Manager, Customer Success US Shift I Hybrid I Makati

Cloudstaff Philippines Inc.; Philippines; Hybrid; PHP 1,200,000 - 2,400,000; Full time

Benefits offered by this job

HMO Coverage on employment start

Company-provided PC/Laptop

Fiber internet connection

Night shift allowance

Job summary

Cloudstaff Philippines Inc. is seeking a Manager, Customer Success for a US Shift (Night) hybrid role in Makati. You will lead a pod of 6–10 CSMs, drive adoption, retention, and expansion, and translate strategy into scalable processes.

You will own team performance, coaching, and process design, while maintaining escalation control and cross-functional collaboration with Sales, Product, and Services.

Qualifications

• 5+ years in customer success with at least 2 years in people management.
• Proven track record managing a high-volume book of business and improving team-level retention/expansion.
• 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 health of the team’s full book of business; escalation point for high-priority issues.
• Oversee one-to-many account management to ensure clients receive timely support at scale.
• Owns team-level GRR/NRR targets and the operating plan to reach them.
• Identify opportunities to streamline processes through automation and playbooks.

Skills

People management

Customer success

Data-driven

Coaching

Automation tooling

Job description

Manager, Customer Success US Shift I Hybrid I Makati Apply

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2-3 years

Night Shift

JR-22126

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).

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.

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.