Head of Customer Success

TL;DR

Head of Customer Success: Own the full client lifecycle from onboarding to expansion for a premium embedded talent partner with an accent on building playbooks, systems, and high-performing team from ground up. Focus on designing 90-day experiences, proactive engagement rhythms, early risk identification, and driving commercial growth through trust.

Location: Onsite in Ortigas, Philippines

Company

Premium embedded talent partner for high-growth businesses, not a traditional BPO.

What you will do

• Own the entire client journey from onboarding to long-term growth and expansion
• Build white-glove onboarding experiences and structured proactive engagement cadences
• Identify risks early, intervene proactively, and drive expansions through trust
• Develop systems, reporting, and playbooks to make excellence repeatable
• Lead, coach, and elevate a team of Client Success Partners
• Collaborate with Sales, TA, and Ops leaders to shape business growth

Requirements

• 5+ years leading Customer Success, Account Management, or Client Services teams
• Experience building or transforming a CS function, designing onboarding journeys, and structured client programs
• Worked in services where relationship is the product, with commercial conversations on pricing, renewals, expansions
• Experience with AU and/or US clients
• 3+ years work experience overall

Nice to have

• Direct, systems-thinking approach without waiting for permission

Culture & Benefits

• Competitive base salary
• HMO+1 from day 1 + dental, life insurance
• Birthday leave
• Personal development plan
• High bar for differentiation in premium staffing