Customer Success Specialist

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Take ownership of the complete renewal process for designated high-volume accounts.

• Oversee contract management, modifications, billing inquiries, and ensure data accuracy within the CRM.

• Evaluate and implement customer downgrade requests while recognizing and elevating retention risks.

• Participate in special projects, customer initiatives, process trials, and operational programs.

• Coordinate customer calls and virtual meetings.

• Collaborate consistently with Customer Success Managers to deliver a cohesive customer experience.

• Assist with commercial escalations and liaise with Finance and Legal departments.

• Keep precise, real-time records of renewal dates, contact details, and commercial notes in the CRM system.

• Identify obstacles in the renewal process and suggest automation or workflow enhancements.

• Drive performance metrics related to NRR, on-time renewal rates, and task completion speed KPIs.

⛳️ Requirements

• 1-2 years of experience in a customer-facing position such as Account Management, Sales, Support, or Customer Success.

• Outstanding written and verbal communication abilities.

• Capability to handle high-volume email and chat communications with a professional executive demeanor.

• Experience in customer retention and managing escalations.

• Comfortable conducting live customer calls.

• Strict adherence to scheduled hours (North America Central Time).

• Previous experience in Customer Success is highly desirable.

• A background in a B2B SaaS or technology environment is advantageous.

• Familiarity with CRM tools like Salesforce and customer success platforms such as Gainsight.

• Proficient in using Google Suite.

🏝️ Benefits

• Fully remote work arrangement.

• HMO coverage.

• 13th-month pay.

• Equipment provided.

• Standard 40-hour fixed-schedule work week.

• Good work-life balance.

• Respectful work environment.