Senior Customer Success Specialist, Key Accounts (Remote)
At a glance
Senior Customer Success role at ShowMojo. Remote, Philippines · full-time.
Pay not stated Customer Success salary
remoteroles summary, based on the employer's posting.
What you'll do
- Take key accounts from onboarding through ongoing success, helping customers set up and use the software
- Run video meetings to guide customers, discuss account concerns and check how they are using the platform
- Answer customer questions and investigate software problems, bringing in internal teams when needed
- Track account health and customer satisfaction, then act on risks to retention and keep account notes current
- Pass recurring customer feedback to Sales, Product and Marketing, and identify ways to improve workflows and product use
What you bring
- At least three years in customer service, customer success or another customer-facing role
- At least one year managing high-value accounts, with experience in retention, escalations or account growth
- Experience with SaaS, cloud software or technology platforms, and the ability to learn new systems quickly
- You can lead customer video calls and explain technical information clearly in writing and conversation
Who this fits
This full-time remote role is based in the Philippines and follows US business hours. It suits someone who can own high-value accounts while also supporting onboarding and questions from the broader customer base.
From the employer
We are looking for a customer-focused and proactive Senior Customer Success Specialist to build strong relationships with customers, manage high-value accounts, and help customers get the most out of our software solutions. This role owns our key accounts end to end, from onboarding to ongoing success, and also supports our broader customer base with onboarding sessions and support tickets as needed.
The ideal candidate has a strong background in customer service and success, experience managing high-value customer accounts, and the confidence to communicate directly with customers through video meetings. Experience working with SaaS products, technology platforms, or cloud-based software is required.
ShowMojo streamlines the residential rental process, and vastly improves the leasing experience for property managers and renters alike. Our company is growing rapidly, with customers in all 50 states. To learn more about us visit: hello.showmojo.com
Key Responsibilities
Customer Relationship Management
- Build and maintain strong, long term relationships with customers.
- Manage high value customer accounts and serve as a reliable point of contact for customer inquiries, concerns, and escalations.
- Proactively communicate with customers to understand their needs, address challenges, and identify opportunities to improve their experience.
- Monitor customer satisfaction and account health, identifying potential risks and opportunities to strengthen customer retention.
Customer Onboarding and Product Adoption
- Guide customers through onboarding, software setup, and product familiarization.
- Help customers understand and effectively use the platform's features and capabilities.
- Schedule and lead video meetings with customers to provide guidance, discuss account concerns, review progress, and support product adoption.
- Follow up with customers to ensure their questions are addressed and they are making effective use of the software.
Customer Support and Problem Resolution
- Respond to customer inquiries professionally and efficiently through email, phone, and other communication channels.
- Troubleshoot software related concerns, investigate issues, and coordinate with internal teams when additional support is required.
- Manage escalations with a focus on timely resolution, clear communication, and customer satisfaction.
- Maintain accurate customer records, account updates, and interaction notes in the appropriate systems.
Cross Functional Collaboration
- Work closely with Sales, Product, Marketing and other internal teams to resolve customer concerns and improve the overall customer experience.
- Share customer feedback and recurring issues with relevant teams to support product improvements.
- Identify opportunities to improve customer workflows, strengthen engagement, and increase product adoption.
Requirements
- At least 3 years of experience in customer service, Customer Success, or a related customer facing role.
- At least 1 year of experience managing high value customer accounts, preferably involving customer retention, relationship management, escalations, or account growth.
- Experience working with SaaS products, cloud based software, or technology platforms, with the ability to learn new systems quickly.
- Comfortable scheduling, coordinating, and leading video call meetings with customers.
- Strong written and verbal communication skills, with the ability to build customer relationships and explain technical information clearly.
- Able to work full time, US business hours.
Benefits
Budget rate is up to $14 per hour.
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