Customer Success Specialist-SaaS

Job Position: Customer Success Specialist

Schedule: Monday to Friday | 6:00 AM to 3:00 PM PH Time

Setup: Onsite

Location: Matina IT Park, Davao City

About the Role

Were looking for a proactive and technically adept Customer Success Specialist to join our team. In this role, youll be the primary point of contact for new and existing customers, helping them onboard, configure, and succeed with our software platform. You'll also support go-to-market (GTM) activities and marketing initiatives that drive customer engagement and product adoption.

This is a hybrid role blending technical onboarding and support with GTM operations and customer success analytics, making it ideal for someone who enjoys both customer-facing interaction and backend process improvement.

Key Responsibilities

Customer Success & Technical Onboarding (60%)

• Guide new customers through the onboarding journey, including software setup, configuration, and activation.
• Provide first-level technical support for setup and configuration issues, resolving queries or escalating as needed.
• 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 to ensure a smooth user experience.

Go-To-Market (GTM) Support (40%)

• Set up and manage NPS, brand perception, and customer feedback surveys, including automation and customer journey triggers.
• Assist with the partner onboarding process, including credential validation and system configuration.
• Triage and escalate partner and customer support queries as needed.
• Collect, consolidate, and report on adoption, usage, and engagement metrics.
• Administer and track the customer referral program, including communications and reporting.
• Support email marketing campaigns through scheduling and content coordination.
• Maintain and update HubSpot CRM, ensuring data accuracy across marketing and sales pipelines.
• Generate HubSpot reports including leads, engagement metrics, and conversion rates.
• Support internal team collaboration across GTM and marketing via Slack and other tools.
• Maintain an events calendar and support marketing/partnership event coordination.
• Assist with ad hoc GTM and marketing administrative tasks.

Key Skills

• Product Expertise: Ability to master software inside-out and become an expert in Loop.
• Problem-Solving: Strong troubleshooting skills to quickly diagnose issues and resolve technical blockers.
• Empathy & Proactive Communication: Demonstrated ability to communicate clearly, anticipate customer needs, and build trust especially common among candidates from support backgrounds.
• Organizational Agility: Comfort working across teams and managing multiple tasks in a fast-paced environment.
• Data Literacy: Ability to collect, analyze, and interpret usage, engagement, and marketing performance metrics.

Key Experiences

• SaaS/Software Experience: Direct experience supporting users of a SaaS product.
• CRM Use: Hands-on experience with tools like HubSpot (preferred), Salesforce, , or similar platforms.
• Support or Success Background: Previous roles in customer support, success, onboarding, or technical enablement.

Qualifications

• A graduate of Computer Science, Information Technology, or a related technical field.
• 2+ years of experience in a Customer Success, Support, or GTM Operations role ideally within a SaaS or tech company.
• Strong technical aptitude with the ability to understand software setup and basic troubleshooting.
• Experience using HubSpot, Slack, or other tools for CRM and customer success operations is highly desirable.
• Excellent communication and interpersonal skills both written and verbal.
• Strong organizational and time-management skills with the ability to juggle competing priorities.
• A collaborative mindset with a willingness to roll up your sleeves and get things done.
• Familiarity with email marketing tools, survey platforms, or customer engagement metrics is a plus.

• Day-shift schedule
• Free coffee and snacks
• Competitive salary
• 13th-month pay
• Paid annual leave
• HMO coverage
• Life insurance
• Birthday leave