Customer Success Specialist

Private Advertiser; Makati; On-site; PHP 400,000 - 700,000; Full time

Job summary

Collo in Philippines is seeking a Customer Success Specialist to drive post-sales onboarding and ongoing support for B2B clients. You will collaborate with sales and product teams to ensure customers gain maximum value from Collo and transition smoothly from contract signing to active use.

You will lead onboarding plans, training sessions, and ongoing support, while building strong stakeholder relationships and monitoring usage to prevent churn. A background in SaaS CS is preferred.

Qualifications

• Bachelor's degree in Business, Marketing, Communications, Information Systems, or a related field is required.
• Experience in B2B SaaS or technology platforms is preferred.
• Strong understanding of the B2B customer lifecycle from sales to adoption and retention.

Responsibilities

• Own the end-to-end onboarding process for new B2B customers following contract signing.

Skills

B2B Customer Success

Account Management

SaaS Experience

Stakeholder Management

Training Non-Technical Stakeholders

Education

Bachelor's degree in Business, Marketing, Communications, Information Systems, or related field

Tools

CRM software

Job description

About the role

As a Customer Success Specialist, you will own the post-sales customer experience at Collo. Your role will be to ensure that customers successfully adopt Collo, are fully trained on the platform, and receive the ongoing support they need to get maximum value from the product. This is not a traditional customer support role. You will own the transition from signed customer → successfully onboarded customer → active and engaged user, working closely with the sales and product teams to ensure customers have a seamless experience.

Key responsibilities

• Own the end-to-end onboarding process for new B2B customers following contract signing
• Work with customers to understand their existing processes, systems, and operational requirements
• Coordinate the migration and setup of properties, units, tenants, leases, billing information, and other relevant customer data
• Guide customers through platform configuration and help them adapt Collo to their specific workflows
• Develop onboarding plans, timelines, checklists, and materials to ensure customers successfully go live
• Lead initial client training sessions on key Collo workflows including tenant management, rent collection, billing, and reporting
• Serve as the primary point of contact for daily client inquiries, platform questions, and troubleshooting
• Build strong relationships with key customer stakeholders, including property managers, administrators, finance teams, and senior decision-makers
• Monitor product usage to identify customers at risk of disengagement or churn
• Gather customer feedback on product usability and translate recurring client questions into actionable insights for the product team

About you

• Bachelor's degree in Business, Marketing, Communications, Information Systems, or a related field
• Minimum of 2-3 years of experience in B2B customer success, account management, implementation, client success, sales operations, or a similar role
• Prior experience working with a B2B software, SaaS, or technology platform is strongly preferred
• Strong understanding of the B2B customer lifecycle, particularly the transition from sales and contract signing through implementation, adoption, and retention
• Strong technical aptitude for learning software platforms quickly
• Strong customer relationship management and stakeholder engagement skills
• Clear, patient communicator capable of training non-technical client stakeholders
• Self-starter who can manage multiple client rollouts simultaneously