Remote Customer Success & Onboarding Specialist

Pathmonk; Philippines; Remote; PHP 1,322,000 - 2,203,000; Full time

Job summary

Pathmonk is seeking a Customer Success professional to onboard new customers, manage tickets and chats, and help them reach their first “aha” moment with our AI-powered personalization platform.

Based in Mexico and fully remote, you’ll communicate with international clients in English, share best practices, spot upsell opportunities, and relay customer feedback to inform the product roadmap and shape how we support customers.

Qualifications

• Experience in customer success, onboarding or SaaS support.
• Strong English communication (C2) and ability to handle international clients.
• Background in digital marketing or SaaS/product is preferred.

Responsibilities

• Onboard new customers: Set new accounts and ensure every new customer gets to their first “aha” moment quickly.
• Be the front line of support: Manage tickets, calls, and chats — solving problems with empathy and clarity.
• Prevent churn: Spot warning signs early, reach out proactively, and keep customers engaged.
• Educate and empower: Share best practices, build resources, and make sure customers know how to get the most out of Pathmonk.
• Identify upsell opportunities: Turn support conversations into growth opportunities by matching customer needs with our solutions.
• Bridge product and customer feedback: Gather insights from daily interactions and share them with the product team to influence the roadmap.
• Shape Customer Success at Pathmonk: Help us refine processes, build playbooks, and scale how we support customers.

Skills

Onboarding customers

Empathy in support

Churn prevention

Customer education

Upsell opportunities

Feedback to product

Cross-functional collaboration

Tools

CRM software

Job description

Pathmonk is seeking a Customer Success professional to onboard new customers, manage tickets and chats, and help them reach their first “aha” moment with our AI-powered personalization platform.

Based in Mexico and fully remote, you’ll communicate with international clients in English, share best practices, spot upsell opportunities, and relay customer feedback to inform the product roadmap and shape how we support customers.