Customer Success Specialist-SaaS

Job Position: Customer Success Specialist

Schedule: Monday to Friday | 6:00 AM to 3:00 PM PH Time

Setup: Onsite

Location: Matina IT Park, Davao City

Job Position: Customer Success Specialist

About the Role

Were looking for a proactive, detail-oriented, and technically adept Customer Success Specialist to join our growing team. In this role, youll serve as the primary point of contact for new and existing customershelping them onboard, configure, and succeed with our software platform.

Youll also play a key role in supporting go-to-market (GTM) initiatives, data management, and reporting tasks that drive customer engagement and product adoption. This hybrid role blends customer-facing responsibilities with backend support and process improvement, making it ideal for someone who enjoys both relationship management and technical problem-solving.

Key Responsibilities

Customer Success & Technical Onboarding (65%)

• Create site forms and perform the initial configuration of customer systems/platforms.
• Cleanse and prepare CSV files of client data to be uploaded into the system.
• Provide first-level technical support for setup and configuration issues, resolving queries or escalating as needed.
• Provide Support Portal help and assist AU-based Customer Success Managers (CSMs) with customer inquiries.
• Collaborate with product, engineering, and support teams to track and resolve bugs or complex technical challenges.
• Create and maintain customer-facing documentation, FAQs, onboarding guides, and support resources.

Go-To-Market (GTM) Support (45%)

• Support the GTM Team by liaising with external stakeholders and researching events.
• Set up and manage NPS, brand perception, and customer feedback surveys, including automation and customer journey triggers.
• Assist with partner onboarding, including credential validation and system configuration.
• Triage and escalate partner and customer support queries as needed.
• Collect, consolidate, and report on adoption, usage, and engagement metrics.
• Administer and track the customer referral program, including communications and reporting.
• Maintain and update HubSpot CRM, ensuring data accuracy across marketing and sales pipelines.
• Generate HubSpot reports, including leads, engagement metrics, and conversion rates.
• Maintain an events calendar and assist with marketing/partnership event coordination.
• Handle ad hoc GTM and marketing administrative tasks.

Key Skills

• Proven customer success experience in a SaaS or tech environment.
• Intermediate to advanced Excel skills, including the ability to manipulate multiple spreadsheets (VLOOKUP expert).
• Excellent written and spoken English communication skills.
• Strong technical aptitude with the ability to quickly learn and support platform-based solutions.
• HubSpot CRM experience
• Strong problem-solving and troubleshooting skills to resolve technical blockers.
• Empathy and proactive communication to anticipate customer needs and build lasting relationships.
• High organizational agility, able to manage multiple priorities in a fast-paced environment.
• Data literacy able to collect, analyze, and interpret usage, engagement, and marketing metrics.

Key Experiences

• Direct experience supporting users of a SaaS or software platform.
• Hands-on experience with HubSpot
• Background in customer success, onboarding, or technical support roles.

Qualifications

• At least 3 years of experience in Customer Success, Support, or GTM Operations, ideally within a SaaS or tech company.
• Strong technical proficiency and ability to manage software configurations and data processing.
• Experience using HubSpot, Slack, or similar collaboration tools.
• Excellent communication, organization, and time-management skills.
• Collaborative mindset with a hands-on approach to solving challenges.

• Familiarity with email marketing tools, survey platforms, or customer engagement analytics is a plus

Benefits

• Day-shift schedule
• Free coffee and snacks
• Competitive salary
• 13th-month pay
• Paid annual leave
• HMO coverage
• Life insurance
• Birthday leave