Sr. Customer Success Specialist at SupportNinja

Are you ready to move beyond support and start driving strategy? As the next Senior Customer Success Specialist, you won’t just be answering questions—you’ll be a trusted advisor to our most high-value global accounts. We are looking for a strategic thinker who thrives on building long-term relationships, navigating complex onboardings, and identifying growth opportunities that help clients win. If you’re a HubSpot power user with a passion for storytelling and a data-driven approach to retention, your next big career move starts here.

• Work Setup: Remote - Philippines

• Type of Contract: Full-Time

• Schedule/Hours: 9 AM – 6 PM EST, Mon-Fri (Night Shift)

• Equipment: Bring-Your-Own Device (BYOD)

The Senior Customer Success Specialist serves as a trusted advisor and strategic partner for customers, ensuring they achieve maximum value from our products and services. This role goes beyond day-to-day support, focusing on driving customer retention, expansion, and satisfaction through proactive engagement, deep product knowledge, and collaboration across internal teams. The Senior Specialist will also mentor junior team members and contribute to the development of customer success best practices.

What does a day in the life of a Sr. Customer Success Specialist look like?

• Serve as the primary point of contact for high-value and strategic accounts, ensuring exceptional customer experiences and outcomes
• Develop and maintain strong, long-term relationships with decision-makers and key stakeholders
• Act as the customer’s advocate within the company, ensuring their feedback informs product, process, and service improvements
• Lead complex onboarding processes for new customers, ensuring seamless adoption and integration of products/services
• Deliver advanced product training sessions tailored to customer needs, fostering self-sufficiency and long-term engagement
• Proactively identify opportunities for account growth through upselling, cross-selling, and contract renewals
• Partner with Sales and Product teams to create tailored solutions that align with customer goals
• Track and manage customer health scores, intervening early to mitigate churn risks
• Resolve escalated customer issues quickly and effectively via Email & Phone, providing expert guidance and solutions
• Analyze recurring customer challenges to recommend systemic process or product improvements
• Maintain accurate records of customer interactions in the CRM system, leveraging data to inform strategies
• Provide leadership with insights on customer satisfaction trends, retention risks, and opportunities
• Mentor and support junior Customer Success team members, sharing best practices and coaching on difficult cases
• Collaborate closely with Sales, Product, and Technical teams to ensure customer success is integrated across the organization
• Adhere to company policies and procedures
• Meet or exceed performance targets for related KPIs
• Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules
• Collaborate with other departments as needed
• Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times
• Perform other duties as assigned

What are the qualifications of a Sr. Customer Success Specialist?

• 3-5 years experience in a customer success, account management, or related customer-facing role
• Strong proficiency with CRM software (HubSpot) and customer support tools
• Strong communication skills, both verbal and written, with natural and accent-neutral storytelling ability
• Excellent interpersonal skills, with the ability to engage and influence senior-level stakeholders
• Demonstrated ability to manage multiple priorities in a fast-paced environment
• Strong problem-solving skills with a data-driven approach to decision-making
• Focus on retention, repeat usage, and adoption metrics
• Ability to support onboarding, demos, and customer education
• Technical aptitude to clearly explain app features
• Sales acumen with the ability to convert users
• Proficiency utilizing sales outreach tools, specifically LinkedIn Sales Navigator

Ninja Perks and Benefits

• Competitive compensation
• Adherence to government-mandated benefits
• Retirement Savings Program with Company Matching
• Life Insurance
• HMO 1st day
• Paid time off + birthday leave
• Bonus and incentive plans
• Opportunities for skills training and personal and professional development
• Employee Referral Program

Experience infinite fun so you can have infinite growth. Discover A Better Way to Grow! Are you ready?

Fast-track your application and dive straight into your next big opportunity. Access your Instant Interview here: https://alpharun.com/i/-_GmJdajKApPo3DuQM_E2

Disclaimer: The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.

SupportNinja is proud to be an Equal Employment Opportunity employer, and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.

#supportninjajobs