coordinate with support, product, and services teams to ensure successful outcomes and value realization.

The role emphasizes coaching, onboarding, and ongoing development of the DSE team, with a focus on customer-first delivery and proactive problem resolution.

Qualifications

• Proven ability to drive customer success outcomes and value realization.
• Strong leadership and coaching skills for high-performing teams.
• Experience coordinating cross-functional groups across support, product, and engineering.
• Excellent stakeholder management and communication abilities.

Responsibilities

• Serve as the designated success leader for strategic customer accounts.
• Develop trusted advisor relationships with customer stakeholders.
• Conduct regular business reviews, planning sessions, and reviews.
• Drive platform adoption, optimization, and outcome realization.
• Provide proactive recommendations to improve customer outcomes.
• Coordinate with support, product, services, and customer success teams.
• Coach and mentor DSEs; onboard and enable new hires.
• Lead weekly 1-to-1 sessions and ensure process consistency.
• Support escalations and collaborate on cross-functional delivery.
• Contribute to playbooks, onboarding materials, and guidelines.

Skills

Customer success

Leadership

Mentoring

Stakeholder Mgmt

Cross-functional

Escalation mgmt

Job description

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

Essential Functions Dedicated Success Engineer Responsibilities

• Serve as the assigned DSE for a designated strategic customer account.
• Develop and maintain trusted advisor relationships with customer stakeholders.
• Conduct regular customer meetings, service reviews, and planning sessions.
• Drive customer adoption, optimization, and platform value realization.
• Provide proactive recommendations to improve customer outcomes.
• Coordinate support, product, services, and customer success activities.
• Assist with escalations and complex customer issues.

Coaching & Mentorship Responsibilities

• Maintain customer success plans, account roadmaps, action plans, and documented commitments.
• Provide day-to-day coaching for assigned DSE team members.
• Support onboarding and enablement of newly hired DSEs.
• Share best practices, customer success strategies, and technical knowledge.
• Conduct regular mentoring sessions and development discussions.
• Help team members navigate customer challenges, escalations, and complex delivery scenarios.
• Assist in developing future senior DSEs and team leads.

Operational Leadership Responsibilities

• Lead 1 to 1 sessions with your team each week.
• Drive consistency in DSE processes, standards, and customer engagement practices.
• Review customer plans, service reviews, and deliverables for quality and completeness.
• Help monitor team workload, capacity, utilization, and customer assignment strategy.
• Identify operational risks and proactively escalation concerns.
• Participate in workforce planning, resource allocation, and account transition discussions.
• Contribute to DSE playbooks, onboarding materials, program documentation, and operational guidelines.

Escalation & Cross-Functional Support

• Act as a senior escalation resource for the DSE team.
• Assist with high-priority customer situations and complex support scenarios.
• Partner with Support, Product, Professional Services, Customer Success, and Engineering to remove blockers.
• Represent the DSE team in operational reviews and cross-functional planning discussions.
• Provide practical feedback to leadership on program risks, customer needs, and team readiness.

Leadership Expectations

• Lead by example through strong customer engagement, ownership, and service delivery.
• Reinforce Riskonnect values and a customer-first Premium Services culture.
• Promote accountability, collaboration, knowledge sharing, and continuous improvement.
• Support employee engagement, retention, and career pathing initiatives.
• Serve as a trusted resource for managers, peers, and developing DSE team members.

Join the A-Team and experience the A-Life!