PLEASE DO NOT APPLY IF YOU ARE NOT CURRENTLY IN MANILA
The Customer Success Team Lead at Payfuture is responsible for guiding and mentoring a team of Customer Success Specialists to ensure that all clients have a seamless onboarding experience and ongoing support with our payment-processing solutions. You will lead efforts to drive client satisfaction, retention, and success while implementing strategies to improve team performance and processes.
Job Title: Customer Success Team Lead
Job Description:
We are looking for a Customer Success Team Lead with strong people management and supervisory
experience to guide and mentor a team of customer success professionals. This role requires a proactive
leader who can drive customer engagement, retention, and satisfaction while fostering a high-
performing team culture. The ideal candidate has a passion for coaching, excellent problem-solving skills,
and a customer-first mindset.
Key Responsibilities:
People Management & Leadership
✓ Lead, mentor, and develop a team of Customer Success Specialists, ensuring high engagement
and performance.
✓ Conduct regular coaching sessions, performance evaluations, and career development
discussions.
✓ Foster a positive team culture that encourages collaboration, accountability, and continuous
improvement.
✓ Resolve escalated customer issues with professionalism and ensure timely resolution.
✓ Support team members in managing customer relationships effectively, ensuring customer
satisfaction and retention.
✓ Reporting on team and individual KPIs to Customer Success Manager
Customer Success & Retention
✓ Ensure customers receive value from products/services by guiding them through best practices
and adoption strategies.
✓ Collaborate with internal teams (Sales, Product, Tech, Ops Support) to address customer needs
and drive continuous improvement.
✓ Analyze and discuss with Customer Success Manager regarding customer feedback and
implement initiatives to enhance the customer experience.
Performance & Process Optimization
✓ Track key performance indicators (KPIs) such as customer satisfaction (CSAT), Net Promoter Score
(NPS), retention rates, and response times.
✓ Identify areas for process improvement and efficiency in customer success workflows.
✓ Provide data-driven insights to Customer Success Manager and senior management on customer
trends, issues, and opportunities.
Qualifications & Requirements:
Education:
Bachelor’s degree in Business, Communications, Customer Service, or a related field (preferred but not
required).
Experience:
✓ Minimum of 2-5 years of experience in a Customer Success or Customer Support role with at
least 2 years in a supervisory or team lead position.
✓ Proven ability to lead and develop a high-performing team in a customer-facing environment.
✓ Experience managing customer escalations and implementing retention strategies.
Skills & Competencies:
✓ Strong leadership, coaching, and team-building skills.
✓ Excellent communication and interpersonal abilities.
✓ Problem-solving mindset with the ability to handle difficult customer interactions.
✓ Proficiency in Customer Success software (e.g., Zendesk, Jira, FreshDesk, HubSpot).
✓ Data-driven approach to customer success management and team performance tracking.
✓ Preferred: Experience in SaaS, tech, or B2B customer success environments.
...We require candidates to have a Bachelor's Degree in System Engineering, Computer Science, Information Systems, Engineering Science, Engineering... ..., including decomposition, allocation, verification, and validation. Developing System Architecture, Concepts of...
...Division of KPFF is growing and looking for an ambitious and initiative-driven Junior, Senior or Graduate School level Structural Engineering student for a summer internship in the Seattle Office of our Special Projects Group. The Structural Bridge Engineering Summer...
...Based in Chicago Heights, IL company is looking to engage a motivated Site Production Scheduler who will be responsible for the development of the Production Schedule in the agreed horizon including the preparation, review and confirmation of production schedules in line...
Class A CDL Truck Driving JobWe run 53 ft dry vans to Maryland down to GA. Home every other night and weekends. Pay: .60-.70 a milesick pay and vacation pay after 90 daysHow to apply for this Driving JobFill out a Gary's Job Board application. That same application...
...role is hybrid based out of our office in Hawthorne (expected at least 2-3 days per week in office). You will: Own full-cycle recruiting across hardware, software, AI/ML, field ops, and generalist roles Partner with hiring managers to define roles and write job descriptions...