Manager, Customer Success (US Shift) | Hybrid | Night Shift

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

We're Hiring: Customer Success Manager

Role: Customer Success Manager
Work Arrangement: Hybrid
Location: Philippines - Makati
Schedule: Night Shift

Job Description

The Manager, Customer Success leads a pod of CSMs delivering adoption, retention, and expansion outcomes for the Emerging accounts book. This is the first true people-management layer in the CS career ladder: the Manager's job shifts from executing individual customer touchpoints to building the team, the playbooks, and the operating rhythm that let a team of CSMs perform consistently at volume.

The Manager owns their team’s retention and adoption targets, is the escalation point for high-priority customer issues, and translates the Director’s strategy into repeatable process. They retain a small amount of direct customer contact - primarily escalations and at-risk accounts - but the majority of their time is spent on team performance, coaching, and process design.

Key Responsibilities

People Leadership

• 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.

Customer & Escalation Ownership

• Accountable for the health of the team’s full book of business (collectively spanning thousands of Emerging accounts) without holding an individual portfolio.

• Act as the escalation point for high-priority or at-risk customer issues, resolving them directly or mobilizing the right resources.

• Oversee one-to-many account management to ensure clients receive timely support and proactive guidance at scale.

Financial & Commercial Scope

• Owns team-level GRR/NRR targets and is accountable for hitting them - sets the operating plan to get there, within targets set by the Director.

• Has limited, policy-bound authority to approve service credits or minor concessions to save an at-risk renewal; escalates anything beyond policy to the Director.

• Builds the business case (with data) for at-risk renewals or exception approvals that require Director or Sales sign-off.

Operational Excellence & Process

• Identify opportunities to streamline processes through automation, enabling efficient service delivery at scale.

• Create and maintain playbooks and best practices for common customer scenarios across the team.

• Track and analyze team KPIs (adoption, retention, expansion) and implement strategies to improve outcomes.

• Drive standardization in customer engagement, reporting, and success planning across the team.

Cross-Functional Collaboration

• Partner with Sales, Product, and Services to align account strategies with customer and business objectives.

• Represent the voice of the customer to inform product development and company-wide process improvements.

Metrics for Success

• Team GRR / NRR against target.

• Team-wide adoption rate and time-to-first-value.

• Escalation resolution time and at-risk account save rate.

• Team CSAT, SLA adherence, and playbook/automation adoption.

• Team engagement and retention (of CSMs).

Qualifications and requirements

Key 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.

Perks & Benefits (Work From Office/Hybrid)

• Comprehensive health and life insurance on your 16th day of employment, covering 1 free dependent on the 16th day of employment

• Up to 24 leave credits per year

• Flexible leave credits which may be used for vacation, emergency and sick leaves

• Endless opportunities for career advancement

• Exclusive ATM inside the office for employee's convenience

• Annual Performance Review with Salary Increase

• We set you up for success with a company-provided PC/Laptop and fiber internet connection

• Look forward to weekly office perks for work from office staff – Free Coffee, Meals and Beer Fridays!

• Top notch workplace with first class VIP lounge and game rooms

• Child friendly spaces to cater to the needs of employees with children, enhancing work-life balance

• Participate and join our CS Social Clubs and Special Interest Groups to connect with colleagues

• Mental Wellness Employee Assistance program through Lifeworks

• In-house psychiatrist available to support employees' well-being

• Become part of the Employee Share Units program

• Cloudstaff Dream Points - To be used for bidding useful items like appliances, kitchenettes etc.

Cloudstaff : Build Your Career, Anywhere

Established in 2005, Cloudstaff is a leading outsourcing company that empowers businesses to thrive through smarter talent solutions. We're passionate about creating a work environment that fosters your professional growth and overall well-being.

Why Cloudstaff is the #1 Workplace?

• Award-winning Culture: We're committed to building the #1 Workplace Everywhere, with a proven track record of staff engagement initiatives and industry recognition
• Invest in You: We support your development through comprehensive training programs, mentoring and opportunities for career advancement
• Thrive as an Individual: We offer a strong work-life balance with flexible schedules, meaningful perks and a collaborative team environment