Customer Success Specialist
# Customer Success Specialist **AHG Lab** · Makati · `On-site` 🕒 **Статус:** *Опубликовано: сегодня* · *Источник: Indeed* --- ### About the Role About the Role As a Customer Success Specialist , you will own the post-sales customer experience at Collo. Your role will be to ensure that customers successfully adopt Collo, are fully trained on the platform, and receive the ongoing support they need to get maximum value from the product. This is not a traditional customer support role. You will own the transition from signed customer → successfully onboarded customer → active and engaged user, working closely with the sales and product teams to ensure customers have a seamless experience. You will take ownership of much of the post-closing workload currently managed by the founders, allowing them to focus on acquiring and closing new customers while ensuring existing customers remain successful, engaged, and satisfied. Your responsibilities encompass, but are not limited to, the following critical areas: Key Responsibilities Client Onboarding & Activation: Own the end-to-end onboarding process for new B2B customers following contract signing. Work with customers to understand their existing processes, systems, and operational requirements. Coordinate the migration and setup of properties, units, tenants, leases, billing information, and other relevant customer data. Guide customers through platform configuration and help them adapt Collo to their specific workflows. Develop onboarding plans, timelines, checklists, and materials to ensure customers successfully go live. Coordinate with the Product team when technical issues, bugs, integrations, or custom requirements arise. Track onboarding progress and proactively identify blockers that could delay implementation or adoption. Ensure customers are fully operational and comfortable using the platform before transitioning them into ongoing account management. Training & Enablement: Lead initial client training sessions (both virtual and in-person walkthroughs) on key Collo workflows including tenant management, rent collection, billing, reporting, and other relevant functionalities. Tailor training to different customer types and technical sophistication. Develop and maintain training materials, user guides, FAQs, and other customer-facing resources. Customer Support & Relationship Management: Serve as the primary point of contact for daily client inquiries, platform questions, and troubleshooting. Coordinate internally across departments to resolve customer issues. Build strong relationships with key customer stakeholders, including property managers, administrators, finance teams, owners, and senior decision-makers. Customer Retention & Expansion: Monitor product usage to identify customers who may be at risk of disengagement or churn. Proactively work with customers to increase adoption and demonstrate the value they are receiving from Collo. Conduct regular customer check-ins and business reviews for key accounts. Identify opportunities for customers to adopt additional Collo features, expand their usage, or roll out the platform across additional properties. Surface potential upsell and expansion opportunities to the Sales team rather than allowing commercial opportunities to be missed. Support contract renewals by maintaining strong customer relationships and ensuring customers continue to see value from the platform. Product Feedback Loop: Gather customer feedback on product usability and translate recurring client questions and pain points into actionable insights for the product/tech team Assist in identifying opportunities for product improvements or secondary revenue features. Invoicing and Collections: Collaborate with finance and sales teams to resolve billing discrepancies. Coordinate with the finance team and help resolve outstanding or overdue receivable by sending timely reminders and follow-up communications to clients ahead of and following invoice due dates. Qualifications & Requirements Experience Bachelor's degree in Business, Marketing, Communications, Information Systems, or a related field. Minimum of 2-3 years of experience in B2B customer success, account management, implementation, client success, sales operations, or a similar role. Prior experience working with a B2B software, SaaS, or technology platform is strongly preferred. Experience or familiarity with property technology (PropTech) is a plus, but not required. Competencies Strong understanding of the B2B customer lifecycle, particularly the transition from sales and contract signing through implementation, adoption, and retention. Strong technical aptitude for learning software platforms quickly. Strong customer relationship management and stakeholder engagement skills. Clear, patient communicator capable of training non-technical client stakeholders. Self-starter who can manage multiple client rollouts simultaneously without letting tasks fall through the cracks. This position is structured as a paid consultancy engagement for professional services. The selected candidate will operate as an independent contractor ; therefore, government-mandated benefits are not included in this arrangement Pay: Php35,000.00 - Php48,000.00 per month Work Location: In person
Наблюдалась 2026-09-17, впервые 2026-09-17, источник — Indeed.