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Customer Success Lead (P400k Sign-on Bonus)

Job Description

You will lead a team of Customer Success Managers (CSMs), ensuring our clients achieve measurable value from our solutions while fostering renewals, growth, and advocacy.
Key Responsibilities
  • Lead and mentor the Customer Success team to deliver measurable outcomes for our customers.
  • Partner with Sales and Engineering teams to drive customer retention, adoption, and expansion opportunities.
  • Develop playbooks and success plans leveraging Microsoft Dynamics 365 Customer Success, Copilot, and Teams.
  • Use Copilot to generate insights on customer health, adoption, and usage trends.
  • Demonstrate expertise in delivering customer support for Microsoft 365 (M365) environments, including Teams, Outlook, SharePoint, OneDrive, and related services.
  • Experience managing and optimizing support models that blend AI-powered self-service (such as Copilot and M365 Chat) with expert human escalation for complex issues.
  • Proven ability to lead support teams in providing 24/7 assistance, onboarding, troubleshooting, and proactive customer engagement within the M365 ecosystem.
  • Familiarity with integrating support workflows into platforms like mySMB, leveraging AI-driven insights to improve customer satisfaction and operational efficiency.
  • Build strong executive relationships with customers to position us as a trusted partner.
  • Oversee onboarding, training, and change management initiatives to ensure smooth adoption of Microsoft-based solutions.
  • Establish KPIs, measure NRR (Net Revenue Retention), and present customer success metrics to leadership.
  • Proactively identify at-risk accounts and develop strategies to re-engage and retain them.
  • Champion the voice of the customer across the organization. 

    • Qualification

  • 10+ years of experience in Customer Success, Account Management, or related roles.
  • Experience leading or mentoring customer-facing teams.
  • Strong understanding of the Microsoft ecosystem (Teams, Outlook, Dynamics 365, Azure, Power Platform).
  • Hands-on familiarity with Microsoft Copilot and its application in driving customer value is a plus.
  • Proven ability to influence C-level stakeholders and lead executive business reviews.
  • Strong analytical mindset with experience using data (Power BI, Dynamics 365 dashboards, etc.) to drive decisions.
  • Excellent communication, problem-solving, and relationship-building skills.
    •  Preferred Skills
  • Certifications in Microsoft Dynamics 365 or Microsoft 365 Copilot.
  • Experience with SaaS customer success models and renewal/expansion strategies.
  • Ability to drive change management and technology adoption at scale.
  • Familiarity with success metrics such as NRR, GRR, CSAT, and health scores. 

    • About The AI Solutions Company

    An Australia-based AI solutions company that provides intelligent, data-driven technologies to small and medium-sized businesses. It helps streamline operations, improve decision-making, and drive growth through customized automation and machine learning solutions tailored to each business's unique needs.

    Customer Success Lead (P400k Sign-on Bonus)

    AI Solutions Company

    BGC, Taguig

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    Salary

    150,000-200,000/month

    Position Level

    Manager

    Job Level

    Experienced Hire

    Job Type

    Full Time

    Hiring Until

    12/08/2025

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