Customer Success Specialist – SAAS

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

📋 Description

• Address learner and administrative inquiries via email and help desk.

• Resolve platform-related questions concerning course configuration, enrollments, SCORM uploads, reporting, and integrations.

• Recognize recurring challenges and propose enhancements to assist content, processes, or the product.

• Facilitate new customer onboarding using the company's Time to Value methodology.

• Conduct regular customer check-ins to understand their objectives and service usage.

• Monitor usage and health indicators in HubSpot and administrative dashboards.

• Identify at-risk accounts before renewal, prepare renewal support materials, and document churn reasons.

• Assist customers in maximizing their platform value from onboarding through to renewal.

• Ensure HubSpot CRM records are accurate and up-to-date.

• Lead customized product demonstrations for associations and not-for-profits.

• Follow up with prospects, respond to inquiries, and maintain momentum in deals.

• Contribute to writing blog posts, customer newsletters, and social media content.

• Develop guides, case studies, and instructional resources.

• Share customer successes and stories that illustrate what associations can achieve through learning.

• Report directly to the Head of Customer Success.

⛳️ Requirements

• Proven experience in a customer-facing role such as customer success, support, account management, or sales, preferably in a SaaS environment.

• Demonstrated ability to work independently.

• Outstanding written communication skills.

• Confidence in conducting video calls or product demonstrations.

• A curious and problem-solving attitude.

• Ability to learn new software swiftly.

• Strong organizational skills and commitment to follow-through on various tasks.

• Familiarity with HubSpot is a plus.

• Experience working for an international organization supporting a global audience is a bonus.

• Background in learning management systems, eLearning, or SCORM is advantageous.

• Understanding of the association, membership, or not-for-profit sector is a plus.

• Experience in creating content for social media or email newsletters is beneficial.

🏝️ Benefits

• Comprehensive training.

• Continuous support.

• Complete onboarding process.

• Regular one-on-one meetings.

• Flexible working hours to overlap with New Zealand and Australian time zones.

• Willingness to adapt to US West Coast hours as the North America customer base expands.