Customer Success Specialist

LevelUp - WordPress Technical Support & Outsourcing

Customer Success Specialist managing client relationships and renewals for a tech outsourcing agency. Collaborating with internal teams to enhance customer retention and satisfaction in a high-volume environment.

Posted 6/1/2026full-timeRemote • 🇵🇭 PhilippinesJunior💰 ₱20,000 - ₱25,000 per monthWebsite

About the role

Key responsibilities & impact

Take ownership of the end-to-end renewal process for assigned high-volume accounts, guaranteeing timely contract execution and sustaining a high Gross Revenue Retention (GRR).
Administer the customer relationship, including processing amendments, addressing billing inquiries, and ensuring CRM data accuracy.
Evaluate, process, and accurately execute customer downgrade requests in accordance with company policy, ensuring retention risks are identified, documented, and managed through internal escalation or value-based discussions.
Contribute to special projects and customer-centric initiatives, such as targeted campaigns, process pilots, and operational programs aimed at boosting retention and efficiency.
Lead customer calls and virtual meetings to facilitate commercial execution and address customer requirements throughout the renewal and retention lifecycle.
Collaborate daily with a team of Customer Success Managers (CSMs) to deliver a seamless, unified customer experience.
Serve as the primary point of contact for commercial escalations within your squad, partnering with Finance and Legal departments to overcome renewal obstacles.
Maintain impeccable CRM hygiene by updating renewal dates, contact information, and commercial notes in real-time to enable accurate executive forecasting.
Proactively identify bottlenecks within the high-volume renewal workflow and recommend automation or process enhancements to elevate squad efficiency.
Drive relentless execution to meet and exceed team-based KPIs, including Net Revenue Retention (NRR), On-Time Renewal Rate, and Task Completion Speed.

Requirements

What you’ll need

1 to 2 years of proven experience in a customer-facing role, such as Account Management, Sales, Support, or Customer Success.
Demonstrated expertise in handling customer retention and managing escalations.
Strong comfort level and confidence in conducting live customer calls and virtual meetings.
Exceptional written and verbal English communication skills, with the ability to manage high-volume email and chat correspondence displaying professional "Executive Presence."
Strict adherence to scheduled working hours aligned with North America Central Time.
Prior experience in Customer Success and a B2B SaaS or tech environment is highly preferred.
Proficiency with CRM tools (e.g., Salesforce) and Customer Success platforms (e.g., Gainsight) is preferred.
Strong working knowledge of Google Workspace (G Suite).
A proactive, can-do attitude combined with a strong team-oriented, supportive approach.
Genuine passion for problem-solving, customer experience, continuous learning, and self-improvement.

Benefits

Comp & perks

Equipment provided
13th month pay
HMO

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer retentionescalation managementcontract executionCRM data accuracyprocess enhancementKPI managementNet Revenue Retention (NRR)On-Time Renewal RateTask Completion Speed

Soft Skills

communication skillsteam-orientedproblem-solvingcustomer experienceproactive attitudeexecutive presencesupportive approachcontinuous learningself-improvement