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Client Success Team Lead

1 hour, 44 minutes ago
United States, Philippines
Full-time
Senior
Customer Success Manager
Customer and Technical Support
CRM
Apply Now
TTEC Digital

TTEC Digital

TTEC Digital is a global leader in customer service solutions, offering contact center software, customer service technology, and tailored solutions for businesses. With a focus on combining humanity and technology, TTEC Digital pioneers exceptional cu...

Professional Services
1K-5K
Founded 1982
View All Jobs 40

Description

  • Lead, coach, and develop a team of Client Success Managers supporting low-touch and tech-touch accounts.
  • Participate in hiring, interviewing, evaluating, selecting, and onboarding Client Success team members.
  • Set goals, conduct 1:1s and performance reviews, and create coaching and development plans for the team.
  • Document and improve playbooks, workflows, and best practices for scalable client success operations.
  • Implement and refine tools, processes, CRM usage, analytics, and automation across the team.
  • Foster a collaborative, high-performance culture and promote knowledge sharing and cross-training.
  • Track, analyze, and report on team KPIs such as retention, usage, escalations, and NPS.
  • Manage a portfolio of low-touch and tech-touch clients to ensure proactive communication, satisfaction, and outcomes.
  • Own client issue resolution and escalation management from identification through closure.
  • Identify expansion opportunities and route qualified cross-sell or up-sell leads to Sales or Account Executives.

Requirements

  • 4–6 years of experience in Client Success, Account Management, or a related role.
  • At least 1 year of experience in a team lead, supervisory, or mentoring capacity.
  • Experience in SaaS, technology, or consulting environments is preferred.
  • Proven leadership skills with the ability to coach others while managing your own book of business.
  • Ability to scale client success operations using automation and analytics.
  • Experience handling complex issue resolution and escalation management.
  • Understanding of contact center operations, CRM platforms, AI solutions, or analytics is a plus.
  • Must be willing to interview and work in US-based time zones.
  • This is a 100% remote role.
  • Candidates should be willing to work from Manila.

Benefits

  • 100% remote work opportunity.
  • Full-time position.
  • Opportunity to work for a fast-growing organization focused on AI-enabled customer experiences.
  • Work with a company recognized with Great Place To Work 2024–2025 certification.
  • Be part of an inclusive, globally distributed organization.
  • Opportunity to contribute to measurable client outcomes and operational improvements.

Interested in this position?

Apply directly on the company website

Apply Now

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