About DOON:
At DOON, we're not just a car-sharing marketplace – we're a community that values seamless experiences and exceptional service. Our mission is to make transportation hassle-free and enjoyable for everyone. As the first fully insured car-sharing platform in the Philippines, DOON connects car owners with individuals seeking reliable and convenient transportation. We take pride in providing a diverse range of vehicles, competitive pricing, and a user-friendly app, ensuring our users can navigate their journeys with ease.
Job Summary:
The Customer Success Lead will play a pivotal role in driving customer satisfaction, retention, and growth. This role requires a customer-centric professional with a proven track record of managing customer relationships, improving customer experiences, and delivering results. The ideal candidate will have strong leadership skills, excellent communication abilities, and a deep understanding of customer success strategies.
Key Responsibilities:
1. Customer Relationship Management:

• Build and maintain strong, long-lasting relationships with customers.
• Serve as the primary point of contact for key accounts, ensuring their needs are met and their expectations exceeded.
• Proactively identify and address customer issues and concerns.

2. Customer Onboarding:

• Oversee the onboarding process for new customers, ensuring a smooth and positive experience.
• Develop and implement onboarding programs that effectively introduce customers to our products/services and set them up for success.
• Conduct training sessions and provide resources to help customers maximize the value of our offerings.

3. Customer Success Strategy:

• Develop and execute customer success plans that align with the company’s goals and objectives.
• Monitor customer health metrics and implement strategies to improve customer satisfaction and retention.
• Identify opportunities for upselling and cross-selling, and work with the sales team to capitalize on these opportunities.

4. Team Leadership:

• Lead and mentor a team of customer success managers and specialists.
• Foster a culture of collaboration, continuous learning, and customer-centricity within the team.
• Provide regular performance feedback and support professional development.

5. Customer Feedback and Advocacy:

• Collect and analyze customer feedback to identify trends and insights.
• Advocate for customers internally, working with product, marketing, and support teams to drive improvements based on customer input.
• Develop and maintain customer success stories and case studies to showcase the value of our solutions.

6. Process Improvement:

• Continuously evaluate and improve customer success processes and workflows.
• Implement best practices and innovative approaches to enhance the customer experience.
• Utilize data and analytics to measure the effectiveness of customer success initiatives and drive data-driven decisions.

7. Customer Communication:

• Develop and manage communication strategies to keep customers informed and
• engaged.
• Create and deliver regular updates, newsletters, and product announcements.
• Organize customer events, webinars, and other engagement activities.

Qualifications:

• Bachelor’s degree in Business Administration, Marketing, or a related field.
• 5+ years of experience in customer success, account management, or a related role, with at least
• 2 years in a leadership position.
• Proven track record of managing customer relationships and driving customer success.
• Strong leadership and team management skills.
• Excellent communication, interpersonal, and problem-solving abilities.
• Customer-centric mindset with a passion for delivering exceptional service.
• Experience with CRM software and customer success tools.
• Ability to analyze data and derive actionable insights.
• Strong organizational and project management skills.
• Ability to work independently and as part of a team in a fast-paced environment.

Job Type: Full-time
Pay: Php70,000.00 per month
Benefits:

• Flexible schedule

Schedule:

• 8 hour shift
• Monday to Friday

Supplemental Pay:

• 13th month salary