Senior Customer Success Team Manager

Sutherland Global; Manila; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

Sutherland Global in Manila is seeking a Customer Success Team Manager to lead a team delivering a world-class customer experience for clients. The role requires deep knowledge of cloud communications and strong leadership to drive retention and satisfaction while meeting performance metrics.

Responsibilities include coaching a high-performing team, aligning with renewal & expansion efforts, and shaping value-based solutions to customers’ objectives.

Qualifications

• 5+ years of customer or account management experience including 2+ years managing high-performing Customer Success teams in a SaaS or telecommunications company.
• Experience in hiring, mentoring, and growing a team of Customer Success Managers.
• Proven ability to develop strategies addressing business metrics and translate them into initiatives.

Responsibilities

• Drive value for customers by applying best practices in change management and ROI demonstration.
• Coordinate with Renewals Sales Managers and Expansion teams on renewal/up-sell strategy with a retention focus.
• Recruit, mentor, and inspire a world-class CS team with a customer-first culture.

Skills

Leadership

Customer Success

SaaS experience

Strategic thinking

Executive communication

Education

BA/BS or equivalent

MBA preferred

Tools

CRM systems

Job description

Sutherland Global in Manila is seeking a Customer Success Team Manager to lead a team delivering a world-class customer experience for clients. The role requires deep knowledge of cloud communications and strong leadership to drive retention and satisfaction while meeting performance metrics.

Responsibilities include coaching a high-performing team, aligning with renewal & expansion efforts, and shaping value-based solutions to customers’ objectives.