Customer Success Specialist

1 day ago

Quezon City, National Capital Region, Philippines SupportNinja Full time $104,000 - $130,878 per year
What You'll Do
  • 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 We're Looking For
- 1-2 years in a customer-facing role, preferably in SaaS
- 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.

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