Description of Services to be Performed as ** Customer Success Lead**
* **Client Onboarding (Targeting >50% of trials to be converted):**
* Envision and execute high impact processes, by identifying friction points and drop offs and re-engineering existing processes while coaching and implementing to the team based on available data to achieve scalable outcome.
* **Sales Conversion Targeting >25% of trials to contracted subscription**
- Results-driven to lead the team to the 25% to an increasing ladderized goal by identifying gaps, building strategies to boost performance turn potential into results
* **Customer Retention (Manage and work towards target of 4% overall Churn Rate for contracted and 8% for non contracted for): **
* Monitor customer health and satisfaction metrics, identifying at-risk customers and working with them to prevent churn.
* **Increase Average Revenue Per User to $300**
* Impact oriented leader with strong analytical mindset to drive ARPU growth by identifying gaps in revenue opportunities, process improvements, executing and training the team to a successful upsell process. Brainstorming on but not limited to expansion strategies and pricing.
* **Product Knowledge:**
* Possess in-depth knowledge of the company's products and features to effectively support the team, serving as a go-to product expert who guides members in leveraging the platform to meet clients’ specific needs and goals.
* **Reporting & Metrics:**
* Track and analyze key success metrics such as customer health scores, churn rates, product adoption, and satisfaction scores (e.g., NPS, CSAT) to identify areas that require immediate focus. Develop and maintain dashboards that monitor customer engagement and performance trends, using data insights to identify risks and opportunities for improvement.
* **Collaboration:**
* Collaborate with cross-functional teams to ensure accurate, consistent reporting across systems, and regularly present performance updates and actionable insights to leadership. Contribute to strategic planning by delivering data-driven recommendations that enhance customer retention, account growth, and overall experience.
**Requirements & Preferred Skills:**
* Leadership
* Proven experience leading customer success or account management teams in a SaaS or subscription-based business, with measurable impact on conversion, retention, and revenue growth.
* Strategic Thinking & Execution
* Ability to build scalable, data-driven strategies that drive user adoption, upsell opportunities, and long-term customer value.
* Analytical & Metrics-Driven
* Strong proficiency in using data to make decisions—comfortable working with tools to track KPIs, churn, ARPU and customer engagement.
* Sales Enablement & Upsell Experience
* Experience implementing successful upsell, cross-sell, or pricing strategies that directly influence ARPU growth and sales conversion.
* Process Improvement
* Skilled in identifying process gaps and inefficiencies in onboarding, support, and renewal workflows—and re-engineering them for impact and scale.
* Customer Onboarding & Lifecycle Management
* Deep understanding of onboarding processes, customer journey mapping, and lifecycle communications to maximize trial conversion and early value delivery.
* Product Expertise & Enablement
* Ability to develop a deep understanding of the product and translate that into customer education, team training, and support strategies.
* Churn Management
* Demonstrated ability to proactively reduce churn by analyzing customer health scores, usage data, and satisfaction metrics to intervene before issues escalate.
* Cross-Functional Collaboration
* Experience working closely with Sales, Product, Marketing, and Support teams to align on goals, share insights, and drive customer-centric improvements.
* Excellent Communication Skills
* Able to communicate complex strategies clearly to both internal stakeholders and customers; strong writing, presentation, and interpersonal skills.
* Tech-Savvy & CRM Fluent
* Comfortable with CRM systems (e.g., Salesforce, HubSpot), customer success tools
* Proven experience in a Customer Success or Account Management management role (3-5 years).
**Job Type: Full-time**
**Benefits:**
Fully Work from Home
Paid Birthday, Christmas and New Year Leave
HMO after 1 year of continuous service
This position is eligible for a competitive variable KPI based commission
Weekly payout
Service Milestone Recognition though paid time offs
**Pay:** PHP 75, 000 - PHP 80, 000 / month
**Expected hours:** 40 hours per week
**Schedule:**
* Monday to Friday (9AM EST to 6PM EST)
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