Customer Success Specialist

4 days ago

Manila, National Capital Region, Philippines Concierge Plus Full time

Customer Success Specialist (Remote - APAC)

Location: Remote

Department: Customer Success

Reports to: Customer Success Manager

YOUR ROLE

As a Customer Success Specialist, you'll play a key role in ensuring our customers achieve lasting value from our products and services. You'll build strong relationships, provide responsive support, and collaborate cross-functionally to drive satisfaction, retention, and long-term success.

KEY RESPONSIBILITIES

Build and maintain strong, positive relationships with customers to ensure satisfaction, retention, and growth.

Proactively monitor customer accounts to identify risks or opportunities and recommend effective solutions.

Serve as a trusted partner, coordinating with internal teams to address customer needs and improve service delivery.

Gather, document, and share customer feedback with the Product team to influence product improvements and enhancements.

Deliver engaging training sessions and onboarding support to help customers maximize the value of our products.

Respond promptly to customer inquiries via phone, email, or other communication channels.

Accurately record and update all customer interactions and transactions in the company CRM.

Partner with Technical Support to resolve escalated issues efficiently.

Track and analyze customer feedback to identify patterns, pain points, and opportunities for improvement.

Contribute to the development and implementation of customer success initiatives, policies, and best practices.

Stay up to date on product updates, new features, and company offerings through ongoing training.

Participate actively in team meetings to support process improvement and strategy discussions.

- Perform other duties as assigned.

QUALIFICATIONS

Education:

  • Bachelor's degree preferred, or equivalent professional experience.

Experience & Skills:

Minimum 2 years of experience in customer support or customer success.

Minimum 2 years working with a U.S.-based company.

Proven ability to manage B2B customer relationships via phone and email.

Excellent written and spoken English communication skills.

Strong organizational skills with a focus on accuracy and attention to detail.

Experience with HubSpot and JIRA preferred.

Proficiency in Microsoft Office Suite (Word, Excel, Outlook, Teams).

Must have reliable internet access and backup connection.

Must have own equipment (PC and headset) suitable for professional communication.

Availability to work 8:00 AM – 5:00 PM U.S. Eastern Time.

- Ability to start on ASAP.

WHAT WE OFFER YOU

  • ₱ 68,000 monthly
  • Generous Time–Off Policy 39 PTO days
  • 13th Month Pay Included

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