Customer Success Team Lead

Are you driven, results-oriented and a team player

With 17,000+ retailers and restaurants in over 15 countries, StoreHub is on a mission to enable everyone, big or small, to build successful businesses.At StoreHub, we're building a dream team whereby all of your colleagues are extraordinary at what they do and are highly effective collaborators.It is in such a team that you learn the most, perform your best work, improve the fastest, and have the most fun.

In the Customer Success Team Lead role, you will lead a team of Customer Success Managers (CSMs) to drive merchant retention, product adoption, and long-term revenue growth. You will own renewal governance, proactive engagement strategy, and risk management across managed accounts, while partnering closely with the Senior CX Manager to drive execution excellence. As a people leader, you will be accountable for team performance, closing execution gaps, and delivering key business results that enable strong renewals and long-term StoreHubmerchant partnerships.

You don't need to be an expert or know everything about our industry (even we don't!). But the work is challenging, fast-paced, and always on the bleeding edge. So, we're looking for someone with a curious mind, a strong drive to make things happen, and a passion to keep improving yourself.

What you will do:

People Leadership

• Lead, coach, and develop Customer Success Managers through structured 1:1s, performance reviews, and ongoing feedback
• Drive accountability, performance management, and capability development across the team
• Support hiring, onboarding, and training of new team members
• Foster a high-performance culture focused on ownership, outcomes, and continuous improvement

Accounts & Renewal Ownership

• Own renewal forecasting and governance for the managed merchant portfolio
• Ensure proactive, value-based engagement with merchants throughout the customer lifecycle
• Drive early risk identification and mitigation strategies
• Lead complex escalations and high-risk account interventions
• Ensure clear account ownership and consistent engagement execution across the team

Cross-Functional Collaboration

• Partner with Sales, Product, Finance, Care, and Onboarding teams to resolve merchant issues and unblock renewals
• Represent Customer Success in cross-functional initiatives and projects
• Drive adoption campaigns and merchant success programs to increase value realization

Operational Excellence

• Monitor account health metrics, dashboards, and renewal performance
• Improve workflows, playbooks, and engagement frameworks to scale impact
• Ensure all renewal activities and value-based engagements are properly documented and auditable
• Provide regular performance updates, insights, and recommendations to leadership

What you will need:

Leadership & People Management

• Proven experience leading, coaching, and developing customer-facing teams
• Strong performance management skills with the ability to drive accountability and results

Customer Success & Renewal Expertise

• Solid understanding of customer success, renewals, and lifecycle management
• Experience managing renewals, forecasting, and risk mitigation is highly preferred

Customer-Centric Mindset

• Strong passion for delivering value-driven customer experiences and building long-term partnerships
• Ability to handle escalations and complex merchant scenarios with confidence and empathy

Analytical & Operational Skills

• Comfortable working with data, dashboards, and performance metrics to drive decisions
• Strong attention to process, documentation, and operational discipline

Communication & Collaboration

• Excellent communication skills with the ability to influence internal stakeholders and engage merchants effectively
• Ability to work cross-functionally in a fast-paced environment

Problem-Solving

• Structured thinker who can identify gaps, propose solutions, and execute under pressure

Work Setup

• Must be amenable to working onsite in Makati and traveling within Metro Manila for field visits

What makes working at StoreHub awesome (and refreshing!):

Our people - for real! StoreHubbers are some of the smartest and most interesting people you can work with. Expect to do a lot of peer-learning.

Culture of Candour. We embrace directness, hate bureaucracy, and move fast. If you're tired of corporate nonsense you'll feel right at home.

Cutting edge tools. If something can be automated, we'll make it happen. You will be introduced to many different tools we use that support everyday tasks, so that we can focus our minds on the kind of work that matters.

Impact not just effort. We recognize that results are not tied to the number of hours worked. There's no reward for long hours with poor results and no penalty for leaving on time if your work is excellent. To be great, most of us have to put in considerable effort, but we don't measure contribution by hard work or long hours.

CHANGE. Our core values are super important to us. The more you resonate with them, the more you'll find yourself a good fit.

• Communicate for Clarity
• Humble and Hungry
• Authentic but not an *sshole
• Nimble and Quick
• Growth Mindset
• Efficiency and Excellence

We do have all the other cool perks too:

• Apple MacBooks for everyone to help you do your best work
• Comprehensive healthcare benefits with our HMO Plan
• Career development and mentorship
• Cutting edge tools. You will be introduced to over 20 different tools we use that support basic tasks, so that we can focus our minds on the kind of work that matters.

We are an equal-opportunity employer and value diversity at StoreHub. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, marital status, veteran status, or disability status.