Client Success Team Lead

Position: Client Success Team Lead, B2B Australian Telco
Location: BGC, Taguig
Work setup & shift: Onsite | Dayshift

The Team Lead - Client Success role is focused on leading and mentoring a local team to deliver outstanding client service and operational excellence. This position emphasizes resource and capacity planning, performance tracking, and reporting while maintaining hands-on responsibilities related to client success management and service delivery.

Job Summary

As a Team Lead, you will drive the success of enterprise clients by leading a high-performing local Client Success team. Collaborating closely with Australian based Client Success Managers and the broader EB Delivery teams, you will be responsible for ensuring operational execution, service coordination, and proactive client support. Your leadership will be key to monitoring client health, guiding service performance analysis, facilitating onboarding, and ensuring timely resolution of client issues and requests. You will balance hands-on client management with team leadership to achieve operational excellence and sustained client satisfaction.

Key Responsibilities

Team Leadership and Operational Management

• Lead, mentor, and develop the local Client Success team, fostering a culture of accountability, collaboration, and continuous improvement.

• Oversee resource and capacity planning to optimize team workload, ensuring timely and quality service delivery aligned with client expectations.

• Track, analyze, and report on team and client performance metrics, using insights to drive improvements and inform strategic decisions.

• Manage escalation workflows and coordinate team responses to high-impact client incidents, including after-hours support when necessary.

Client Relationship and Value Delivery

• Support Australian based Client Success Managers in delivering consistent, high-value client engagements and nurturing long-term partnerships through deep understanding of client objectives.

• Serve as the primary point of contact for day-to-day client issues on smaller accounts, or as supporting role on larger strategic accounts.

• Facilitate client onboarding by driving adherence to onboarding playbooks, ensuring clients effectively leverage the company’s solutions for sustained value.

• Conduct structured communication cadences such as Monthly, Quarterly, and Yearly Business Reviews to provide performance updates, gather feedback, and coordinate optimization initiatives.

Client Health & Engagement  

• Monitor client health through defined success measures, proactively identifying risks and opportunities to enhance service delivery.

• Prepare detailed service performance reports, success plans, and account updates to inform internal teams and clients.

• Ensure compliance with ITIL frameworks and best practices throughout all service delivery processes.

Financial and Commercial Oversight

• Oversee accurate invoicing processes, including onboarding/offboarding services, and resolve billing discrepancies in collaboration with the account team.

• Engage with clients and internal teams to address commercial issues such as disputes, back billing, credits, and aged debt concerns.

Continuous Improvement & Collaboration

• Collect and relay client feedback to Australian based Client Success Managers and product teams to influence service and product enhancements.

• Lead or participate in operational improvement initiatives to identify process gaps and recommend efficiency improvements.

• Collaborate cross-functionally with Sales, Delivery, Engineering, and Support teams to ensure smooth transitions and updates between departments.