Customer Success Manager (Remote - Philippines)

About Us
Lion Mountain is a leading provider of Five9 implementation services with over 20 years of experience in the industry. As a Five9 Certified Implementation Partner, we specialize in delivering seamless Five9 implementations for US-based businesses. We are expanding our team to include dedicated support for Five9 reps and customers throughout the implementation process.

About the Role
We are seeking two dedicated Customer Success Managers to join our team, working remotely from the Philippines to support US-based businesses. In this role, you will play a crucial part in ensuring seamless customer experiences by managing relationships with both our partners (who refer customers) and direct customers, including Five9 reps. You will handle real-time communications, proactive updates, and coordination across key tools like FrontApp for communication, HubSpot for CRM, and Rocketlane for project management, while guiding stakeholders through our Five9 implementation process.

We are hiring 1 full-time position requiring 7-8 hours per day, and 1 part-time position 3-4 hours per day Monday through Friday, with shifts designed to cover US business hours from 9 AM EST to 5 PM PST (which spans approximately 11 hours total, with overlapping coverage between the two hires). As a remote role based in the Philippines, you must be willing and able to adjust to US time zones, which may involve evening or night shifts local time.


Key Responsibilities
* Respond to customer requests in real-time, adhering to a strict 5-minute Service Level Agreement (SLA) for initial acknowledgments.
* Manage customer relationships with both partners (including Five9 reps) and end customers, fostering strong connections and ensuring satisfaction throughout the Five9 implementation.
* Maintain open lines of communication between partners and customers, acting as a bridge to facilitate smooth interactions and resolutions.
* Provide daily proactive updates to partners regarding the status of their referrals, including what actions were taken that day and outlined next steps.
* Schedule meetings for customers, partners, and internal teams as needed.
* Utilize a shared inbox system, occasionally responding on behalf of other tea ---------- mbers or personas.
* Handle SMS and email communications efficiently and professionally.
* Leverage FrontApp for all communication channels, HubSpot for CRM tracking, and Rocketlane for project management to streamline workflows and maintain accurate records.

Requirements
* Proven experience in customer success, support, or relationship management roles, preferably in a fast-paced environment; experience with Five9 or similar cloud contact center solutions is a plus.
* Excellent written and verbal communication skills in English, with a professional and empathetic tone.
* Strong attention to detail and ability to multitask under time-sensitive conditions.
* Familiarity with tools like FrontApp, HubSpot, and Rocketlane (or similar CRM/communication/project management software) is highly preferred.
* Comfortable working US time zones (shifts covering 9 AM EST to 5 PM PST), with flexibility for 6-7 hour daily commitments Monday to Friday.
* Ability to work independently in a remote setting, with reliable internet and a quiet workspace.
* Based in the Philippines with legal eligibility to work remotely for a US-focused company.

What We Offer
* Competitive compensation tailored for part-time remote work.
* Opportunity to support growing US businesses in a dynamic role focused on Five9 implementations.
* Training on our tools and processes to ensure success from day one.
* A collaborative team environment focused on customer excellence.

If you thrive in a customer-centric role and are excited about building strong relationships across time zones while supporting Five9 implementations, apply today! Please include your availability for US hours in your application.