Customer Success Specialist | WFH | Mid Shift | Day 1 HMO | Up to PHP90K

Emapta; Metro Manila; Remote; PHP 800,000 - 1,200,000; Full time

Job summary

A leading marketing solutions provider in the Philippines is seeking a Customer Success Specialist to manage client renewals and relationships. This remote role offers ample career growth opportunities and the chance to work with international clients in a dynamic environment. Ideal candidates will have significant experience in customer success and account management, with strong communication abilities and a proficiency in CRM tools. Join us to enhance brand success through strategic engagement.

Benefits

Day 1 HMO coverage with free dependent

Competitive Salary Package

Permanent WFH arrangement

Prime office location in Makati

Free access to gyms

Unlimited opportunities for upskilling

20 annual leaves

Fun engagement activities

Qualifications

• 3+ years experience in customer success, account management, or B2B renewals.
• Fluency in written and verbal English.
• Experience managing contract lifecycles and renewal workflows.

Responsibilities

• Execute end-to-end renewal process for 200-300 accounts with annual recurring revenue.
• Monitor account health using business engagement metrics and trends.
• Identify expansion opportunities through business needs assessment.

Skills

Customer success experience

Business communication skills

Renewal processing

CRM proficiency (Salesforce, HubSpot)

Relationship-building skills

Process-oriented mindset

Customer-facing experience

SaaS industry experience

Account management background

Sales or business development experience

Marketing technology familiarity

Data analysis skills

Tools

Salesforce

HubSpot

Job description

Drive Global Marketing Success Through Strategic Customer Engagement

From clicks to conversions, you’ll be the driving force behind campaigns that make brands shine in the influencer marketing world. Own the customer journey, foster creator partnerships, and turn data into decisions that matter. This global‑facing role lets you expand your impact internationally while taking your career to the next level.

What You’ll Do

Be part of our client’s team as a Customer Success Specialist, where you manage renewals, nurture key accounts, and identify growth opportunities. You will engage with clients globally, ensure seamless contract processes, build lasting relationships, and contribute to business success while driving customer satisfaction and expansion.

Career Snapshot

Employment type: Full time
Shift: Mid Shift, Shifting
Work setup: Work from Home

Perks and Benefits

• Day 1 HMO coverage with free dependent
• Competitive Salary Package
• Permanent WFH arrangement
• Prime office location in Makati (Easy access to MRT stations, restaurants, and banks)
• Fixed weekends off
• Mid shift schedule
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit https://bit.ly/EmaptaTrainingCalendar)
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

Who You Are - Qualifications Needed

• 3+ years experience in customer success, account management, or B2B renewals
• Strong business communication skills - excellent written and verbal English
• Renewal processing experience - managing contract lifecycles and renewal workflows
• CRM proficiency - Salesforce, HubSpot, or similar platform experience
• Relationship‑building skills - ability to build trust and rapport with business stakeholders
• Process‑oriented mindset - comfortable with defined workflows and systematic approaches
• Customer‑facing experience - speaking with customers and resolving their problems
• Excellent communication skills - written and verbal
• SaaS industry experience - understanding of subscription business models
• Account management background - experience managing assigned account portfolios
• Sales or business development experience - comfortable with revenue conversations
• Marketing technology familiarity - understanding of agency/brand marketing workflows
• Data analysis skills - ability to interpret usage metrics and health indicators

Your Responsibilities

Renewal Processing & Management (70% of role)

• Execute end‑to‑end renewal process for 200‑300 accounts with annual recurring revenue between $5K‑$100K
• Manage renewal timeline from 120 days pre‑renewal through contract execution and payment processing
• Conduct renewal preparation calls 90 days prior to assess satisfaction, address concerns, and confirm renewal intent
• Process contract renewals including quote generation, pricing discussions, contract preparation, and signature coordination
• Coordinate with Sales team for pricing approvals and package modifications on renewals >$50K
• Track and forecast renewal pipeline with 95%+ accuracy in CRM and provide weekly pipeline updates
• Identify and mitigate renewal risks through proactive outreach and issue resolution
• Achieve 95%+ gross renewal rate across assigned account portfolio

Business Relationship Management (20% of role)

• Manage customer‑experience inbox – monitor, triage, and respond to customer requests via customer‑experience alias
• Route customer inquiries appropriately – direct customers to Product Support, Product Education, or Account Executives based on request type
• Serve as initial point of contact for assigned customers seeking business support or renewal assistance
• Conduct bi‑annual business reviews for Mid‑Market accounts ($50K+ ARR) focused on return on investment and business value
• Monitor account health through business engagement metrics, usage trends, and stakeholder satisfaction
• Maintain professional relationships with primary account contacts and key users for renewal coordination
• Document customer business objectives and success metrics to inform renewal and expansion conversations
• Utilize automated communication tools to maintain proactive touchpoints with customers between formal interactions
• Coordinate cross‑functional support when customers need technical or educational resources (via proper handoffs)

Growth & Expansion Identification (10% of role)

• Identify expansion opportunities through business needs assessment and account analysis
• Present growth options including seat increases, package upgrades, or additional service modules
• Qualify expansion opportunities and coordinate with Account Executives for deals >$25K
• Track expansion pipeline and conversion metrics for assigned accounts
• Conduct expansion discovery calls to understand evolving business requirements
• Generate qualified expansion leads for the sales team based on customer growth indicators

About the Client

Our client, SocialEdge, Inc., is a leader in influencer marketing software, helping brands discover and manage creators, execute campaigns, and measure results. With a global presence, over 325 employees, and a database of 20 million+ creators, they empower teams to innovate, collaborate, and shape the future of the Creator Economy. Their hybrid‑first approach supports flexibility, growth, and exposure to international clients.

Welcome to Emapta Philippines! Join a team that values camaraderie, excellence, and growth. Recognized as one of the Top 20 Dream Companies of Filipinos in 2024, Emapta stands proudly alongside industry giants, offering stability and exciting career opportunities. Your career flourishes here with competitive compensation, international clients, and a work culture focused on collaboration and innovation. Work with global clients across industries, supported by a stable foundation and like‑minded professionals passionate about making an impact. We empower your success with opportunities for personal and professional development in an inclusive environment.

Apply now and be part of the #EmaptaEra!