Customer Success Specialist

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

📋 Description

• Take charge of the complete renewal process for designated high-volume accounts, ensuring timely contract execution and maintaining a high Gross Revenue Retention (GRR).

• Manage customer relationships by processing amendments, resolving billing inquiries, and guaranteeing the accuracy of CRM data.

• Assess, process, and accurately handle customer downgrade requests in line with company policies, ensuring that retention risks are identified, recorded, and managed through internal escalation or value-driven discussions.

• Participate in special projects and customer-focused initiatives, such as targeted campaigns, process pilots, and operational programs designed to enhance retention and efficiency.

• Lead customer calls and virtual meetings to facilitate commercial execution and address customer needs throughout the renewal and retention lifecycle.

• Collaborate daily with a group of Customer Success Managers (CSMs) to provide a cohesive and streamlined customer experience.

• Act as the main point of contact for commercial escalations within your team, collaborating with Finance and Legal departments to navigate renewal challenges.

• Ensure impeccable CRM hygiene by updating renewal dates, contact details, and commercial notes in real-time for accurate executive forecasting.

• Proactively identify bottlenecks in the high-volume renewal workflow and suggest automation or process improvements to enhance team efficiency.

• Drive consistent execution to meet and surpass team-based KPIs, including Net Revenue Retention (NRR), On-Time Renewal Rate, and Task Completion Speed.

⛳️ Requirements

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

• Proven expertise in managing customer retention and handling escalations effectively.

• Strong comfort and confidence in conducting live customer calls and virtual meetings.

• Exceptional written and verbal communication skills in English, with the ability to manage high-volume email and chat correspondence, exhibiting professional "Executive Presence."

• Strict adherence to scheduled working hours aligned with North America Central Time.

• Previous experience in Customer Success within a B2B SaaS or technology environment is highly desirable.

• Proficiency with CRM tools (e.g., Salesforce) and Customer Success platforms (e.g., Gainsight) is preferred.

• Strong familiarity with Google Workspace (G Suite).

• A proactive, can-do attitude combined with a strong team-oriented and supportive approach.

• A genuine passion for problem-solving, enhancing customer experience, continuous learning, and personal development.

🏝️ Benefits

• 13th month pay

• HMO

• Equipment provided