Customer Success Specialist [2622-302609]

Company Overview

LevelUp is a specialized agency offering premier outsourcing solutions to agencies, software vendors, and website owners. Over the past seven years, we have successfully partnered with diverse companies to provide exceptional technical, operational, and back-office support. Our expansive team consists of skilled, passionate professionals dedicated to delivering top-tier results for our clients.

Position Overview

The Customer Success Specialist is a dynamic, execution-focused role tailored to support a high-volume customer segment across our clients' platforms. As a vital, client-facing member of a collaborative "Success Squad," you will proactively engage with customers to ensure they maximize platform value, understand their evolving needs, and guide them toward achieving their business objectives. Your primary mission is to manage the commercial lifecycle—encompassing partnership building, risk mitigation, renewals, and contract management—for a vast portfolio of accounts. The ideal candidate is an energetic, detail-oriented professional eager to master the commercial facets of the tech industry. This foundational role offers clear pathways for career advancement into a dedicated Customer Success role.

Reference: 2622-302609

• 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.

• 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.

• Location: Philippines, fully remote
• Employment type: Regular, full-time
• Equipment provided
• 13th month pay 
• HMO