Senior Customer Success Manager - SaaS & Incident Lead

Mosed Corporation; Philippines; On-site; PHP 1,200,000 - 2,400,000; Full time

Job summary

Mosed Corporation aims to elevate the customer experience on its asset management platform, MyAssets. As Customer Success Manager you will lead a CS team, set service standards, and drive end-to-end support excellence across onboarding, support and retention.

You will manage daily operations, train and QA staff, track performance and push continuous improvements while collaborating with Marketing, Sales and tech teams to ensure top-tier user satisfaction.

Qualifications

• Deep understanding of Customer Success service principles, practices and performance standards.
• Proven track record leading a Customer Success function within a technical support, troubleshooting or SaaS environment.
• High level proficiency with HubSpot and Genesys; familiarity with Stripe or similar platforms is a plus.
• Strong leadership and people-management skills.
• Excellent verbal and written communication in English with clear stakeholder messaging.
• Outstanding problem-solving and initiative to drive long-term improvements.

Responsibilities

• Develop, implement and maintain CS policies, procedures and service standards.
• Lead and manage a team of CS Specialists and a Team Lead to ensure customer satisfaction and issue resolution.
• Support Training and QA Specialist in developing training programs and QA standards.
• Monitor team performance and implement improvement plans as necessary.
• Track customer satisfaction and identify opportunities for improvement.
• Drive continuous improvement of CS processes to enhance efficiency and outcomes.
• Identify and implement training to enhance technical knowledge for the team.
• Monitor industry trends and opportunities to improve customer experience.
• Collaborate with cross-functional teams to resolve issues promptly; act as Incident Manager during major outages.
• Conduct regular one-on-one coaching and represent CS in leadership meetings.

Skills

Customer success leadership

Team management

English communication

Incident management

Process improvement

Cross-functional collaboration

Training and QA

SaaS knowledge

Education

Bachelor's degree in a related field

Tools

HubSpot

Genesys

Stripe

Job description

Mosed Corporation aims to elevate the customer experience on its asset management platform, MyAssets. As Customer Success Manager you will lead a CS team, set service standards, and drive end-to-end support excellence across onboarding, support and retention.

You will manage daily operations, train and QA staff, track performance and push continuous improvements while collaborating with Marketing, Sales and tech teams to ensure top-tier user satisfaction.