Senior Customer Success Specialist - Remote (Night Shift)

Cloudstaff Philippines Inc.; Philippines; Remote; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Health and life insurance

Flexible leave

PC/Laptop provided

Internet connection

Career advancement

Performance reviews

CS Social Clubs

International career growth

Referral incentives

Well-being support

Employee stock units

Job summary

Cloudstaff Philippines Inc. is seeking an experienced Customer Success Specialist II to proactively engage self-service and mid-market customers while supporting the CS team with training, ramp-up, and escalations.

The role emphasizes coaching others, improving workflows, and driving long-term retention. Ideal candidates will combine strong customer-facing skills with deep product knowledge, sound operational judgment, and the ability to scale training as the team grows.

Qualifications

• 5+ years in a customer-facing role within a SaaS organization.
• Experience in Customer Success or high-touch/white-glove support.
• Ability to coach/train peers and guide junior team members.
• Experience focusing on retention, renewal, or churn reduction.
• Proactive engagement of customers to uncover needs and risks.
• Strong verbal and written communication with customers via phone/virtual meetings.
• Ability to learn complex software and translate it to customer value.
• Strong organizational skills to manage dynamic workloads.

Responsibilities

• Proactively engage self-service and mid-market customers to improve product adoption and retention.
• Serve as first escalation point for day-to-day team questions and workflows.
• Help validate and improve Customer Success processes and training for new hires.
• Coach colleagues and contribute to scalable team operations and training.
• Communicate processes clearly through training, coaching, and documentation.

Skills

Customer-facing

Coaching

Retention focus

Communication

Product learning

Documentation

CRM familiarity

Data-driven

Job description

Cloudstaff Philippines Inc. is seeking an experienced Customer Success Specialist II to proactively engage self-service and mid-market customers while supporting the CS team with training, ramp-up, and escalations.

The role emphasizes coaching others, improving workflows, and driving long-term retention. Ideal candidates will combine strong customer-facing skills with deep product knowledge, sound operational judgment, and the ability to scale training as the team grows.