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Senior Customer Success Specialist

3 weeks ago

Makati City, National Capital Region, Philippines Share Treats Innovation Full time

About the role:

The Senior Customer Success Specialist is a strategic and client-facing role responsible for driving customer value, strengthening relationships, and growing revenue within assigned accounts. This role requires deep client management experience, proactive ownership of accounts, and the ability to identify and lead opportunities for cross-sell, upsell, and long-term expansion strategies, all aligned with Share Treats' overall strategy and direction.

What You'll Do:

  • Serve as the primary contact for mid to large enterprise clients and manage overall account success
  • Build strategic account plans focusing on growth, adoption, and engagement
  • Analyze client usage and data to recommend performance improvements
  • Lead business reviews, solution discussions, and performance presentations
  • Resolve complex issues and coordinate with internal teams (Product, Tech, Finance, Operations, Sales)
  • Identify and drive cross-sell and upsell opportunities within your portfolio
  • Proactively address risks, churn signals, and operational concerns
  • Provide product and operational feedback based on client insights and concerns
  • Mentor Junior Customer Success Specialists and guide them through escalations
  • Contribute to process improvements, playbooks, and client-facing materials

What we're looking for:

  • 2 to 3+ years in Customer Success, Account Management, or Client Services (enterprise-level preferred)
  • Proven experience in upselling/cross-selling or commercial negotiations
  • Strong analytical and presentation skills
  • Excellent communication and relationship-building abilities
  • Experience with APIs, digital products, eCommerce, or fintech is a plus
  • Ability to manage complex accounts
  • Forecasting outcomes and anticipating client needs