Philippines onlyCompany 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.
Key Responsibilities
- Own the end-to-end renewal process for assigned high-volume accounts, ensuring timely contract execution and maintaining high Gross Revenue Retention (GRR).
- Manage the administrative side of the customer relationship, including processing amendments, handling billing inquiries, and ensuring CRM data integrity.
- Assess, process, and accurately execute customer downgrade requests in alignment with policy, identifying and escalating retention risks.
- Contribute to special projects and customer-facing initiatives designed to support retention and efficiency.
- Facilitate customer calls and virtual meetings to support commercial execution and address customer needs.
- Work daily with a team of CSMs to provide a unified customer experience.
- Act as the first line of defense for commercial escalations, coordinating with Finance and Legal to resolve renewal obstacles.
- Maintain a high standard for CRM hygiene, ensuring all renewal dates, contact information, and commercial notes are updated in real-time.
- Actively identify bottlenecks in the renewal process and propose automation or workflow improvements.
- Drive relentless execution against team-based KPIs, including Net Revenue Retention (NRR), On-Time Renewal Rate, and Task Completion Speed.
Qualifications
- 1–2 years of experience in a customer-facing role such as Account Management, Sales, Support, or Customer Success, preferably within a B2B SaaS or tech environment.
- Experience using CRM tools like Salesforce and CS platforms like Gainsight.
- Proficient in Google Suite.
- Exceptional written and verbal communication skills with the ability to manage high-volume email/chat correspondence with professional "Executive Presence."
- Proven experience in customer retention, managing escalations, and comfort in holding live customer calls.
- Takes personal ownership of commercial outcomes and demonstrates meticulous attention to detail.
- Thrives in a team-oriented "we" environment, understanding that individual wins support the team’s overall goals.
- Comfortable pivoting between dozens of different customer interactions in a single day without losing focus or quality.
- Absolute adherence to scheduled hours (North America Central Time).
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
United Kingdom
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