Customer Success Specialist - SaaS
New
D
D2BLearning management software
Workable workplace: remote; Workable locations: Manila, Metro Manila, Philippines, NZ Business Hours; flexibility to overlap New Zealand and Australian business hours, and openness to working US West Coast hoursFull-Time
Salary1,500 - 2,000 NZD per year
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Job Details
- Required Skills
- Content creationCustomer SuccessSaaSHubSpotAccount ManagementCustomer support
Requirements
- Experience in a customer-facing role such as customer success, support, account management, or sales; SaaS experience is preferred.
- Track record of working independently.
- Excellent written communication, including clear support replies and engaging content.
- Confidence running a video call or product demo.
- Curious, problem-solving mindset and comfort learning new software quickly.
- Strong organization and follow-through across varied tasks.
- Familiarity with HubSpot is a bonus.
- Experience at an international company supporting a global audience is a bonus.
- Experience with learning management systems, eLearning, or SCORM is a bonus.
- Knowledge of the association, membership, or not-for-profit sector is a bonus.
- Experience creating social media or email newsletter content is a bonus.
Responsibilities
- Respond to learner and administrator queries by email and through the help desk.
- Troubleshoot course setup, enrolments, SCORM uploads, reporting, and integrations.
- Identify recurring issues and suggest improvements to help content, processes, or the product team.
- Run customer onboarding using the company's Time to Value process, from contract through first live course and learner enrolments.
- Conduct regular customer check-ins to understand goals and service usage.
- Monitor usage and health signals in HubSpot and admin dashboards, flag at-risk accounts, prepare renewal-support materials, and log churn reasons.
- Help customers get value from onboarding through renewal and keep HubSpot records up to date.
- Run tailored product demos, follow up with prospects, answer questions, and help move deals forward.
- Help create blog posts, customer newsletters, social media posts, guides, case studies, and how-to resources; share customer stories.
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