Manager, Customer Success - Remote Operations

The RoleShiftCare is seeking an experienced and proactive Manager of Customer Success - Remote Operations to lead and support our growing team of Customer Success Managers and Associates based in the Philippines. This role is integral to ensuring consistent day-to-day delivery of service, coaching, and execution across our high-volume customer accounts. The successful candidate will also play a key role in transitioning our remote team to a hybrid work model and will be instrumental in setting up and managing our future Philippines office.

This role reports to the Manager of Customer Success (AU) and works closely with teams across Operations, Support, Product, and Sales to uphold delivery standards and drive customer retention and satisfaction.

Key ResponsibilitiesLead and coach a remote Customer Success team, ensuring effective execution of daily workflows and account managementMonitor KPIs, provide performance feedback, and run regular stand-ups, check-ins, and reviewsEnsure timely, high-quality customer interactions aligned with service standardsCollaborate with AU-based teams to manage escalations, align processes, and support new feature rolloutsOversee onboarding delivery and provide QA feedback to improve training and scriptingIdentify and resolve workflow bottlenecks and contribute to continuous process improvementsSupport the setup and operations of a new hybrid office in the Philippines, fostering team cohesionAct as the escalation point for complex customer issues and coach the team on objection handling and upsellingReport on team performance and customer sentiment to support broader success initiativesRequired QualificationsMinimum 5 years of people management experience in a SaaS, BPO, or customer success environmentDemonstrated experience managing remote or offshore teams, ideally across high-volume customer basesStrong operational discipline and an ability to manage and improve workflows at scaleExcellent communication skills (verbal and written) with the ability to coach team members in customer interactionsData-driven mindset; experience with tools like ChurnZero, HubSpot, Intercom, Notion, and Slack is highly regardedProven track record in team performance management, customer retention, and onboarding oversightGreat attention to detial and strong problem-solving skillsDesirable AttributesHands-on experience managing SaaS customers or working in customer onboardingFamiliarity with home care, aged care, disability, or NDIS support industriesExperience in transitioning remote teams to hybrid or office-based environmentsComfortable working AU hours (AEST/AEDT) with flexibility as requiredWhat We OfferCompetitive local salary (PHP) and performance-based incentivesCollaborative and supportive team environment with opportunities for career progressionAccess to ShiftCare's learning resources and leadership mentoring