Customer success specialistnxScale

Customer Success Specialist
We are currently looking for a customer success specialist that wants to be a part of and be involved in growing a successful SaaS business. The CS specialist will delight customers with a superb customer experience and will work with a close-knit team based in the Philippines as well as the head office in Sydney. You will be the trusted advisor and advocate for the customer, leading them on the pathway to success.
This is a full-time role, based in the Philippines (office in Alabang) and you will be working during Australian business hours.
Who you are
You like to provide customer support through email correspondences and other communication channels
You get high satisfaction from seeing customers improve their business and achieve outcomes
You easily adapt in managing a high-volume portfolio of accounts and planning your time appropriately
Administrative task-oriented
You are super customer focused - you're someone who loves going above and beyond to create an awesome experience for clients
You are a great communicator with a high level of customer empathy
You are able to work cross functionally - tech team, sales, marketing, leadership team etc
You give work your all, make an impact but have fun doing so
What you'll be doing
Manage the lifecycle of customers to ensure they have an exceptional customer experience with the company
Drive adoption, full utilization, and success of customers to ensure they renew
Work with customers to understand business outcomes they are looking to achieve
Build plans with customers and take proactive steps to ensure they achieve those outcomes
Build superb customer relationships across your portfolio
Work closely with onboarding CS and sales to ensure customers have a delightful experience during the early stages of adoption
Identify opportunities for further expansion of the account - new services and solutions which could be helpful for their business
Work closely with technical team to ensure timely resolution of any issues the customer is experience
Accomplish documentation and recording of all customer-related details in the company's CRM and other productive apps
Be an expert in our product, updating customers on new features and educating them on areas where they could get more value
As we scale the business, identify opportunities to improve processes, and do things more efficiently
Role requirements
A minimum of 2 years experience in a high-velocity customer success/customer support position
At least 1-year experience working with a SaaS company and/or offshore companies
Above average English communication skills (both written and oral)
Sales and training experience and dealing with international customers
Good adaptive skills and versatile
Experience with software tools like CRM (ideally Hubspot), Confluence, Trello, etc
Experience with online accounting software like Xero or MYOB will be advantageous