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Mid LevelFull-timeAgile
Salary Range
₱23,000 - ₱25,000 /month
About the Role
The Customer Success Specialist is a key member of LevelUp, responsible for managing the commercial execution and retention of high-volume accounts. This role focuses on the end-to-end renewal process, contract administration, and fostering strong customer relationships to ensure high revenue retention.
Key Responsibilities
- →Own the end-to-end renewal process for assigned high-volume accounts, ensuring timely contract execution and maintaining high Gross Revenue Retention (GRR).
- →Manage the administrative side of the customer relationship, including processing amendments, handling billing inquiries, and ensuring CRM data integrity.
- →Assess, process, and accurately execute customer downgrade requests in alignment with policy, identifying and escalating retention risks.
- →Contribute to special projects and customer-facing initiatives designed to support retention and efficiency.
- →Facilitate customer calls and virtual meetings to support commercial execution and address customer needs.
- →Work daily with a team of CSMs to provide a unified customer experience.
- →Act as the first line of defense for commercial escalations, coordinating with Finance and Legal to resolve renewal obstacles.
- →Maintain a high standard for CRM hygiene, ensuring all renewal dates, contact information, and commercial notes are updated in real-time.
- →Actively identify bottlenecks in the renewal process and propose automation or workflow improvements.
- →Drive relentless execution against team-based KPIs, including Net Revenue Retention (NRR), On-Time Renewal Rate, and Task Completion Speed.
Requirements
- ✓1–2 years of experience in a customer-facing role such as Account Management, Sales, Support, or Customer Success, preferably within a B2B SaaS or tech environment.
- ✓Experience using CRM tools like Salesforce and CS platforms like Gainsight.
- ✓Proficient in Google Suite.
- ✓Exceptional written and verbal communication skills with the ability to manage high-volume email/chat correspondence with professional "Executive Presence."
- ✓Proven experience in customer retention, managing escalations, and comfort in holding live customer calls.
- ✓Takes personal ownership of commercial outcomes and demonstrates meticulous attention to detail.
- ✓Thrives in a team-oriented "we" environment, understanding that individual wins support the team’s overall goals.
- ✓Comfortable pivoting between dozens of different customer interactions in a single day without losing focus or quality.
- ✓Absolute adherence to scheduled hours (North America Central Time).
Benefits
- ★Fully remote work arrangement
- ★HMO
- ★13th month pay
- ★Equipment provided
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