Customer Success Specialist
New
Philippines, fully remote, North America Central TimeFull-TimeMiddle
Salary20,000 - 25,000 PHP per month
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Job Details
- Languages
- English
- Experience
- 1 to 2 years
- Required Skills
- SalesforceAccount ManagementCRMCustomer SuccessSaaSGoogle Workspace
Requirements
- 1 to 2 years of proven experience in a customer-facing role, such as Account Management, Sales, Support, or Customer Success.
- Demonstrated expertise in handling customer retention and managing escalations.
- Strong comfort level and confidence in conducting live customer calls and virtual meetings.
- Exceptional written and verbal English communication skills, with the ability to manage high-volume email and chat correspondence.
- Strict adherence to scheduled working 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 (e.g., Salesforce) and Customer Success platforms (e.g., Gainsight) is preferred.
- Strong working knowledge of Google Workspace (G Suite).
- A proactive, can-do attitude combined with a strong team-oriented, supportive approach.
- Genuine passion for problem-solving, customer experience, continuous learning, and self-improvement.
Responsibilities
- Take ownership of the end-to-end renewal process for assigned high-volume accounts, guaranteeing timely contract execution and sustaining a high Gross Revenue Retention (GRR).
- Administer the customer relationship, including processing amendments, addressing billing inquiries, and ensuring CRM data accuracy.
- Evaluate, process, and accurately execute customer downgrade requests in accordance with company policy.
- Contribute to special projects and customer-centric initiatives, such as targeted campaigns, process pilots, and operational programs.
- Lead customer calls and virtual meetings to facilitate commercial execution.
- Collaborate daily with a team of Customer Success Managers (CSMs) to deliver a seamless, unified customer experience.
- Serve as the primary point of contact for commercial escalations within your squad.
- Maintain impeccable CRM hygiene by updating renewal dates, contact information, and commercial notes.
- Proactively identify bottlenecks within the high-volume renewal workflow and recommend automation or process enhancements.
- Drive relentless execution to meet and exceed team-based KPIs, including Net Revenue Retention (NRR), On-Time Renewal Rate, and Task Completion Speed.
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