Customer Success Supervisor

BCM One

2d•Hybrid

About The Position

BCM One is excited to announce that we're launching a brand-new Customer Success function within our Enterprise Solutions team. As a part of our expanded growth, we will be adding a Customer Success Supervisor to our Makati office. This is a pioneering leadership role designed for a hands-on, customer-focused people leader who can balance coaching, operations, and client engagement. This role is responsible for proactively protecting existing revenue by reducing churn, strengthening customer relationships, and building a high-performing team that delivers consistent value to our Enterprise customers. This is the right role for you if you have experience with revenue accountability through retention, renewals, and the identification of upsell and cross-sell opportunities along with strong leadership skills.

Requirements

Minimum 2+ years of people leadership experience
Experience in customer success, customer service, or account-focused operations
Excellent internal and external communication skills
Written and spoken professional English is required
Strong sense of accountability and ownership
Player/coach mindset with a hands-on leadership style
Strong problem-solving and critical-thinking abilities
Experience with process ownership and continuous improvement

Nice To Haves

Telecommunications industry experience preferred
Experience building or improving team processes in evolving environments

Responsibilities

Lead and coach Customer Success Account Executives, acting as a player/coach
Own day-to-day people management and functional operations for the team
Maintain direct involvement in enterprise customer interactions
Ensure proactive outreach, issue resolution, and relationship management
Focus on retention as the #1 priority, with upsell and cross-sell as a secondary benefit
Partner cross-functionally to resolve customer issues and improve processes
Maintain accurate CRM data and oversee pipeline and account hygiene
Track, measure, and report on performance metrics and team outcomes
Continuously refine team strategy based on customer feedback and internal collaboration