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.