Customer Success Specialist

Summary

Join a leading Gamification SaaS platform as a Customer Success Specialist and contribute to their world-class platform designed to boost brand engagement. You will play a crucial role in managing subscription renewals, tracking deals in HubSpot, managing contracts, and updating templates. Responsibilities also include supporting monthly newsletters, marketing reports, and assisting with industry research. This fully remote position (Philippines) offers a competitive salary ($1500-$2000 USD/month) and requires proven experience in customer success, sales support, or similar roles, along with proficiency in HubSpot and other tools.

Requirements

• Proven experience in customer success, sales support, or similar roles
• Experience in managing contract renewals, reporting, and client communications
• Proficiency in HubSpot for CRM management, deal tracking, and reporting is required for this role
• Familiarity with Qwilr or similar SOW/quoting tools
• Proficiency in MS Office Suite (Excel, Word, PowerPoint) and/or Google Workspace

Responsibilities

• Managing Tier 3 Self-Service Subscription Contract Renewals (Designated as House accounts and not assigned to a Business Development team member)
• Creating and tracking deal records in HubSpot
• Ensure monthly platform emails are sent to accounts/users
• Triggering renewal notifications and follow-ups
• Managing contract renewal documents and core communications
• Manage new scopes for turnkey clients using templated SOWs/contracts (1-2 times per month)
• Includes HubSpot deal record management
• Providing/communicating documents to new client prospects
• Answering core questions
• Become part of the renewals
• Manage TBD tool / AI solution for mid-market prospecting (Q2/Q3 opportunity)
• Oversee HubSpot Hygiene and Support Business Development
• Deal Records (values, dates, stages)
• Contacts (add, remove, update based on leads, 3rd party lists, etc.)
• Reporting (manage existing reports for accuracy, support updates)
• Create custom reports in HubSpot as needed
• Track closed-lost deals in HubSpot
• Provide reasons and standard reporting for closed-lost deals
• Set triggers for Business Development team to follow up annually
• Core data updates quarterly for Board Slides esp with HubSpot and other Data
• Manage Qwilr, create SOW templates in the system, update content, and ensure pricing is always current
• Organize and maintain the MSA matrix, collaborate with the finance team to leverage AI for initialization and ongoing updates
• Support the process and coordination of the monthly platform client newsletter by ensuring all necessary inputs are provided and deadlines are met, without directly creating the content
• Support Marketing Attribution Reporting via HubSpot
• Support new insights and opportunities via extracting data points, insights, and key pieces of information from industry research, reporting, etc., with the help of AI tools

Preferred Qualifications

• Knowledge of AI tools for prospecting or data analysis is an advantage
• Strong organizational and time-management skills to handle multiple priorities
• Excellent verbal and written communication skills for effective collaboration and client interactions