SaaS Customer Success Specialist: Onboarding & Engagement

Manatal; Metro Manila; On-site; PHP 279,000 - 502,000; Full time

Benefits offered by this job

Competitive rewards

Healthcare coverage day one

Dependent coverage

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Job summary

MicroSourcing seeks a Customer Success Specialist to drive client onboarding and ongoing engagement from its Ortigas office. You will monitor KPIs, guide customers through IMDEX SaaS platforms, and collaborate with teams to ensure high adoption and retention.

The role emphasizes educating users, providing onboarding sessions, and maintaining helpful documentation while delivering a high-touch customer experience in a fast-paced environment.

Qualifications

• Experience in customer success or account management.
• Ability to track and report KPIs related to product adoption and retention.
• Experience onboarding clients to SaaS platforms and educating users.

Responsibilities

• Conduct monthly engagement review process and highlight disengaged customers to managers.
• Review usage metrics and reach out to clients with low usage to re-engage.
• Onboard clients onto IMDEX SaaS platforms, coordinating with internal teams as needed.
• Educate customers on product functionality and point them to documentation and support portals.
• Schedule and conduct client onboarding sessions and regular catch-up meetings.
• Ensure clients quickly adopt the software and view it as valuable, resolving issues promptly.

Skills

Customer success

KPI tracking

Onboarding

Client engagement

SaaS platforms

Documentation

Tools

CRM software

Help portals

Job description

MicroSourcing seeks a Customer Success Specialist to drive client onboarding and ongoing engagement from its Ortigas office. You will monitor KPIs, guide customers through IMDEX SaaS platforms, and collaborate with teams to ensure high adoption and retention.

The role emphasizes educating users, providing onboarding sessions, and maintaining helpful documentation while delivering a high-touch customer experience in a fast-paced environment.