Customer Success Manager

POSITION PURPOSE

The Manager, Customer Support & Experience, manages a Manila team of support representatives who provide technical assistance to customers using the Company’s HR software, and a local team of Customer Success Representatives focused on contract retention and renewal efforts for clients with low annual recurring revenue (ARR). This manager is responsible for ensuring the Support team’s efficiency, quality of responses and exceptional customer service, and the Customer Success team’s effectiveness in increasing net recurring revenue.

This role is accountable for the day-to-day execution, quality, and continued evolution of the Company’s customer support experience, with a strong emphasis on operational excellence, team leadership, and customer empathy.

KEY RESPONSIBILITIES

All employees are expected to use good business judgment and appropriate discretion and decision making while performing responsibilities of the position, and ...