Customer Success Specialist - SaaS

CP360; Cebu City; On-site; PHP 500,000 - 800,000; Full time

Job summary

ContactPoint360 in Cebu City, Philippines, is seeking a Customer Success Specialist to drive engagement and adoption of our network monitoring solutions. You will work with existing customers to introduce new products, demonstrate value, and coordinate onboarding with the Implementation Team.

The role requires at least 3 years in customer-facing roles within a B2B software environment, strong Salesforce usage, and excellent English communication.

Qualifications

• Minimum 3 years in a Customer Success, Account Management, or similar role in a B2B software environment.
• Experience using Salesforce CRM for customer management, activity tracking, and reporting.
• Strong communication, presentation, and relationship-building skills.
• Knowledge in network monitoring or SaaS solutions.

Responsibilities

• Build and maintain strong relationships with existing customers as a trusted advisor.
• Proactively engage customers regarding new network monitoring solutions, product updates, and feature enhancements.
• Conduct product demonstrations and customer education sessions to drive adoption and maximize value.
• Understand customer business and technical requirements to identify opportunities for solution expansion.
• Qualify customer interest and coordinate a smooth transition to the Implementation Team for onboarding and deployment.
• Maintain accurate customer engagement records and activity tracking in Salesforce CRM.
• Gather customer feedback and provide insights to support product and service improvements.
• Drive customer satisfaction, product utilization, and long-term customer success.

Skills

Client relationship management

Salesforce CRM

Network monitoring/SaaS

Communication skills

Presentation skills

English fluency

Independent work

Cross-functional collaboration

Tools

Salesforce CRM

Job description

Job Summary

The Customer Success Specialist is responsible for driving customer engagement and adoption of network monitoring solutions. This role works closely with existing customers to introduce new products and feature enhancements, conduct product demonstrations, identify business needs, and coordinate successful handoffs to the Implementation Team for deployment and onboarding.

Key Responsibilities

• Build and maintain strong relationships with existing customers as a trusted advisor.
• Proactively engage customers regarding new network monitoring solutions, product updates, and feature enhancements.
• Conduct product demonstrations and customer education sessions to drive adoption and maximize solution value.
• Understand customer business and technical requirements to identify opportunities for solution expansion.
• Qualify customer interest and coordinate a smooth transition to the Implementation Team for onboarding and deployment.
• Maintain accurate customer engagement records and activity tracking in Salesforce CRM.
• Gather customer feedback and provide insights to support product and service improvements.
• Drive customer satisfaction, product utilization, and long-term customer success.

Qualifications

• Minimum of 3 years of experience in Customer Success, Account Management, Customer Service, Business Development, or a similar client-facing role within a B2B software environment.
• Experience using Salesforce CRM for customer management, activity tracking, and reporting.
• Strong communication, presentation, and relationship-building skills.
• Knowledge in network monitoring or SaaS solutions
• Ability to communicate technical concepts clearly to both technical and non-technical stakeholders.
• Strong organizational, problem-solving, and stakeholder management skills.
• Self-motivated and able to work independently while collaborating effectively with cross-functional teams.
• Fluent in spoken and written English.

About ContactPoint360

If you want to be the next CEO… we’re not joking.

Our CEO started on the phones as a customer service agent. Around here, nothing is impossible when you lead with curiosity, kindness, and the right mindset.

ContactPoint360 is a Canadian, people-first company with 5,000 incredible humans across 12 countries. We’re proud that 70% of our leaders grew from within, proof that growth isn’t just a promise, it’s our culture. From day one, you’ll have a clear career path, real support, and a team that believes in your potential before you even see it yourself. We care about people, and we’re big believers in building futures, not just filling roles.

If you’re hungry, if you care, if you want to build a real career instead of just collecting a paycheck, you’re in the right place. We’ll give you the tools, the mentorship, and the path from day one. This is where potential turns into progression. Welcome home.