Associate Customer Success Representative

Open iT, Inc.; Lucena; On-site; PHP 300,000 - 400,000; Full time

Job summary

Open iT, Inc. is seeking an Associate Customer Success Representative in Lucena, Philippines. This role involves supporting customer engagement, onboarding coordination, and ensuring successful adoption of our solutions.

You will identify early signs of risk, provide proactive customer checkups, and assist with onboarding activities. Ideal candidates have 1-2 years of experience in customer success, and familiarity with SaaS business models, and CRM systems. If you are detail-oriented and eager to succeed, we want you on our team.

Qualifications

• 1-2 years of experience in customer success or account management.
• Basic understanding of SaaS and cloud-based software.
• Ability to interpret customer usage data.

Responsibilities

• Identify early warning signs of churn before they impact the client.
• Schedule monthly touchpoints to ensure value realization.
• Assist in coordinating onboarding activities for smooth adoption.
• Support product roadmap discussions and gather user feedback.
• Coordinate early-stage Proof of Concepts.
• Keep stakeholders informed during delivery and onboarding.
• Monitor license consumption to identify upsell opportunities.

Skills

Customer engagement

Proactive communication

Technical literacy

Data awareness

Excellent verbal and written communication

Tools

CRM systems

MS Dynamics

Salesforce

HubSpot

Job description

Associate Customer Success Representative

The Associate Customer Success Representative is responsible for supporting customer engagement, onboarding coordination, and ongoing account monitoring to ensure successful adoption of Open iT's solutions. This role focuses on proactive communication, identifying early signs of risk, and flagging opportunities for growth through customer usage and engagement insights. If you are detail-oriented, customer-focused, and eager to build a career in customer success, we want you on our team.

Key Duties and Responsibilities:

• Proactive Monitoring: Identify early warning signs of churn (e.g., usage drops) before they impact the client.
• Customer Checkups: Schedule and coordinate regular monthly touchpoints to ensure value realization and address customer needs.
• Onboarding Support: Assist in coordinating onboarding activities to ensure smooth customer adoption and early value realization.
• Roadmap Awareness: Support product roadmap discussions by presenting upcoming features and gathering user feedback.
• PoC Coordination: Coordinate early-stage Proof of Concepts by organizing stakeholder meetings and documenting requirements.
• Stakeholder Alignment: Keep all stakeholders informed during the delivery and onboarding phases to ensure transparency and alignment.
• Growth Signal Detection: Monitor license consumption and entitlement limits to identify "true-up" opportunities and capacity-based upsell signals and escalate insights to the Account Manager.

Required Qualifications:

• Experience: 1-2 years of experience in customer success, account management, or a customer-facing technical support role, preferable in the Technology, Engineering, or Computer Science field.
• Technical Literacy: Basic understanding of SaaS business models and cloud-based software architectures.
• Data Awareness: Ability to interpret basic customer usage data and identify trends or potential risks.
• Tools: Familiarity with CRM systems (e.g., MS Dynamics, Salesforce, HubSpot) and productivity suites.
• Communication: Excellent verbal and written communication skills.