Customer Success Specialist

This is a fully remote position, open to applicants in Philippines, +2 more countries.

📋 Description

• Manage a portfolio of active FrankieOne customer accounts

• Act as the primary point of contact for product, adoption, and operational issues

• Transition customer engagement from reactive, ticket-based support to proactive success management

• Monitor account health, usage, work pass rates, and product adoption

• Identify at-risk accounts and proactively address concerns before customers bring them up

• Resolve issues and escalate as necessary in collaboration with Technical Support

• Conduct customer training sessions, product education, walkthroughs, and configuration discussions

• Ensure customers continue to progress post-go-live; technical onboarding is managed by Implementations

• Recognize authentic expansion opportunities and pass them to Account Management

• Work closely with Technical Support, Implementations, and Product teams

• Gather customer feedback to influence the product roadmap

• Mentor, train, and provide peer reviews for junior team members

⛳️ Requirements

• Over 3 years of experience in customer success, onboarding, implementation, or product specialist roles within B2B SaaS

• Experience in fintech, regtech, or related compliance industries is a significant advantage

• Proven track record of managing a portfolio of accounts with accountability for retention

• Familiarity with working on a technical product and developing substantial expertise in it

• Skilled in handling escalations and collaborating with technical teams for resolution

• Proficient in utilizing data to prioritize tasks and enhance customer interactions

• Strong passion for technology and addressing customer challenges

• Attention to detail and comprehension of customer priorities

• Excellent interpersonal skills and a natural, collaborative presentation style

• Ability to establish rapport with individuals at all levels

• Capability to develop product knowledge in KYC, KYB, AML, fraud prevention, cascades, and OneSDK

• Competence in interpreting verification data, diagnosing failed checks, and clearly explaining them to customers

🏝️ Benefits

• Competitive salary package

• Comprehensive health insurance

• Opportunities for professional development and career progression

• Flexible working arrangements

• Supportive and collaborative team environment