Customer Success Team Lead | WFH

We are seeking a Customer Success Team Lead to lead a team of customer-facing professionals, monitor onboarding performance, drive customer adoption, and collaborate with cross-functional teams to improve customer outcomes and service quality. Key Responsibilities

• Lead day-to-day onboarding and platform support activities for Cisco IQ customers.
• Guide the team in supporting customers through setup, telemetry enablement, and platform activation.
• Monitor customer interactions across phone, email, and webinars to ensure timely guidance and query resolution.
• Track onboarding progress, adoption metrics, customer engagement records, and support activities.
• Review reports and dashboards to identify blockers, trends, and improvement opportunities.
• Coordinate with cross-functional teams to address customer issues and improve onboarding outcomes.
• Support team members in handling escalations, follow-ups, and customer communication.
• Ensure adherence to user lifecycle processes such as onboarding, access modification, and offboarding.
• Drive team productivity, process compliance, quality of customer interactions, and timely closure of assigned activities.
• Capture customer feedback and share actionable insights with internal stakeholders to improve customer outcomes. Qualifications
• At least 3 years of experience in Customer Success, Customer Onboarding, Customer Support, Account Management, Service Desk, or similar roles.
• Experience leading or mentoring teams.
• Knowledge of onboarding, user lifecycle management, and account administration.
• Experience with access management, provisioning, or related tools.
• Strong communication, problem-solving, and stakeholder management skills.
• Proficient in Microsoft Office, CRM platforms, and reporting tools.
• Customer-focused, organized, and able to manage multiple priorities.
• Basic understanding of technology and networking concepts. What We're Looking For
• Strong leadership and accountability.
• Proactive approach to identifying and resolving issues.
• Excellent collaboration and stakeholder management skills.
• Ability to coach, motivate, and develop team members.
• Customer-first mindset focused on adoption, engagement, and service excellence. Work Schedule & Setup
• Shift: 3:00 PM to 12:00 AM PH Time
• Work Setup: Primarily WFH, with the flexibility to report onsite in McKinley Taguig as required by business needs