Customer Success Manager ???? Quezon City | On-site | Full-time ???? E-Commerce | Online Shopping Platform About the Company A fast-growing e-commerce shopping platform committed to delivering a seamless and customer-first digital shopping experience. To strengthen our client relations and user engagement, we are looking for a Customer Success Manager with a proven track record in e-commerce or digital retail platforms . Job Overview The Customer Success Manager will be responsible for ensuring that customers enjoy a high-quality and consistent online shopping journey. This role involves managing customer relationships, ensuring post-purchase satisfaction, handling escalations, and collaborating with cross-functional teams to improve the customer experience. Key Responsibilities Lead the Customer Success team , setting KPIs and ensuring excellent service delivery across customer touchpoints. Act as the voice of the customer within the organization, bringing feedback to product, operations, and marketing teams. Manage escalations and provide solutions to complex customer concerns. Develop and implement customer engagement strategies to improve retention, loyalty, and lifetime value. Collaborate with operations, logistics, and product teams to improve the end-to-end e-commerce experience. Analyze customer satisfaction metrics (CSAT, NPS, repeat purchase rate) and drive initiatives to improve them. Conduct training and coaching for customer service staff to ensure professionalism and consistency. Build long-term relationships with key customers and partners to strengthen trust in the platform. Qualifications Bachelor's degree in Business, Marketing, Communications, or related field. At least 5 years of experience in customer success, account management, or customer service leadership . Background in e-commerce platforms such as Lazada, Shopee, or TikTok Shop is highly preferred. Strong communication and problem-solving skills with a customer-first mindset. Experienced in handling escalations and managing high-volume inquiries. Proficient in CRM tools, customer engagement platforms, and data analysis. Leadership skills with experience managing and motivating teams. Show more Show less