Customer Success Supervisor leading the Customer Success team at BCM One in Makati City. Focused on customer retention, relationship management, and coaching Account Executives.
About the role
- Head of Customer Experience leading customer satisfaction and retention strategies for a SaaS company. Focused on B2B solutions for highly regulated organizations.
Responsibilities
- Lead customer experience initiatives on a global scale.
- Shape and execute strategies that enhance customer satisfaction, loyalty, and retention.
- Own the post-handover customer journey for all direct accounts.
- Maintain oversight of partner-managed account outcomes.
- Drive Time to First Value (TTFV) discipline across the team.
- Ensure every account has a live, milestone-anchored outcomes plan.
- Maintain playbook currency by identifying gaps and execution blockers.
- Conduct CX Scorecard reviews and escalate indicators as needed.
- Manage, develop, and coach Customer Success Managers.
Requirements
- 5+ years in Customer Success, Account Management, or a related post-sale B2B SaaS environment, with demonstrated ownership of renewals, expansion, or NRR outcomes.
- Experience leading, managing, or closely mentoring Customer Success Managers or comparable post-sale roles.
- Strong executive communication skills and credibility with senior customer stakeholders.
- Comfort operating in regulated or risk-sensitive environments where compliance, defensibility, or governance outcomes matter.
- Demonstrated ability to use data and customer health signals to drive intervention and decisions.
- Strong commercial judgement and understanding of retention, expansion, forecast discipline, and churn economics.
- Ability to work cross-functionally across Sales, Onboarding, Partnerships, and governance-related functions.
- Strong written communication, including customer-facing business cases, account plans, and executive summaries.
- Ability to work effectively across time zones spanning the United States, Australia, and New Zealand.
Benefits
- health, dental, and vision insurance
- competitive 401K matching programs for US staff
- generous paid parental leave
- 4 weeks annual leave
- Employee Share Options
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