Customer Success Specialist

Job Description

Location: Fully Remote (Philippines)

Schedule: CST

Salary: $1500 - $2000 USD/month

A Leading Gamification SaaS platform with expertise in marketing, sales, and technology is looking for a Customer Success Specialist. This innovative company has a world-class gamification, prizing, and promotions platform built to boost brand engagement. They help businesses create effective, seamless marketing campaigns.

As a Customer Success Specialist, you will handle subscription renewals, track deals in HubSpot, manage contracts, and update templates in scoping/contract software. You’ll also support monthly newsletters, marketing reports, and assist with industry research and prospecting tools.

Key Responsibilities:

Sales Support

1. 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

2. 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

3. Manage TBD tool / AI solution for mid-market prospecting (Q2/Q3 opportunity)

Sales and Marketing Operations

1. 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)

2. Create custom reports in HubSpot as needed

3. 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

4. Core data updates quarterly for Board Slides esp with HubSpot and other Data

5. Manage Qwilr, create SOW templates in the system, update content, and ensure pricing is always current.

6. Organize and maintain the MSA matrix, collaborate with the finance team to leverage AI for initialization and ongoing updates.

7. 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.

8. Support Marketing Attribution Reporting via HubSpot

9. 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.

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.
• 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.