Customer Success Specialist-SaaS

5 days ago

Davao City, Philippines Global Staff Network Full time

Job Position: Customer Success Specialist Schedule: Monday to Friday | 6:00 AM to 3:00 PM PH Time Setup: Onsite About the Role We're looking for a proactive, detail-oriented, and technically adept Customer Success Specialist to join our growing team. In this role, you'll serve as the primary point of contact for new and existing customers helping them onboard, configure, and succeed with our software platform. You’ll also play a key role in supporting go-to-market (GTM) initiatives, data management, and reporting tasks that drive customer engagement and product adoption. This hybrid role blends customer-facing responsibilities with backend support and process improvement, making it ideal for someone who enjoys both relationship management and technical problem-solving. Key Responsibilities Customer Success & Technical Onboarding (65%) Create site forms and perform the initial configuration of customer systems/platforms. Cleanse and prepare CSV files of client data to be uploaded into the system. Provide first-level technical support for setup and configuration issues, resolving queries or escalating as needed. Provide Support Portal help and assist AU-based Customer Success Managers (CSMs) with customer inquiries. Collaborate with product, engineering, and support teams to track and resolve bugs or complex technical challenges. Create and maintain customer-facing documentation, FAQs, onboarding guides, and support resources. Go-To-Market (GTM) Support (45%) Support the GTM Team by liaising with external stakeholders and researching events. Assist with partner onboarding, including credential validation and system configuration. Triage and elevate partner and customer support queries as needed. Collect, consolidate, and report on adoption, usage, and engagement metrics. Maintain and update HubSpot CRM, ensuring data accuracy across marketing and sales pipelines. Generate HubSpot reports, including leads, engagement metrics, and conversion rates. Qualifications At least 2 years of experience in Customer Success/Client Success, Support, ideally within a SaaS or tech company. Strong technical proficiency and ability to manage software configurations and data processing. Experience using HubSpot , Slack , or similar collaboration tools. Excellent communication, organization, and time-management skills . Collaborative mindset with a hands-on approach to solving challenges. Familiarity with email marketing tools, survey platforms , or customer engagement analytics is a plus Free coffee and snacks 13th-month pay Paid annual leave HMO coverage Life insurance Birthday leave #J-18808-Ljbffr

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