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Customer Success Specialist [2622-302609]

2 months, 3 weeks ago
Philippines
Full-time
Junior
Customer Success
Customer and Technical Support
CRM Salesforce
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Internet Software & Services
51-250
Founded 2017
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Description

  • Own the end-to-end renewal process for assigned high-volume accounts and support gross revenue retention.
  • Manage customer relationships by processing amendments, handling billing inquiries, and maintaining accurate CRM records.
  • Review and execute customer downgrade requests in line with company policy and escalate retention risks as needed.
  • Lead customer calls and virtual meetings to support commercial execution and renewal discussions.
  • Collaborate daily with Customer Success Managers to deliver a seamless customer experience.
  • Serve as the primary contact for commercial escalations and work with Finance and Legal to resolve renewal blockers.
  • Maintain CRM hygiene by updating renewal dates, contact details, and commercial notes in real time.
  • Identify bottlenecks in the renewal workflow and recommend automation or process improvements.
  • Contribute to customer-centric projects, including campaigns, pilots, and operational initiatives.
  • Drive execution against team KPIs such as NRR, on-time renewal rate, and task completion speed.

Requirements

  • 1 to 2 years of experience in a customer-facing role such as Account Management, Sales, Support, or Customer Success.
  • Demonstrated experience with customer retention and escalation handling.
  • Comfort and confidence in leading live customer calls and virtual meetings.
  • Excellent written and verbal English communication skills with professional executive presence in high-volume email and chat communication.
  • Ability to work scheduled hours aligned with North America Central Time.
  • Prior experience in Customer Success and a B2B SaaS or tech environment is highly preferred.
  • Proficiency with CRM tools such as Salesforce and customer success platforms such as Gainsight is preferred.
  • Strong working knowledge of Google Workspace (G Suite).
  • A proactive, team-oriented mindset with a strong willingness to learn and improve.
  • Passion for problem-solving and delivering a strong customer experience.

Benefits

  • Remote work from the Philippines.
  • Full-time regular employment.
  • Equipment provided.
  • 13th month pay.
  • HMO coverage.
  • Salary range of ₱20,000 - ₱25,000 per month.

Interested in this position?

Apply directly on the company website

Apply Now

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