Customer Success Specialist - SaaS

ContactPoint360; Cebu City; On-site; PHP 420,000 - 770,000; Full time

Job summary

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

The role requires 3+ years in a client-facing CS/AC/CS role within a B2B software environment, strong Salesforce CRM skills, and the ability to explain technical concepts to both

Qualifications

• 3+ years in Customer Success, Account Management, Customer Service, or similar client-facing 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.
• Ability to communicate technical concepts clearly to both technical and non-technical stakeholders.

Responsibilities

• Build and maintain relationships with existing customers as a trusted advisor.
• Proactively engage customers regarding new network monitoring solutions and product updates.
• Conduct product demonstrations and customer education to drive adoption.
• Understand customer needs to identify opportunities for expansion.
• Qualify interest and coordinate a smooth handoff to Implementation for onboarding.
• Maintain accurate engagement records and activity tracking in Salesforce CRM.
• Gather customer feedback to inform product and service improvements.
• Drive customer satisfaction, product utilization, and long-term success.

Skills

Communication

Presentation

Relationship building

English fluency

Independent work

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.