Remote Customer Success Renewal Specialist

LevelUp; Philippines; Remote; PHP 446,000 - 781,000; Full time

Benefits offered by this job

HMO coverage

13th-month pay

Equipment provided

Job summary

LevelUp is seeking a Customer Success Specialist to manage the end-to-end renewal process, contract administration, and retention for high-volume accounts. You will collaborate with CSMs to ensure a unified, excellent customer experience across North America Central Time, while maintaining data integrity and driving key metrics.

This fully remote role requires a proactive, agile, and accountable professional who can thrive in a fast-paced environment and deliver consistent, high-quality service

Qualifications

• 1–2 years in a customer-facing role such as Account Management, Sales, Support, or Customer Success.
• Excellent written and verbal communication; ability to manage high-volume email and chat with professional executive presence.
• Experience in retention and escalations; comfortable holding live customer calls.
• Absolute adherence to scheduled hours (North America Central Time).
• Prior Customer Success experience in a B2B SaaS or tech environment is preferred.

Responsibilities

• Renewal Management: Own the end-to-end renewal process for high-volume accounts, ensuring timely contract execution and high GRR.
• Contract Administration: Manage amendments, billing inquiries, and CRM data integrity.
• Downgrade Management: Process downgrade requests aligned with policy; document risks and escalate as needed.
• Special Projects & Initiatives: Contribute to campaigns, pilots, and programs to support retention and efficiency.
• Live Customer Engagement: Facilitate calls and virtual meetings to support renewal and retention.
• CSM Partnership: Work with a team of CSMs to deliver a unified experience focused on adoption and value.
• Escalation Support: Serve as first line of defense for commercial escalations; coordinate with Finance and Legal.
• Data Integrity: Maintain CRM hygiene and ensure renewal dates and notes are up-to-date.
• Process Improvement: Identify bottlenecks and propose automation to improve throughput.
• KPI Performance: Drive execution against KPIs like NRR, On-Time Renewal Rate, and Task Completion Speed.

Skills

Retention & Escalations

Executive communication

High-volume communication

Night shift availability

Tools

Salesforce

Gainsight

Google Workspace

Job description

LevelUp is seeking a Customer Success Specialist to manage the end-to-end renewal process, contract administration, and retention for high-volume accounts. You will collaborate with CSMs to ensure a unified, excellent customer experience across North America Central Time, while maintaining data integrity and driving key metrics.

This fully remote role requires a proactive, agile, and accountable professional who can thrive in a fast-paced environment and deliver consistent, high-quality service