Manager, Customer Success US Shift I Hybrid I Makati

Cloudstaff Philippines Inc.; Makati; On-site; PHP 1,200,000 - 2,000,000; Full time

Benefits offered by this job

HMO Coverage on dependents

Office perks & events

Company provided PC/Laptop

Job summary

Cloudstaff Philippines Inc. seeks a Manager, Customer Success to lead a pod of 6–10 CSMs responsible for adoption, retention, and expansion within Emerging accounts.

This strong people-management role shifts focus from individual touchpoints to building playbooks and operating rhythms for high-volume success. You will own team health metrics, coach managers, collaborate with Sales and Product, and design scalable processes that improve KPIs such as GRR/NRR, time-to-value, and CSAT across the

Qualifications

• 5+ years in customer success, with at least 2 years in a formal people-management role.
• Proven track record managing a high-volume book of business and improving team-level retention/expansion.
• Data-driven; comfortable setting, tracking, and accountability for team KPIs.

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 future CSM Leads.
• Foster a collaborative, high-performance team culture and manage capacity planning.
• Own team health metrics, escalation handling, and account health across the book of business.
• Partner with Sales, Product, and Services to align account strategies with customer and business objectives.

Skills

People management

Customer success

Team leadership

KPI tracking

CS automation tools

Job description

Job Description

Role Overview

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 and Benefits

• HMO Coverage on your 16th day of employment, covering 1 free dependent on the 16th day of employment
• Superb and exciting Mid-Year Parties – with items to give away and cash prizes!
• Exclusive ATM inside the office for employee's convenience
• 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
• International career growth and connections
• Unlimited cash incentives for hired referrals
• 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.