Customer Success Specialist

2 days ago

Manila, National Capital Region, Philippines Concierge Plus Inc. Full time ₱720,000 - ₱1,440,000 per year

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 January 5, 2026.

What We Offer You

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

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