Customer Success Specialist
Role Outcome
The Customer Success Specialist (CSS) ensure a seamless customer onboarding process through proactive communication, problem solving, and collaboration. This role manages a delegated account portfolio to support the Customer Success Managers in delivering day-to-day service to customers — setting up customer portals, mobilising workers, and ensuring customer satisfaction.
Your Day-to-Day:
Manages efficient customer and vendor onboarding, including portal setup, billing, and issue resolution.
Ensures portal functionality and worker mobilisation.
Provides prompt support for onboarding, features, and functionality queries.
Communicates regularly with clients to promote platform use and educates them on features.
Conducts training sessions.
Manages renewals, collections, and retention strategies.
Drives customer advocacy and lead generation, supporting GPI initiatives.
Maintains CRM data and analyses engagement for targeted marketing.
Assists the Implementation Team with vendor onboarding and communicates NPS feedback.
Coordinates with the Lead Customer Success Manager to align onboarding with customer needs.
Takes ownership of certain owner clients' onboarding, engagement, renewal, and retention.
Supports Customer Success Managers on project management, building toward broader customer success capability.
Our Ideal MyPasser:
At least 3 years of experience in a customer service, customer success, or project implementation role, ideally within a B2B or SaaS/tech environment.
Strong exposure to B2B business models and stakeholder relationships.
Systems agnostic — comfortable learning and working across multiple CRM, portal, and data platforms.
Exposure to the IT or technology industry is highly regarded, though not essential.
Demonstrated ability to manage complex customer onboarding and engagement processes.
Proficiency in CRM tools, data analysis, and communication platforms.
Exceptional written and verbal communication skills, with the ability to build strong relationships and influence key stakeholders.
Ability to deliver engaging product training, webinars, and business reviews, ensuring customers maximise value from the platform.
A proactive, customer-centric mindset with strong problem-solving and conflict resolution skills.
Adaptability to work cross-functionally with sales, marketing, and product teams to enhance customer experience and drive growth.
Strong curiosity and eagerness to stay updated with customer success best practices, emerging technologies, and industry trends.
Life at MyPass:
Accessible and friendly office in Cebu IT Park
Celebrate You - Anniversary gifts as early as your first work anniversary!
Be Healthy - Wellbeing policy with a strong focus on whatever makes you feel good from the inside out, and a company-sponsored Healthcare Insurance worth PHP 110,000.00.
Work-Life Balance - Enjoy the right to disconnect with our 16 Paid Time Offs and 8 Compensatory Time Offs!
Fuel Your Growth Journey - Unlocking your potential with a blend of in-person and online learning and development opportunities
Get Rewarded and Recognized - Your impact to the business is seen and recognized through our Monthly Value Awards
Be Comfortable - Casual Friday every day!
We Love to Have Fun - Team outings, weekly lunches, team events, the list goes on…
Generous Employee Referral Program - Rewards for referring top talent