Manila Recruitment is hiring a
Senior Customer Success Manager, Remote - The Philippines

Summary

The job is for a Senior Customer Success Manager in a vacation rental property management company based in Tennessee. The role involves leading the customer success team, building relationships with key customers, designing and implementing customer success programs, measuring performance, collaborating with cross-functional teams, driving renewals and expansion, and serving as the voice of the customer within the organization.

Requirements

• Bachelor’s degree in Business, or a related field; MBA or advanced degree preferred
• 4 to 7+ years of experience in customer success, account management, or a related role, with at least 3 years in a leadership position
• Proven track record of driving customer success and achieving business targets
• Excellent communication, interpersonal, and leadership skills
• Strong analytical and problem-solving abilities
• Proficiency with customer relationship management (CRM) software and other relevant tools

Responsibilities

• Leadership and Strategy: Develop and execute a comprehensive customer success strategy aligned with the company’s goals and objectives
• Lead, mentor, and manage the Customer Success team to ensure high performance and professional growth
• Foster a customer-centric culture throughout the organization
• Customer Relationship Management: Build and maintain strong relationships with key customers, acting as an executive sponsor and trusted advisor
• Oversee the management of customer accounts, ensuring high levels of satisfaction and loyalty
• Customer Success Programs: Design and implement customer success programs, including onboarding, training, and ongoing support
• Develop customer success plans and health metrics to monitor and ensure customer satisfaction
• Performance Measurement and Reporting: Establish and track key performance indicators (KPIs) to measure the success of the customer success initiatives
• Provide regular reports and insights to executive leadership on customer success metrics and outcomes
• Cross-Functional Collaboration: Collaborate with Sales, Marketing, Product, and other departments to ensure a seamless customer experience
• Advocate for customer needs and feedback in internal meetings and strategic planning sessions
• Renewals and Expansion: Work closely with the Sales team to drive renewals, expansions, and upselling opportunities
• Customer Advocacy and Feedback: Serve as the voice of the customer within the organization, providing insights and feedback to improve products/services

Preferred Qualifications

• Experience in hospitality is a plus
• Will be open to candidate from BPO, Online Travel Agency and Finance industries

Benefits

• Job type: Permanent
• Emp type: Monday to Friday, 9:00am to 6:00pm CST (10:00pm to 7:00am MNL)
• Location: Remote/Work from home
• Industry: Vacation rental property management company
• Expertise: Customer Success, Client Relations, Client Success, Senior Manager/Director