Manager, Customer Success

Summary

Join ShiftCare as the Manager of Customer Success – Remote Operations and lead a growing team of Customer Success Managers and Associates based in the Philippines. This crucial role ensures consistent service delivery, coaching, and execution across high-volume customer accounts. You will also play a key role in transitioning the remote team to a hybrid work model and setting up our future Philippines office. This position reports to the Manager of Customer Success (AU) and involves close collaboration with Operations, Support, Product, and Sales teams. The successful candidate will lead and coach a remote team, monitor KPIs, ensure high-quality customer interactions, and collaborate with AU-based teams. You will also oversee onboarding, identify workflow bottlenecks, support the new hybrid office setup, and act as an escalation point for complex customer issues.

Requirements

• Minimum 5 years of people management experience in a SaaS, BPO, or customer success environment
• Demonstrated experience managing remote or offshore teams, ideally across high-volume customer bases
• Strong operational discipline and an ability to manage and improve workflows at scale
• Excellent communication skills (verbal and written) with the ability to coach team members in customer interactions
• Data-driven mindset; experience with tools like ChurnZero, HubSpot, Intercom, Notion, and Slack is highly regarded
• Proven track record in team performance management, customer retention, and onboarding oversight
• Great attention to detail and strong problem-solving skills

Responsibilities

• Lead and coach a remote Customer Success team, ensuring effective execution of daily workflows and account management
• Monitor KPIs, provide performance feedback, and run regular stand-ups, check-ins, and reviews
• Ensure timely, high-quality customer interactions aligned with service standards
• Collaborate with AU-based teams to manage escalations, align processes, and support new feature rollouts
• Oversee onboarding delivery and provide QA feedback to improve training and scripting
• Identify and resolve workflow bottlenecks and contribute to continuous process improvements
• Support the setup and operations of a new hybrid office in the Philippines, fostering team cohesion
• Act as the escalation point for complex customer issues and coach the team on objection handling and upselling
• Report on team performance and customer sentiment to support broader success initiatives

Preferred Qualifications

• Hands-on experience managing SaaS customers or working in customer onboarding
• Familiarity with home care, aged care, disability, or NDIS support industries
• Experience in transitioning remote teams to hybrid or office-based environments
• Comfortable working AU hours (AEST/AEDT) with flexibility as required

Benefits

• Competitive local salary (PHP) and performance-based incentives
• Collaborative and supportive team environment with opportunities for career progression
• Access to ShiftCare’s learning resources and leadership mentoring