SMB Manager of Customer Success

And now we're looking for an experienced SMB Manager of Customer Success team in the Philippines.
You'll own the full SMB customer lifecycle — from onboarding and implementation through renewals and expansion — while coaching a team of CSMs and driving systematic process improvements.
This is a new headcount added to provide deeper oversight, strengthen coaching resources, and uplevel the team's overall performance.

Manage a team of SMB CSMs responsible for onboarding, escalations, renewals, and expansion.

Hold weekly 1:1s to coach and guide CSMs toward their targeted objectives.

Continually assess and improve the process, strategy, and motion of our SMB customer success team.

Predictably forecast Churn, Downsell, and Expansion revenue each quarter.

Build and launch repeatable playbooks for the SMB CSM team.

Partner cross-functionally with Sales, Product, and Support to improve the end-to-end SMB customer experience.

2+ years managing a sales or account management team responsible for expansion and renewals.

Detail-oriented systems thinker with a bias for building scalable, repeatable processes.

Hands-on experience leveraging AI to improve efficiency, automation, and reduce manual, repetitive workload across sales or CS teams.

Proven track record of building out repeatable processes for sales and renewals motions.

Proficiency in data-driven decision making using Salesforce and other BI reporting tools.

Strong coaching mindset and ability to develop CSMs toward clear, measurable outcomes.

Excellent written and verbal English communication skills.