Manager, Customer Success (PH)

About the role

The Manager of Customer Success leads a team of Customer Success Managers supporting dedicated books of business across SMB and Mid-Market, and Enterprise segments. This role is accountable for customer health, value realization, and renewal readiness - measured by Gross Revenue Retention (GRR) and Net Revenue Retention (NRR). You will ensure tight alignment between adoption, value realization, and commercial outcomes while developing a high-performing team and continuously improving processes. CSMs are the primary point of contact for their customers-owning the relationship, driving value realization, and working cross-functionally across Product, Support, Sales, and Operations to ensure every customer is getting a clear ROI from Payscale. The CSM partners closely with the Renewals Manager (who owns the commercial renewal) and Account Manager (who drives expansion) as a unified account team, with the CSM at the center of the customer relationship.

Responsibilities

• Team Leadership & Performance
• Hire, lead, coach, and develop a high-performing team of CSMs to exceed retention, renewal-readiness, and expansion goals.
• Drive accountability through effective one-on-ones, performance management, and results-focused coaching.
• Analyze team success metrics to inform onboarding, training, and mentoring strategies.
• Foster a growth mindset, strong collaboration, and customer-first culture across the team.
• Customer Success & Value Execution
• Execute and evolve Customer Success strategies that increase product adoption, utilization, and customer value.
• Ensure CSMs effectively guide customers through key lifecycle moments: onboarding, adoption milestones, value realization, and renewal readiness.
• Analyze customer health, engagement, and success metrics to continuously improve playbooks and engagement approaches.
• Identify opportunities for continuous improvement in the customer experience and team workflows.
• Cross-Functional Partnership
• Partner closely with Renewals Managers and Account Managers as part of a coordinated account team to ensure alignment across value delivery, renewal execution, and expansion.
• Assist on customer calls, providing real-time coaching and distilling themes for CS, Sales, Marketing, and Product leadership.
• Serve as a voice of the customer, sharing insights to influence product direction, messaging, and go-to-market strategy.
• Collaborate cross-functionally to deliver a seamless, consistent customer experience.
• Operational Excellence & Continuous Improvement
• Use data and insights (e.g., Salesforce, Gainsight) to track performance, identify trends, and drive continuous improvement.
• Test, iterate, and scale new approaches to customer engagement and team workflows.
• Comfortable operating in ambiguity; able to help teams focus on what matters most.

Requirements

• 4+ years of experience in Customer Success and/or Sales within a recurring revenue/SaaS business.
• 2+ years of people management experience, with a track record of developing teams and driving results.
• Experience leading teams accountable for retention, adoption, and customer outcomes in a recurring revenue model.
• Experience with Salesforce and Gainsight preferred.
• Bachelor's Degree preferred.
• Location
• Payscale Manila has an employee centric hybrid model that provides you the flexibility to do your best work in a space that supports you, while also finding time to collaborate in person in our office for the moments that matter.
• In our hybrid model, employees can work from the location that works best for them when our team is not scheduled to be in the office.
• Wh

Benefits

Additional Information

About Payscale Payscale is the original compensation innovator for organizations who want to scale their business with pay and transform their largest investment into their greatest advantage. With decades of innovation in sourcing reputable data and developing AI-powered tools, Payscale delivers actionable insights that turn pay from a cost to a catalyst. Its suite of solutions - Payfactors, Marketpay, and Paycycle - empower top companies in the U.S. and businesses like Cintas, Leidos, Chipotle, Brookdale Senior Living, Ohio State University, American Airlines, and TJX Companies. Create confidence in your compensation. Payscale. To learn more, visit www.payscale.com . Job Summary Payscale's Customer Organization helps customers maximize the value of our products, services, and data to build smarter, more equitable pay strategies. Our Customer teams - spanning Customer Success, Implementation, Professional Services, Customer Support, and Renewals Management - work cross-functionally to ensure a seamless customer lifecycle and help customers reach their business goals, proving the return on investment of their Payscale solution. Value and retention are the lifeblood of our business and our Customer Success teams act as the center point of that, working closely with internal teams and our customers to drive value and ROI to our customers.

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