Customer Success Specialist | WFH | Mid Shift | Day 1 HMO | Up to PHP90K

Drive Global Marketing Success Through Strategic Customer Engagement From clicks to conversions, you'll be the driving force behind campaigns that make brands shine in the influencer marketing world. Own the customer journey, foster creator partnerships, and turn data into decisions that matter. This global-facing role lets you expand your impact internationally while taking your career to the next level. What You'll Do Be part of our client's team as a Customer Success Specialist, where you manage renewals, nurture key accounts, and identify growth opportunities. You will engage with clients globally, ensure seamless contract processes, build lasting relationships, and contribute to business success while driving customer satisfaction and expansion. Career Snapshot: Employment type: Full timeShift: Mid Shift, ShiftingWork setup: Work from HomeSalary: PHP 40,000 - PHP 90,000 Perks and Benefits:Day 1 HMO coverage with free dependentCompetitive Salary PackagePermanent WFH arrangementPrime office location in Makati (Easy access to MRT stations, restaurants, and banks)Fixed weekends offMid shift scheduleSalary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)Unlimited upskilling through Emapta Academy courses (Want to know more? Visit )Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainerExclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more)Unlimited opportunities for employee referral incentives across the organizationStandard government and Emapta benefitsTotal of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)Fun engagement activities for employeesMentorship and exposure to global leaders and teamsCareer growth opportunitiesDiverse and supportive work environmentWho You Are - Qualifications Needed:3+ years experience in customer success, account management, or B2B renewalsStrong business communication skills - excellent written and verbal EnglishRenewal processing experience - managing contract lifecycles and renewal workflowsCRM proficiency - Salesforce, HubSpot, or similar platform experienceRelationship-building skills - ability to build trust and rapport with business stakeholdersProcess-oriented mindset - comfortable with defined workflows and systematic approachesCustomer-facing experience - speaking with customers and resolving their problemsExcellent communication skills - written and verbalSaaS industry experience - understanding of subscription business modelsAccount management background - experience managing assigned account portfoliosSales or business development experience - comfortable with revenue conversationsMarketing technology familiarity - understanding of agency/brand marketing workflowsData analysis skills - ability to interpret usage metrics and health indicatorsYour Responsibilities Renewal Processing & Management (70% of role)Execute end-to-end renewal process for accounts with annual recurring revenue between $5K-$100KManage renewal timeline from 120 days pre-renewal through contract execution and payment processingConduct renewal preparation calls 90 days prior to assess satisfaction, address concerns, and confirm renewal intentProcess contract renewals including quote generation, pricing discussions, contract preparation, and signature coordinationCoordinate with Sales team for pricing approvals and package modifications on renewals >$50KTrack and forecast renewal pipeline with 95%+ accuracy in CRM and provide weekly pipeline updatesIdentify and mitigate renewal risks through proactive outreach and issue resolutionAchieve 95%+ gross renewal rate across assigned account portfolioBusiness Relationship Management (20% of role)Manage customer-experience inbox - monitor, triage, and respond to customer requests via customer-experience aliasRoute customer inquiries appropriately - direct customers to Product Support, Product Education, or Account Executives based on request typeServe as initial point of contact for assigned customers seeking business support or renewal assistanceConduct bi-annual business reviews for Mid-Market accounts ($50K+ ARR) focused on return on investment and business valueMonitor account health through business engagement metrics, usage trends, and stakeholder satisfactionMaintain professional relationships with primary account contacts and key users for renewal coordinationDocument customer business objectives and success metrics to inform renewal and expansion conversationsUtilize automated communication tools to maintain proactive touchpoints with customers between formal interactionsCoordinate cross-functional support when customers need technical or educational resources (via proper handoffs)Growth & Expansion Identification (10% of role)Identify expansion opportunities through business needs assessment and account analysisPresent growth options including seat increases, package upgrades, or additional service modulesQualify expansion opportunities and coordinate with Account Executives for deals >$25KTrack expansion pipeline and conversion metrics for assigned accountsConduct expansion discovery calls to understand evolving business requirementsGenerate qualified expansion leads for the sales team based on customer growth indicatorsAbout the Client Our client, SocialEdge, Inc., is a leader in influencer marketing software, helping brands discover and manage creators, execute campaigns, and measure results. With a global presence, over 325 employees, and a database of 20 million+ creators, they empower teams to innovate, collaborate, and shape the future of the Creator Economy. Their hybrid-first approach supports flexibility, growth, and exposure to international clients. Welcome to Emapta Philippines Join a team that values camaraderie, excellence, and growth. Recognized as one of the Top 20 Dream Companies of Filipinos in 2024, Emapta stands proudly alongside industry giants, offering stability and exciting career opportunities. Your career flourishes here with competitive compensation, international clients, and a work culture focused on collaboration and innovation. Work with global clients across industries, supported by a stable foundation and like-minded professionals passionate about making an impact. We empower your success with opportunities for personal and professional development in an inclusive environment. Apply now and be part of the #EmaptaEra