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Customer Success Specialist

23 hours ago

Manila, National Capital Region, Philippines Emapta Full time

Managing SaaS Renewals for Global Creator Economy PlatformsRetention is where real growth happens. This opportunity places you at the center of long-term customer value-managing renewals, strengthening relationships, and turning platform adoption into sustained revenue. Working with global marketing teams, you'll guide clients through renewal cycles, anticipate risks, and uncover expansion opportunities. It's a customer success path built on trust, data, and measurable business outcomes.What You'll DoBe part of our client's team as a Customer Success Specialist - SaaS Renewals, where you are responsible for owning the renewal lifecycle across a portfolio of SaaS customers. You'll lead proactive renewal conversations, manage contracts, forecast pipeline health, and collaborate cross-functionally to ensure strong retention and growth. Your work directly impacts revenue stability and customer loyalty in the influencer marketing ecosystem.Career Snapshot:Employment type: Full timeShift: Mid Shift, ShiftingWork setup: Work from HomePerks 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 of experience in Customer Success, Account Management, or B2B Renewals within a SaaS or subscription-based environmentProven renewals experience, including contract lifecycle management, renewal forecasting, and execution of renewal workflowsEnd-to-end Customer Success experience, covering onboarding, adoption, enablement, expansion, and renewals (not reactive customer support)Strong account management background, with experience managing assigned account portfolios and long-term client relationshipsSales and commercial acumen, with confidence engaging in revenue, renewal, upsell, and retention conversationsCRM proficiency, with hands-on experience using Salesforce, HubSpot, or similar platformsExcellent business communication skills, with advanced written and verbal EnglishRelationship-building expertise, able to establish trust and credibility with business decision-makersProcess-driven mindset, comfortable working within defined workflows, playbooks, and renewal frameworksCustomer-facing experience, leading proactive discussions to address challenges, risks, and value realizationData-informed approach, with the ability to analyze usage data, renewal signals, and account health metricsMarketing technology familiarity, with a working understanding of agency or brand-side marketing workflowsYour ResponsibilitiesRenewal 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 ClientOur 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 PhilippinesJoin 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