Customer Success Manager - Permanent work from home, Morning Shift
工作标题：客户成功经理率：月份80,00090,000 PHP 类型：全职；每周40小时设置：从家工作永久性班级：早上班级优势：HMO 在任期第一年角色概述 我们正在寻找一个非常有经验的客户成功管理员，谁可以带领客户运营，升级，保留和整体客户体验。这一职位最适合具有强大的领导背景的候选人，从高级运营经理到董事层面，特别是高绩效 BPO,客户服务或客户体驗环境。理想的候选人是战略性，实践性，压力下的冷静，同时能够领导团队，提高客户满意度，保留能力，运营效率和收入回收。这不是一个初级的客户支持角色我们需要成功管理大规模客户操作的人，处理关键升级情况，并领导高绩效团队。关键责任 1.客户成功与经验领导 · 领导和监督整体客户成功策略和客户体验旅程 · 在所有接触点都确保卓越的客户满心 · 建立和改善加强保持，参与和客户忠诚度的流程 · 推动各部门的客户优先文化 2.升级和危机管理 · 对高层次的升级，投诉，退款，争端以及敏感客户关注权负责 · 以专业性和紧迫处理复杂和高风险案件 · 与内部利益相关者合作解决运营瓶 · 确定经常出现的问题并实施长期解决方案和流程改进 3. 保留与收入保护 · 制定减少客户放弃和取消的战略 ·提高客户留守和支付回收性能 · 在对抗处理和客户关系管理方面支持团队 ·监控客户健康，积极应对风险领域 4.运营和团队领导 · 领导和指导客户成功，支持或升级团队 · 创建问责结构和绩效标准 · 监测 KPI 并确保业务卓越 · 与销售，财务，管理和招收团队密切合作以协调客户成功倡议 5.CRM,报告和流程优化 · 在 CRM 系统中确保准确的文档和报告。
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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
Originally posted on Himalayas