SupportNinja

Senior Customer Success Specialist

SupportNinja

full-time

Posted on:

Location Type: Remote

Location: Philippines

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Job Level

Senior

About the role

  • Serve as the primary point of contact for high-value and strategic accounts, ensuring exceptional customer experiences and outcomes
  • Develop and maintain strong, long-term relationships with decision-makers and key stakeholders
  • Act as the customer’s advocate within the company, ensuring their feedback informs product, process, and service improvements
  • Lead complex onboarding processes for new customers, ensuring seamless adoption and integration of products/services
  • Deliver advanced product training sessions tailored to customer needs, fostering self-sufficiency and long-term engagement
  • Proactively identify opportunities for account growth through upselling, cross-selling, and contract renewals
  • Partner with Sales and Product teams to create tailored solutions that align with customer goals
  • Track and manage customer health scores, intervening early to mitigate churn risks
  • Resolve escalated customer issues quickly and effectively via Email & Phone, providing expert guidance and solutions
  • Analyze recurring customer challenges to recommend systemic process or product improvements
  • Maintain accurate records of customer interactions in the CRM system, leveraging data to inform strategies
  • Provide leadership with insights on customer satisfaction trends, retention risks, and opportunities
  • Mentor and support junior Customer Success team members, sharing best practices and coaching on difficult cases
  • Collaborate closely with Sales, Product, and Technical teams to ensure customer success is integrated across the organization
  • Adhere to company policies and procedures
  • Meet or exceed performance targets for related KPIs
  • Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules
  • Collaborate with other departments as needed
  • Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times
  • Perform other duties as assigned

Requirements

  • 3-5 years experience in a customer success, account management, or related customer-facing role
  • Strong proficiency with CRM software (HubSpot) and customer support tools
  • Strong communication skills, both verbal and written, with natural and accent-neutral storytelling ability
  • Excellent interpersonal skills, with the ability to engage and influence senior-level stakeholders
  • Demonstrated ability to manage multiple priorities in a fast-paced environment
  • Strong problem-solving skills with a data-driven approach to decision-making
  • Focus on retention, repeat usage, and adoption metrics
  • Ability to support onboarding, demos, and customer education
  • Technical aptitude to clearly explain app features
  • Sales acumen with the ability to convert users
  • Proficiency utilizing sales outreach tools, specifically LinkedIn Sales Navigator
Benefits
  • Competitive compensation
  • Adherence to government-mandated benefits
  • Retirement Savings Program with Company Matching
  • Life Insurance
  • HMO 1st day
  • Paid time off + birthday leave
  • Bonus and incentive plans
  • Opportunities for skills training and personal and professional development
  • Employee Referral Program
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
CRM softwarecustomer support toolsdata-driven decision-makingonboardingcustomer educationsales outreach toolsupsellingcross-sellingcontract renewalscustomer health scores
Soft Skills
communication skillsinterpersonal skillsproblem-solving skillsstorytelling abilityinfluencing senior-level stakeholdersability to manage multiple prioritiesempathymentoringcollaborationcustomer advocacy