Customer Success Specialist

Makati City - Philippines

Monthly Salary: USD 2000 - 2300

Posted on: 3 days ago

Vacancies: 1 Vacancy

Job Summary

The Customer Success Manager (CSM) owns a portfolio of customers driving adoption value realization and longterm retention. The CSM acts as a strategic advisor aligning the product to customer business goals coordinating internal resources and identifying growth opportunities.

Key responsibilities:

Build and maintain strong relationships with key stakeholders (executive sponsors champions and power users) across assigned accounts.
Lead onboarding and adoption plans in partnership with Implementation ensuring customers achieve timetovalue targets.
Monitor customer health using usage data support trends and sentiment to proactively address risk and identify expansion opportunities.
Conduct regular checkins and executive business reviews to present outcomes roadmap updates and joint success plans.
Partner with Sales on renewals and upsell motions by identifying additional use cases user groups or modules that can deliver value.
Coordinate with Support Product and Engineering to resolve complex issues advocate for customer needs and manage expectations.
Capture and share customer feedback case studies and success stories to inform product strategy and marketing.
Mentor junior team members and contribute to refining playbooks health scoring models and success metrics.

Requirements

Product / Service Knowledge Level 3
Customer Communication Level 3
Technical Ability Level 3
Issue Resolution Level 3
Relationship Building Level 4
Project / Implementation Management Level 3
Data Analysis & Reporting Level 3
Strategic Thinking Level 4
Stakeholder Management Level 3
Leadership / Team Management Level 2
Process Improvement Level 3
Cultural Competence Level 3
1-2 years in Customer Success Account Management or similar customerfacing role preferably in B2B/SaaS.
Proven track record of managing a book of business and achieving retention/expansion targets.
Strong analytical skills; comfortable working with customer data and dashboards.
Excellent relationshipbuilding communication and influencing skills at multiple

Benefits

Great Place to Work-Certified Company
Premium HMO
Holistic employee experience
Work-from-home and hybrid work setup
Rewards and incentives
Monthly engagement activities
Career advancement opportunities
Paid referral program

Required Skills:

At least 12 years of experience with the following: Experience with Windows Operating Systems with an understanding of security permissions for Active Directory Experience using ConnectWise Experience supporting laptop/desktop workstations and troubleshooting problems related to end-user applications Experience troubleshooting Microsoft Office 365 and Office applications Familiarity with SharePoint and Exchange Experience with monitoring solutions such as LogicMonitor and Datto RMM Familiarity with network troubleshooting such as Zscaler and FortiClient Ability to read comprehend and follow instructions either from Team Leader/Director or Service Desk knowledge base Strong customer service skills Attention to detail Other Experience: Experience working with Autotask is a plus ITIL fundamentals are a plus Microsoft certifications are a plus Additional Requirements: Must have fiber optic internet with at least 25 Mbps bandwidth Must have a backup desktop or laptop with the latest operating system Must be willing to work on a shifting schedule Must be amenable to reporting to our Makati and BGC office as needed

Key responsibilities:

Build and maintain strong relationships with key stakeholders (executive sponsors champions and power users) across assigned accounts.
Lead onboarding and adoption plans in partnership with Implementation ensuring customers achieve timetovalue targets.
Monitor customer health using usage data support trends and sentiment to proactively address risk and identify expansion opportunities.
Conduct regular checkins and executive business reviews to present outcomes roadmap updates and joint success plans.
Partner with Sales on renewals and upsell motions by identifying additional use cases user groups or modules that can deliver value.
Coordinate with Support Product and Engineering to resolve complex issues advocate for customer needs and manage expectations.
Capture and share customer feedback case studies and success stories to inform product strategy and marketing.
Mentor junior team members and contribute to refining playbooks health scoring models and success metrics.

Requirements

Product / Service Knowledge Level 3
Customer Communication Level 3
Technical Ability Level 3
Issue Resolution Level 3
Relationship Building Level 4
Project / Implementation Management Level 3
Data Analysis & Reporting Level 3
Strategic Thinking Level 4
Stakeholder Management Level 3
Leadership / Team Management Level 2
Process Improvement Level 3
Cultural Competence Level 3
1-2 years in Customer Success Account Management or similar customerfacing role preferably in B2B/SaaS.
Proven track record of managing a book of business and achieving retention/expansion targets.
Strong analytical skills; comfortable working with customer data and dashboards.
Excellent relationshipbuilding communication and influencing skills at multiple