This is a remote position.

Job Title:Customer Success Manager Rate: 80,000 – 90,000 PHP per month Type: Full-time; 40 hours per week Setup: Permanent Work From Home Shift: Morning Shift Benefits: HMO on the 1st year of tenure

Role Overview

We are looking for a highly experienced Customer Success Manager who can lead customer operations, escalations, retention, and overall client experience with confidence and authority. This role is best suited for candidates with strong leadership backgrounds from Senior Operations Manager to Director level, particularly from high-performing BPO, customer service, or customer experience environments.

The ideal candidate is strategic, hands-on, calm under pressure, and capable of leading teams while improving customer satisfaction, retention, operational efficiency, and revenue recovery.

This is not an entry-level customer support role — we need someone who has successfully managed large-scale customer operations, handled critical escalations, and led high-performing teams.

Key Responsibilities

1. Customer Success & Experience Leadership

• Lead and oversee the overall customer success strategy and customer experience journey
• Ensure exceptional customer satisfaction across all touchpoints
• Build and improve processes that strengthen retention, engagement, and customer loyalty
• Drive a customer-first culture across departments

2. Escalation & Crisis Management

• Take ownership of high-level escalations, complaints, refunds, disputes, and sensitive customer concerns
• Handle complex and high-risk cases with professionalism and urgency
• Collaborate with internal stakeholders to resolve operational bottlenecks
• Identify recurring issues and implement long-term solutions and process improvements

3. Retention & Revenue Protection

• Develop strategies to reduce customer drop-offs and cancellations
• Improve customer retention and payment recovery performance
• Support teams in objection handling and customer relationship management
• Monitor customer health and proactively address risk areas

4. Operations & Team Leadership

• Lead and mentor customer success, support, or escalations teams
• Create accountability structures and performance standards
• Monitor KPIs and ensure operational excellence
• Work closely with Sales, Finance, Admin, and Admissions teams to align customer success initiatives

5. CRM, Reporting & Process Optimization

• Ensure accurate documentation and reporting within CRM systems (Zoho preferred)
• Analyze trends, customer feedback, and operational data
• Recommend and implement scalable improvements to workflows and customer handling processes
• Track escalation metrics, retention metrics, and customer satisfaction trends

Key KPIs

• Customer Satisfaction (CSAT)
• Escalation Resolution Rate
• Retention Rate
• Resolution Turnaround Time
• Payment Recovery Performance
• Customer Engagement Metrics
• Operational Efficiency Improvements

Required Skills & Experience

• MUST have experience as a Senior Operations Manager, Customer Success Manager, Head of Customer Experience, or Director-level leader
• Strong background in Customer Success, Escalations, Operations, or BPO leadership
• Proven experience managing large teams and high-pressure customer environments
• Strong leadership, coaching, and stakeholder management skills
• Excellent written and verbal communication skills
• Strong problem-solving and decision-making abilities
• Experience with CRM systems (Zoho preferred)

Nice-to-Have

• Experience in education, training, or student support industries
• Experience handling offshore or international clients
• Familiarity with automation and customer communication tools such as Twilio

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