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Synced from Lever · Oct 27

Customer Success Specialist [2644-128605]

LevelUpManilaPosted Oct 27, 2026
Customer Success ManagerRemoteJunior
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Mirrored from LevelUp's own Lever careers system · refreshed hourly

9
Other open LevelUp roles
Oct 27
Posted
Lever
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Job description

Company Overview

LevelUp is a specialist agency that provides outsourcing solutions to agencies, software vendors, and website owners. For over seven years, we have successfully collaborated with a variety of companies, providing valuable technical, operational, and back-office support. We have a large team of skilled and passionate professionals who are committed to delivering high-quality work for our clients.

Position Overview

The Customer Success Specialist is a key member of our team, responsible for managing the commercial execution and retention of high-volume accounts. This role focuses on the end-to-end renewal process, contract administration, and fostering strong customer relationships to ensure high revenue retention. Working in North America Central Time, the specialist will collaborate closely with Customer Success Managers (CSMs) to provide a unified and exceptional customer experience. This position requires a proactive, agile, and highly accountable individual who thrives in a collaborative, fast-paced environment and is committed to maintaining impeccable data integrity and driving performance against key metrics.
 
Work Configuration & Benefits
 
• Work Schedule: Monday to Friday, 10:00 PM to 7:00 AM PHT (8:00 AM to 5:00 PM CST). Absolute adherence to scheduled hours is required.
• Setup: Fully remote position with a standard 40-hour fixed-schedule work week. Equipment is provided.
• Benefits: HMO coverage and 13th-month pay.
• Culture: A company culture focused on the well-being of its team members, promoting a good work-life balance and a respectful work environment.
 
Reference: 2644-128605

Key Responsibilities

  • Renewal Management: Own the end-to-end renewal process for assigned high-volume accounts, ensuring timely contract execution and maintaining high Gross Revenue Retention (GRR).
  • Contract Administration: Manage the administrative side of the customer relationship, including processing amendments, handling billing inquiries, and ensuring CRM data integrity.
  • Downgrade Management: Assess, process, and accurately execute customer downgrade requests in alignment with policy, ensuring retention risks are identified, properly documented, and addressed through appropriate internal escalation or value-based conversations.
  • Special Projects & Initiatives: Contribute to special projects and customer-facing initiatives such as targeted customer campaigns, process pilots, or operational programs designed to support retention, efficiency, and evolving business priorities.
  • Live Customer Engagement: Facilitate customer calls and virtual meetings to support commercial execution and address customer needs as part of the renewal and retention lifecycle.
  • CSM Partnership: Work daily with a team of CSMs to provide a unified experience. The CSM team will focus on adoption and value programs.
  • Escalation Support: Act as the first line of defense for commercial escalations within the squad, coordinating with Finance and Legal to resolve obstacles to renewal.
  • Data Integrity: Maintain a high bar for CRM hygiene. Ensure all renewal dates, contact information, and commercial notes are updated in real-time to support accurate executive forecasting.
  • Process Improvement: Actively identify bottlenecks in the high-volume renewal process and propose automation or workflow changes to increase the squad's efficiency.
  • KPI Performance: Drive relentless execution against team-based KPIs, including Net Revenue Retention (NRR), On-Time Renewal Rate, and Task Completion Speed.

Qualifications

  • Experience: 1-2 years of experience in a customer-facing role such as Account Management, Sales, Support, or Customer Success.
  • Communication: Exceptional written and verbal communication skills; ability to manage high-volume email and chat correspondence with a professional executive presence.
  • Key Skills: Experience in retention and escalations; comfortable holding live customer calls.
  • Reliability: Absolute adherence to scheduled hours (North America Central Time).
  • Preferred Experience: Prior Customer Success experience is highly preferred.
  • Industry Knowledge: Background in a B2B SaaS or tech environment is a plus.
  • Tools: Experience using CRM tools like Salesforce and CS platforms such as Gainsight; proficient in Google Suite.

More Information

  • This is a fully remote position with a standard 40-hour fixed-schedule work week.
  • The exact work schedule depends on the client that you are assigned to but is often an afternoon or night schedule and so having flexibility when it comes to schedule is important.
  • We have a company culture that focuses on the well-being of its team members, with a good work life balance and respectful work environment.
  • Fully remote work arrangement
  • HMO
  • 13th- month pay
  • Equipment provided
  • Work Schedule: Mon-Fri, 10pm to 7am PHT or 8am to 5pm CST
View original posting on Lever

What applying to LevelUp usually looks like

Based on publicly available information, candidates applying through Lever can typically expect a straightforward online application process, often requiring a resume and sometimes a cover letter or answers to short screening questions. Lever-based hiring processes commonly include an initial recruiter or HR screen, followed by one or more interviews that may include multiple stages such as hiring manager conversations, skills assessments, or panel interviews depending on the role—whether in support, sales, technical, or operations functions. Communication is generally handled through automated email updates generated by the platform, though response times vary by employer and role. Candidates should ensure their application materials clearly reflect relevant experience, as applicant tracking systems like Lever often parse resumes for keyword matching. Following up politely after submission is generally considered acceptable.

Based on publicly available information. LandEarly does not verify interview process details.

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Customer Success Specialist [2644-128605]
LevelUp · Manila
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