Customer Success Specialist

2 weeks ago


Quezon City, Philippines SupportNinja Full time

Work Setup: Hybrid at the Sanctum, SM - North EDSA, Quezon City (5-6 weeks onsite training)

Schedule: Flexible, including night shift

Start Date: ASAP

What does a day in the life of a Customer Success Specialist look like?

  • Respond to inbound account-related questions directly, blending support with light-touch CSM work
  • Own a portfolio of SMB accounts—conducting check-ins to reinforce value, address questions, and deepen relationships
  • Monitor customer health and product usage trends (including Sidekick adoption) to proactively identify risks to retention
  • Use Salesforce case alerts to flag and follow up on drops in usage, re-engaging customers with guidance and resources
  • Track customer sentiment through channels, support interactions, and informal check ins to ensure customers feel supported and confident in our value
  • Become an expert in our platform and guide customers to best practices and new capabilities
  • Trigger strategic, timely outreach to surface product recommendations and educational resources
  • Partner closely with Support, Education, Customer Success, Sales, and Marketing to ensure a seamless, connected experience throughout the customer lifecycle

What are the required qualifications for a Customer Success Specialist?

  • 1-2 years in a customer-facing role, preferably in SaaS industry
  • Highly organized and able to manage multiple conversations at once
  • Strong written and verbal communicator with a customer-first mindset
  • Curious, proactive, and eager to learn
  • CRM experience (Zendesk, Salesforce)
  • Ability to handle proactive communications, including automated email updates about client accounts and follow-ups to schedule calls.
  • Familiarity with renewals processes – while negotiations are handled by a Renewals Specialist, the CSS should support by coordinating schedules and joining calls to stay aligned on progress and client feedback.
  • Retention-focused mindset, with success measured by retention KPIs and linked to a bonus structure.

Ninja Perks and Benefits

  • Competitive compensation
  • Beautiful facility & Free Meals for onsite positions
  • Adherence to government-mandated benefits
  • Retirement Savings Program with Company Matching
  • Life Insurance
  • Paid time off, birthday leave
  • Opportunities for skills training and personal and professional development
  • Employee referral program

Experience infinite fun so you can have infinite growth. Discover A Better Way to Grow Are you ready?

Seniority level

Associate

Employment type

Full-time

Job function

Sales and Customer Service

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