Head of Customer Success - Philippines - Datapel Systems

    Datapel Systems
    Datapel Systems Philippines

    21 oras ang nakalipas

    Teknolohiya / Internet
    Paglalarawan

    Company Overview

    Datapel is a leading provider of Warehouse Management System (WMS) software, delivering scalable, cloud-based solutions that streamline inventory, logistics, and fulfillment operations. We empower mid-market businesses to optimize their supply chains through intuitive, cloud- based software that drives operational efficiency and business growth. As we scale, customer success is at the heart of our strategy. We're seeking a capable, high- agency leader to ensure our customers not only stay, but thrive — from onboarding through expansion.

    Role Overview

    The Head of Customer Success owns the post-sale customer lifecycle — including Onboarding, Customer Success Management, and Professional Services. You will lead these functions to deliver measurable outcomes across adoption, retention, expansion, and customer satisfaction. This is a builder role for a leader who blends strategic insight with day-to-day execution. You'll design systems, coach teams, and jump into high-impact work when needed — especially during complex implementations or escalations. This role requires both strong leadership and a willingness to get hands-on, particularly in a dynamic SaaS scale-up environment.

    Key Responsibilities

    Customer Lifecycle Leadership

    • Own and evolve the entire post-sale customer journey, from onboarding to renewal.
    • Implement success frameworks that drive adoption, value realization, and expansion.
    • Tailor approaches to different customer segments (e.g., fast-path for SMBs, success
    • planning for mid-market).

    Team Leadership & Coaching

    • Lead and grow a high-performing remote team across onboarding, customer success,
    • and professional services.
    • Foster a culture of accountability, continuous improvement, and customer-first thinking.
    • Provide coaching, and personally lead where necessary — especially in early stages of
    • team maturity.

    Onboarding & Implementation

    • Deliver predictable, scalable onboarding experiences using Rocketlane.
    • Create project templates, milestone tracking, and health reporting to ensure on-time, in-
    • scope implementations.
    • Identify and eliminate bottlenecks that impact time-to-value (TTV).

    Professional Services Delivery

    • Scope, price, and deliver custom projects, integrations, and training engagements.
    • Ensure profitability and resource efficiency across professional services projects.
    • Build delivery models that balance quality, cost, and business impact.

    Customer Success Management

    • Build customer health frameworks and lifecycle touchpoints using HubSpot.
    • Track and manage retention risk, renewal cycles, and expansion opportunities.
    • Lead QBRs or strategic engagements with key accounts.

    Customer Support Integration

    • Collaborate with the support team (via Freshdesk) to surface recurring issues and
    • proactively manage escalations.
    • Use support insights to inform CS priorities and product feedback loops.
    • Operational Systems & Analytics
    • Own tooling strategy across Rocketlane, HubSpot, Freshdesk, and GSuite.
    • Establish visibility into KPIs, workflow automation, and team performance.
    • Define and evolve dashboards to track onboarding velocity, CSAT, churn risk, and
    • services margin.

    Success Metrics

    • Net Revenue Retention (NRR)
    • Gross Revenue Retention (GRR)
    • Time to Value (TTV)
    • Customer Satisfaction (CSAT) & Net Promoter Score (NPS)
    • Onboarding velocity and completion rates
    • Services delivery margin and customer impact
    • Customer Health Score coverage and accuracy

    Qualifications

    • 8+ years in Customer Success, Onboarding, or Professional Services in a B2B SaaS
    • environment, with 3+ years in a leadership role.
    • Proven success in leading high-impact, customer-facing teams in fast-growing SaaS
    • companies.
    • Hands-on experience with Rocketlane, HubSpot, Freshdesk, and GSuite.
    • Track record of driving measurable improvements in retention, expansion, and
    • implementation outcomes.
    • Skilled in customer segmentation, lifecycle planning, and operational design.
    • Exceptional communicator — able to influence internally and represent Datapel
    • externally.
    • Strong project delivery, commercial scoping, and stakeholder management capabilities.
    • Comfortable navigating ambiguity and rolling up your sleeves to make progress fast.

    What Success Looks Like (First 12 Months)

    • Scaled and standardized onboarding process that shortens time-to-value.
    • Customer Success playbooks deployed and adopted across segments.
    • Improved Net Revenue Retention and expansion performance.
    • High team engagement and clear ownership across customer operations.
    • Personal leadership on strategic accounts, key escalations, or critical initiatives.
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