Customer Success Specialist (SaaS)

Work Setup: Hybrid at the Sanctum, SM - North EDSA, Quezon City (5-6 weeks onsite training)Schedule: Flexible, including night shiftStart Date: ASAPWhat does a day in the life of a Customer Success Specialist look like? Respond to inbound account-related questions directly, blending support with light-touch CSM workOwn a portfolio of SMB accounts—conducting check-ins to reinforce value, address questions, and deepen relationshipsMonitor customer health and product usage trends (including Sidekick adoption) to proactively identify risks to retentionUse Salesforce case alerts to flag and follow up on drops in usage, re-engaging customers with guidance and resourcesTrack customer sentiment through channels, support interactions, and informal check ins to ensure customers feel supported and confident in our valueBecome an expert in our platform and guide customers to best practices and new capabilitiesTrigger strategic, timely outreach to surface product recommendations and educational resourcesPartner closely with Support, Education, Customer Success, Sales, and Marketing to ensure a seamless, connected experience throughout the customer lifecycleWhat are the required qualifications for a Customer Success Specialist? 1-2 years in a customer-facing role, preferably in SaaS industryHighly organized and able to manage multiple conversations at onceStrong written and verbal communicator with a customer-first mindsetCurious, proactive, and eager to learnExperience in Lifecycle management and renewalsExperience in Customer Success (CS) motionsCRM 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.Ninja Perks and BenefitsCompetitive compensationBeautiful facility & Free Meals for onsite positionsAdherence to government-mandated benefitsRetirement Savings Program with Company MatchingLife InsuranceHMO on day 1Paid time off, birthday leaveOpportunities for skills training and personal and professional developmentEmployee referral programExperience infinite fun so you can have infinite growth. Discover A Better Way to Grow! Are you ready?If you are interested, you can access your instant interview here: https://alpharun.com/i/pbQb0exj8sUE0SW1lAZxw