Customer Success Specialist-Enterprise

2 weeks ago

Cebu City, Central Visayas, Philippines MyPass Full time

Position Purpose Statement

The Customer Success Specialist-Enterprise (CSS-E) serves as a proactive partner for a portfolio of high-touch strategic accounts, driving customer outcomes, platform adoption, and business value. This role is pivotal in building long-term customer relationships, acting as the primary point of contact to coordinate internal resources, resolve escalations, and deliver exceptional customer experiences. The CSS-E will play a critical role in supporting the retention, expansion, and advocacy efforts of the CSM, leveraging data and insights to proactively address customer needs.

Your Day to Day:

  1. Customer Success & Retention
    • Develop and maintain trusted advisor relationships with strategic customers, understanding their business objectives and aligning the platform to support their goals.
    • Contributing to the overall customer success plans developed by the CSM.
    • Proactively engage customers through Quarterly Business Reviews (QBRs), strategic planning sessions, and regular check-ins.
    • Identify and mitigate churn risks through data-driven health scoring, usage monitoring, and early intervention strategies.
    • Drive the annual renewal processes including coordinating internal teams to meet outcomes.
    • Take note of expansion opportunities and partner with internal teams to drive upsell and cross-sell motions.
  2. Customer Engagement & Adoption
    • Lead and support the Customer Success Manager in delivering tailored platform training sessions and best practice workshops for customer stakeholders.
    • Analyse platform usage data to segment users and develop targeted adoption campaigns.
    • Drive customer advocacy by identifying champions, securing testimonials, and encouraging community engagement.
  3. Escalation Management & Issue Resolution
    • Act as the primary escalation point for strategic customer support issues.
    • Coordinate internal teams across Support, Product, and Engineering to drive timely issue resolution.
    • Provide regular updates to customers on incident progress, ensuring transparency and customer satisfaction.
    • Identify recurring issues (ticket trends) and partner with internal teams to improve product quality and customer experience.
  4. Strategic Insights & Reporting
    • Deliver QBRs with insights on platform usage, business outcomes, and future opportunities.
    • Conduct regular account audits to identify revenue leakage, billing accuracy, and adoption gaps.
    • Leverage customer health scores, NPS data, and feedback to inform customer success plans.
    • Provide input on product enhancements based on customer feedback and usage patterns.
  5. Collaboration & Internal Coordination
    • Partner cross-functionally with Sales, Marketing, Product, and Support teams to deliver seamless customer experiences.
    • Actively contribute to internal process improvements to enhance customer success delivery.
    • Participate in internal stand-ups and account planning sessions.

Our Ideal MyPasser:

  • Minimum 5 years of experience in customer success, account management, or strategic customer engagement in a SaaS environment.
  • Proven experience managing a small portfolio of high-touch strategic or enterprise accounts.
  • Exceptional relationship management, negotiation, and influencing skills.
  • Strong analytical skills with the ability to interpret customer data and translate insights into action.
  • Experience with CRM systems (HubSpot preferred) and customer health scoring frameworks.
  • Excellent written and verbal communication skills, with experience delivering QBRs and customer presentations.
  • Ability to collaborate cross-functionally and coordinate internal resources to deliver customer outcomes.
  • Proactive, customer-centric mindset with strong problem-solving capabilities.

Measures of Success:

  • Customer Retention Rate (CRR) > 100% for strategic accounts.
  • Net Revenue Retention (NRR) > 110% through renewals and expansions.
  • Customer Health Score improvement across portfolio.
  • NPS score improvements for assigned accounts.
  • Timely resolution of escalated issues within SLA.
  • Number of customer advocates and testimonials secured. Accuracy and completeness of CRM data.
  • Contribution to process improvements and internal knowledge sharing.

Development Objectives:

  1. 0-3 Months
    • Complete onboarding and training on the platform, processes, and internal tools (HubSpot, CRM, reporting systems).
    • Shadow senior CSMs on QBRs and customer calls.
    • Develop deep understanding of assigned strategic accounts, including business objectives, platform usage, and key stakeholders.
    • Establish initial relationships with assigned customer contacts.
    • Gain proficiency in customer health scoring and internal escalation processes.
  2. 3-6 Months
    • Own customer check-ins and QBR delivery for assigned accounts.
    • Lead customer training sessions and platform walkthroughs.
    • Begin identifying customer expansion opportunities and collaborate with Sales on strategic account planning.
    • Actively monitor and act on customer health score data. Take ownership of managing escalations and coordinating internal team.
  3. 6 – 12 Months
    • Fully own the customer lifecycle for assigned accounts, including renewals and expansion opportunities.
    • Deliver insights-based QBRs with strategic recommendations.
    • Drive measurable improvement in customer health scores and NPS.
    • Build a pipeline of customer advocates and secure testimonials.
    • Contribute to internal process improvements and knowledge sharing.
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