Manager of Customer Success

JOB SUMMARY
The Customer Success Department Manager is responsible for leading the Customer Success team and ensuring strong client relationships, account health, client retention, and consistent service delivery across VAA Philippines.
The role oversees CSM performance, department KPIs, client escalations, account management processes, and continuous improvement while ensuring the team proactively addresses client needs and concerns.
KEY RESPONSIBILITIESTeam Leadership
Lead, coach, and manage the Customer Success team.
Set clear expectations, goals, and performance standards for CSMs.
Monitor individual and team performance and address performance gaps.
Conduct regular coaching and performance reviews.
Ensure proper workload and account distribution.
Client & Account Management
Oversee the health and performance of client accounts.
Ensure CSMs maintain strong client relationships.
Monitor client satisfaction, retention risks, and service concerns.
Handle high-level client escalations.
Support CSMs in resolving complex client issues.
KPI & Performance Management
Establish and monitor Customer Success KPIs.
Track retention, satisfaction, response time, resolution time, and account health.
Review CSM reports and identify risks and improvement opportunities.
Present department performance and action plans to management.
Cross-Department Coordination
Work closely with Operations, Recruitment, HR, and Training to resolve client concerns.
Coordinate manpower requirements, replacements, and performance-related concerns.
Ensure client needs are properly communicated and followed through.
Process & Quality Improvement
Develop and improve Customer Success processes, SOPs, and workflows.
Standardize account management and client communication practices.
Identify recurring issues and implement preventive solutions.
Ensure accurate and timely account documentation.
Client Retention & Growth
Identify accounts at risk of dissatisfaction or disengagement.
Develop action plans to improve client experience and retention.
Identify opportunities for additional manpower or services based on client needs.
KEY PERFORMANCE INDICATORS
Client Retention & Account Stability
Client Satisfaction
CSM Team Performance & KPI Achievement
Response & Resolution Time
Client Escalation Management
Account Health & Risk Management
Reporting Accuracy & Timeliness
Process Compliance & Improvement
QUALIFICATIONS
Bachelor's degree in Business, Management, Marketing, Communications, or a related field is preferred.
3–5+ years of experience in Customer Success, Account Management, Client Relations, or Operations.
1–2+ years of team leadership or management experience.
Experience managing multiple client accounts, preferably international clients.
Strong understanding of client retention, account health, and service delivery.
Excellent communication, negotiation, and problem-solving skills.
Strong leadership and performance management capabilities.
Experience with CRM, project management, and reporting tools is an advantage.
CORE COMPETENCIES
Leadership • Client Relationship Management • Account Management • KPI Management • Escalation Management • Problem Solving • Stakeholder Management • Process Improvement • Communication • Accountability
LEADERSHIP EXPECTATION
The Customer Success Department Manager is expected to own the overall performance of the Customer Success Department, ensuring CSMs proactively manage their accounts, client concerns are addressed promptly, risks are identified early, and the department consistently delivers a high-quality client experience., Experience, or Certifications.]
Example: Excellent verbal and written communication skills

Work arrangement
Yes