Customer Success Manager - Permanent work from home, Morning Shift

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