Customer Success Lead (PHILIPPINES Remote)

Alabang, Muntinlupa City
Permanent
Full-time

1 month ago

ATTENTION: OPEN TO INTERNAL APPLICANTSRole Summary The Customer Success Lead is a critical leadership and enablement role within the Client Solutions organization. This position is responsible for strategic planning, operational oversight, and leadership of the Client Success Partner (CSP) team. The Lead plays a pivotal role in enabling revenue retention, risk mitigation, and revenue growth across the Client Success portfolio. This role also manages a personal book of business while coaching, developing, and elevating the performance of CSPs.Key Responsibilities

Lead and support the Mid-Market Client Success Partner Team through targeted enablement initiatives and performance management.
Serve as both player and coach—balancing personal account responsibilities with leadership duties.
Manage a Team of 7 to 10 CSP’s managing 15 to 20 complex accounts each within the Mid-Market vertical, representing $15M–$20M in annual revenue.
Oversee onboarding, development, and performance of new CSPs; accelerate learning curve and readiness.
Evaluate each CSP’s strengths and development needs to align team skill sets with core business priorities.
Support and resolve escalations raised by CSPs, ensuring quick and accurate issue resolution.
Maintain territory assignments and key productivity ratios for assigned book of business.
Partner with senior leadership to identify and implement Client Solutions process improvements.
Facilitate successful rollout of new initiatives by ensuring operational readiness and clarity of execution.
Own revenue pipeline forecasting and management for assigned clients.
Monitor and manage contract renewals, amendments, and compliance obligations.
Collaborate with cross‑functional departments to prioritize and execute account management tasks.
Implement and optimize customer screening programs aligned with client business goals.
Develop and negotiate long‑term contracts to secure revenue retention and growth.
Build multi‑level client relationships to ensure partnership stability and program continuity.
Create and execute strategic account plans targeting revenue expansion and enhanced client satisfaction.
Support/Conduct regular Business Reviews using insight‑driven value propositions to mitigate client risk.
Identify and drive upsell and cross‑sell opportunities leveraging the company’s full suite of services.
Perform other duties as assigned.

Skills & Qualifications

At least 4 years of proven track record of success in client success, account management, or related leadership roles.
Exceptional organizational and prioritization skills.
Strong analytical capability with the ability to identify business opportunities and operational risks.
Demonstrated project management experience managing multi‑team deliverables.
Strong business judgment—able to make strategic decisions balancing data and broader business impact.
Ability to manage time‑sensitive work under pressure while maintaining high‑quality outcomes.
Excellent communication and professional writing skills.
Ability to quickly learn operational workflows and communicate them clearly to stakeholders.
High proficiency with Excel, Salesforce (SFDC), and PowerPoint.

United States Equal Opportunity Employment:First Advantage is proud to be a global leader in removing barriers and supporting our community members to ensure the changing demographics of the workforce are reflected in our hiring and employment practices. We value all of our candidates, employees, and clients, and place great emphasis on hiring and supporting qualified individuals in each role. We are an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other area protected by applicable law.

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