Remote SaaS Customer Success Specialist

D2B; Philippines; Remote; PHP 588,000 - 784,000; Full time

Job summary

D2b is seeking a Customer Success Specialist to support our SaaS platform from a remote location. You will handle learner support, onboarding, and ongoing customer engagements across NZ, Australia, and North America markets.

You'll manage onboarding, check-ins, usage monitoring, and renewal support, while creating content and delivering product demos. This role requires collaboration with marketing, sales, and product teams and aligns with NZ business hours and flexible US West Coast overlap.

Qualifications

• Experience in a customer-facing role such as customer success, support, account management or sales, ideally at a SaaS company.
• A track record of working independently.
• Excellent written communication, from a clear support reply to an engaging blog post.
• Confidence running a video call or demo.
• A curious, problem-solving mindset and comfort learning new software quickly.
• Strong organisation and follow-through across a variety of tasks.

Responsibilities

• Respond to learner and admin queries by email and our help desk, quickly and warmly.
• Troubleshoot platform questions such as course setup, enrolments, SCORM uploads, reporting and integrations.
• Spot recurring issues and suggest fixes to our help content, processes or product team.
• Run new-customer onboarding using Time to Value process to reach first live course quickly.
• Run regular check-ins with customers to understand goals and usage.
• Monitor usage/health signals in HubSpot and dashboards, flag at-risk accounts and support renewals.
• Help customers get more value from the platform from onboarding through renewal.
• Keep CRM (HubSpot) accurate and up to date.
• Run tailored product demos for associations and NFPs; follow up after demos to keep deals moving.
• Help write blog posts, customer newsletters and social media posts; create simple collateral.

Skills

Customer-facing

SaaS knowledge

Written communication

Demo / presentation

Problem solving

Organization

Tools

HubSpot

Job description

D2b is seeking a Customer Success Specialist to support our SaaS platform from a remote location. You will handle learner support, onboarding, and ongoing customer engagements across NZ, Australia, and North America markets.

You'll manage onboarding, check-ins, usage monitoring, and renewal support, while creating content and delivering product demos. This role requires collaboration with marketing, sales, and product teams and aligns with NZ business hours and flexible US West Coast overlap.