Senior Customer Success Leader: Onboarding & Adoption

HCL Technologies Philippines Inc; Taguig; Hybrid; PHP 1,000,000 - 1,400,000; Full time

Benefits offered by this job

WFH with onsite option

Job summary

HCL Technologies Philippines Inc. seeks a Customer Success Manager to lead leaders and support teams, manage stakeholder relationships, oversee business performance, and drive continuous improvement initiatives that enhance customer satisfaction and operational efficiency.

The role focuses on operational leadership, customer success and adoption, and reporting. It requires strategic, data-driven leadership, strong communication with executives, and experience scaling customer operations in a

Qualifications

• 6+ years in Customer Success, onboarding, platform operations, or account management.
• Experience leading teams of 15–50+ employees.
• Proven ability to manage onboarding, adoption, or lifecycle programs.
• Strong stakeholder management and executive communication skills.
• Proficiency with CRM platforms, reporting tools, dashboards, Excel, Power BI, PowerPoint.
• Knowledge of user onboarding, access management, and platform operations.
• Ability to lead large-scale customer operations in a fast-paced environment.

Responsibilities

• Own delivery and performance of onboarding and platform support.
• Lead multiple team leads and support specialists to hit KPIs and SLAs.
• Drive adoption, retention, and customer satisfaction initiatives.
• Communicate insights and risks to leadership with data-driven plans.
• Oversee governance reviews and collaboration with product, engineering, and operations.
• Lead hiring, performance reviews, and career development for the team.
• Develop dashboards and executive reports to track KPIs and trends.
• Identify process gaps and drive continuous improvement and automation.

Skills

CRM platforms

Dashboards

Reporting tools

Excel

Power BI

PowerPoint

Onboarding programs

Stakeholder management

Tools

Power BI

Excel

PowerPoint

CRM platforms

Job description

HCL Technologies Philippines Inc. seeks a Customer Success Manager to lead leaders and support teams, manage stakeholder relationships, oversee business performance, and drive continuous improvement initiatives that enhance customer satisfaction and operational efficiency.

The role focuses on operational leadership, customer success and adoption, and reporting. It requires strategic, data-driven leadership, strong communication with executives, and experience scaling customer operations in a