Senior Manager, Customer Success APAC (Team Leader)
HybridManila, Metro Manila, Philippines
Job Summary
Lead a team of Customer Success Managers across the APAC sub-region while owning a portfolio of strategic B2B clients to drive retention, renewals, and expansion. Conduct commercial conversations for upsell, cross-sell, and renewal discussions, building strong relationships with C-level executives and senior stakeholders. Develop and execute quarterly and annual account growth plans to maximize customer value, delivering executive-level Quarterly Business Reviews with clear business impact. Partner cross-functionally to resolve challenges and track customer health, opportunities, and pipeline activity within CRM systems for accurate reporting and forecasting. Create customer success stories and case studies to showcase business impact and identify strategic growth opportunities within existing accounts.
Required Qualifications
- Bachelor's degree, preferably in Business, Marketing, Communications, or a related field
- 8+ years of experience in Customer Success, Account Management, or B2B Sales roles and team management
- Data-driven with strong commercial mindset with proven experience driving revenue growth through customer retention and expansion
- Excellent negotiation, relationship-building, and stakeholder management skills
- Confident presenter with experience leading executive meetings and engaging senior decision-makers
- Strong organizational and planning abilities, with the capacity to manage multiple priorities and perform under pressure
- Customer-focused and proactive, with a strong sense of ownership and accountability
- Analytical thinker with the ability to translate customer insights into strategic actions
- Experience using Salesforce or similar CRM platforms
Desired Qualifications
- Experience in Enterprise Sales or Enterprise Account Management
- Background in Fintech, Payments, or SaaS environments
- Familiarity with customer lifecycle management and strategic account planning
- Knowledge in BPO or outsourcing industry is a plus
- Knowledge of additional APAC languages is a plus
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