Customer Success Specialist [2644-128605]
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Description
Company Overview
LevelUp is a specialist agency that provides outsourcing solutions to agencies, software vendors, and website owners. For over seven years, we have successfully collaborated with a variety of companies, providing valuable technical, operational, and back-office support. We have a large team of skilled and passionate professionals who are committed to delivering high-quality work for our clients.
Position Overview
The Customer Success Specialist is a key member of our team, 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. Working in North America Central Time, the specialist will collaborate closely with Customer Success Managers (CSMs) to provide a unified and exceptional customer experience. This position requires a proactive, agile, and highly accountable individual who thrives in a collaborative, fast-paced environment and is committed to maintaining impeccable data integrity and driving performance against key metrics.
Work Configuration & Benefits
• Work Schedule: Monday to Friday, 10:00 PM to 7:00 AM PHT (8:00 AM to 5:00 PM CST). Absolute adherence to scheduled hours is required.
• Setup: Fully remote position with a standard 40-hour fixed-schedule work week. Equipment is provided.
• Benefits: HMO coverage and 13th-month pay.
• Culture: A company culture focused on the well-being of its team members, promoting a good work-life balance and a respectful work environment.
Reference: 2644-128605
Key Responsibilities
- Renewal Management: Own the end-to-end renewal process for assigned high-volume accounts, ensuring timely contract execution and maintaining high Gross Revenue Retention (GRR).
- Contract Administration: Manage the administrative side of the customer relationship, including processing amendments, handling billing inquiries, and ensuring CRM data integrity.
- Downgrade Management: Assess, process, and accurately execute customer downgrade requests in alignment with policy, ensuring retention risks are identified, properly documented, and addressed through appropriate internal escalation or value-based conversations.
- Special Projects & Initiatives: Contribute to special projects and customer-facing initiatives such as targeted customer campaigns, process pilots, or operational programs designed to support retention, efficiency, and evolving business priorities.
- Live Customer Engagement: Facilitate customer calls and virtual meetings to support commercial execution and address customer needs as part of the renewal and retention lifecycle.
- CSM Partnership: Work daily with a team of CSMs to provide a unified experience. The CSM team will focus on adoption and value programs.
- Escalation Support: Act as the first line of defense for commercial escalations within the squad, coordinating with Finance and Legal to resolve obstacles to renewal.
- Data Integrity: Maintain a high bar for CRM hygiene. Ensure all renewal dates, contact information, and commercial notes are updated in real-time to support accurate executive forecasting.
- Process Improvement: Actively identify bottlenecks in the high-volume renewal process and propose automation or workflow changes to increase the squad's efficiency.
- KPI Performance: Drive relentless execution against team-based KPIs, including Net Revenue Retention (NRR), On-Time Renewal Rate, and Task Completion Speed.
Qualifications
- Experience: 1-2 years of experience in a customer-facing role such as Account Management, Sales, Support, or Customer Success.
- Communication: Exceptional written and verbal communication skills; ability to manage high-volume email and chat correspondence with a professional executive presence.
- Key Skills: Experience in retention and escalations; comfortable holding live customer calls.
- Reliability: Absolute adherence to scheduled hours (North America Central Time).
- Preferred Experience: Prior Customer Success experience is highly preferred.
- Industry Knowledge: Background in a B2B SaaS or tech environment is a plus.
- Tools: Experience using CRM tools like Salesforce and CS platforms such as Gainsight; proficient in Google Suite.
More Information
- This is a fully remote position with a standard 40-hour fixed-schedule work week.
- The exact work schedule depends on the client that you are assigned to but is often an afternoon or night schedule and so having flexibility when it comes to schedule is important.
- We have a company culture that focuses on the well-being of its team members, with a good work life balance and respectful work environment.
- Fully remote work arrangement
- HMO
- 13th- month pay
- Equipment provided
- Work Schedule: Mon-Fri, 10pm to 7am PHT or 8am to 5pm CST
Skills
As published by lever · 22 questions · 6 written answers
Basics
Resume/CV, Full name, Email, Phone, Current location, Current company
Short answers (8)
- What is your current/previous Monthly Basic Gross Salary in PHP? (Excluding allowances, bonuses, and 13th-month pay. Format: e.g., 20,000)
- What's your expected monthly gross salary in Php? (Required format: e.g., 20,000)
- How many years of experience do you have in the role you’re applying for?
- For a referral, please indicate the name of the referring LevelUp employee.
- What is your standard notice period, and is there any flexibility to start sooner?
- Would you be open to making a slight adjustment to the shift schedule mentioned above?
- Do you intend to take on additional employment or paid work while employed in this role (including freelance/contract work)? If yes, please describe the expected timing and hours per week.
- Do you have a dedicated, distraction-free workspace with a stable internet connection suitable for professional video conferencing?
Pick from a list (8)
- Where did you first encounter this job opportunity?
- What was the final step that made you decide to apply?
- Are you currently living in the Philippines on a full-time basis and legally authorized to work in the Philippines? If not, please explain.
- Do you require a visa or any type of sponsorship to work in the Philippines?
- If selected for this role, are you able to reliably commit to the required schedule: Monday-Friday, 9pm-6am or 10pm-7am
- Do you have direct experience handling customer retention, downgrade requests, or renewals?
- Do you have direct experience working within a B2B SaaS or technology environment?
- Have you previously used CRM platforms (such as Salesforce) or Customer Success software (such as Gainsight) to manage customer data and renewal pipelines?
Written answers (6)
- This role involves managing the end-to-end renewal process for a high volume of accounts. Can you describe your experience with renewal management and what strategies you use to ensure a high retention rate?
- You will be responsible for maintaining a "high bar" for CRM hygiene. How do you ensure data integrity in a fast-paced environment where you're handling dozens of interactions daily?
- This role acts as the first line of defense for commercial escalations. Describe a time you successfully managed a difficult customer escalation. What was the situation, your actions, and the outcome?
- The Customer Success Specialist works in a collaborative "Success Squad" with CSMs. Can you provide an example of how you've worked in a team to achieve a common goal, especially when your role was focused on commercial execution while others focused on product adoption?
- This role requires agility and the ability to pivot between many different customer interactions daily without losing focus. How do you prioritize your tasks and manage your time effectively in a high-volume environment?
- An account with an upcoming renewal in 30 days requests a 40% subscription downgrade, citing a lower price from a competitor and low feature usage. How would you handle the immediate conversation to protect Gross Revenue Retention (GRR)?