Customer Success Specialist
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LevelUpB2B SaaS
Listing location: Manila; Workplace type: Remote, Monday to Friday, 10:00 PM to 7:00 AM PHT (8:00 AM to 5:00 PM CST); absolute adherence to scheduled hours is required.Full-TimeJunior
Salary25,000 - 30,000 PHP per month
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Job Details
- Experience
- 1-2 years of experience in a customer-facing role such as Account Management, Sales, Support, or Customer Success.
- Required Skills
- SalesforceCustomer SuccessGoogle WorkspaceAccount Management
Requirements
- Have 1-2 years of experience in a customer-facing role such as Account Management, Sales, Support, or Customer Success.
- Have experience with retention and escalations.
- Be comfortable holding live customer calls.
- Manage high-volume email and chat correspondence with professional written and verbal communication.
- Adhere to the scheduled working hours: Monday to Friday, 10:00 PM to 7:00 AM PHT (8:00 AM to 5:00 PM CST).
- Have experience using CRM tools such as Salesforce and customer success platforms such as Gainsight.
- Be proficient in Google Suite.
- Prior Customer Success experience is highly preferred.
- A background in a B2B SaaS or tech environment is a plus.
Responsibilities
- Own the end-to-end renewal process for assigned high-volume accounts and support timely contract execution.
- Process contract amendments, handle billing inquiries, and maintain CRM data integrity.
- Assess and process customer downgrade requests, documenting retention risks and escalating them appropriately.
- Contribute to customer campaigns, process pilots, and operational initiatives.
- Facilitate customer calls and virtual meetings to support renewals and address customer needs.
- Work with Customer Success Managers to provide a unified customer experience.
- Coordinate with Finance and Legal to resolve commercial obstacles to renewal.
- Keep renewal dates, contact information, and commercial notes updated in the CRM.
- Identify renewal-process bottlenecks and propose automation or workflow changes.
- Execute against team KPIs, including Net Revenue Retention, On-Time Renewal Rate, and Task Completion Speed.
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