Customer Success Manager (Philippines - Remote)

Hip eCommerce•Raleigh, NC

4d•$85,000 - $100,000•Remote

About The Position

Are you a seasoned customer success leader with a dual passion for buyer and seller experiences? Do you thrive on building engaged communities, leveraging data to drive retention, and translating user feedback into product improvements? As our Customer Success Manager, you’ll report to the VP of Growth and lead a team of Customer Success Agents. You’ll define and execute the end-to-end success strategy—serving both buyers and sellers across our marketplaces and apps—while fostering the broader collector community through proactive engagement and partnership-building. This is a Remote position, open to candidates based in the Philippines.

Requirements

Tech-Savvy Strategist: 5+ years in customer success or account management—ideally at an eCommerce marketplace or two-sided technology company. You know help desk platforms, CRM tools, and can quickly learn new systems.
Team Leadership Expert: 2+ years managing a CS team—experience scaling headcount, setting KPIs, and fostering a positive, high-performance culture.
Data-Driven Mindset: Expert at tracking CS metrics (NPS, CSAT, churn, LTV) and translating numbers into strategic initiatives.
Community Builder: Ability to grow and nurture online communities. You know how to spark discussions, resolve conflicts, and build brand loyalty.
Process Architect: Skilled at designing scalable workflows—onboarding playbooks, escalation paths, knowledge base frameworks, and feedback loops.
Training & Coaching Pro: Passionate about mentoring agents—building training curriculum, running workshops, and tracking skill development.
Trust & Safety Awareness: Understanding of marketplace policy enforcement, fraud prevention, and dispute mediation best practices.
Proactive Innovator: Self-starter who identifies gaps, proposes solutions and iterates quickly. You thrive in fast-paced environments.

Responsibilities

Strategic Onboarding & Adoption: Lead the design and optimization of buyer and seller onboarding workflows—ensuring new users (both collectors and sellers) achieve first value within days. Partnering across departments, including Marketing and Technology, to deliver world-class customer experiences.
Seller Enablement & Growth: Develop a robust seller success program (tiered support, best-practice playbooks, regular check-ins) to drive listing quality, conversion rates, and GMV growth. Mentor sellers on pricing, cataloging via image recognition, and marketing tactics.
Buyer Engagement & Retention: Craft personalized outreach for high‐value buyers—delivering tailored recommendations, exclusive offers, and proactive support to drive repeat purchases. Monitor buyer health metrics (e.g., purchase frequency, engagement score) and intervene to prevent churn.
Community & Platform Advocacy: Own our community channels (Discord, forums, social groups). Organize virtual and in-person events—AMA sessions with experts, live Q&As, meet-ups—to cultivate a vibrant collector culture. Collaborate with Marketing to amplify user-generated content and testimonials.
Data-Driven Insights: Track and analyze key CS metrics (net promoter score, average response time, issue resolution rate, seller churn, buyer lifecycle value). Present monthly reports to leadership with actionable recommendations for product enhancements and process improvements.
Knowledge Base & Automation: Overhaul our help desk portal—curate a comprehensive knowledge base (FAQs, how-to guides, video tutorials) for both buyers and sellers. Implement AI-powered chatbots and smart routing to reduce response times and scale support.
Team Leadership & Development: Recruit, train, and mentor your Customer Success Agents. Institute regular coaching sessions, performance reviews, and career development plans. Foster a culture of continuous learning—empowering agents to resolve complex collector inquiries and escalate feedback effectively.
Trust & Safety Oversight: Define community guidelines and ensure a secure, respectful environment. Proactively flag and resolve disputes and policy violations.
Cross-Functional Collaboration: Act as the voice of the customer—liaising across departments, including Marketing and Technology. Gather user feedback, prioritize feature requests, and validate new releases to ensure they meet real-world collector needs.

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