Customer Success Specialist – SaaS
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Job Description
Customer Success Specialist driving trial conversion, onboarding, and retention for a US-based SaaS platform serving restoration businesses. Managing high-volume outreach and HubSpot CRM activity remotely from the Philippines.
Responsibilities:
- Respond to new trial signups within 5 minutes to ensure immediate engagement
- Manage a high-volume outbound schedule, performing 30+ calls daily to trial users and inactive accounts
- Own the onboarding funnel by scheduling at least 4 training sessions and completing 2+ live sessions daily
- Guide new users through platform setup within their first 72 hours to ensure long-term retention
- Proactively monitor account health to identify and intervene with at-risk users before they churn
- Maintain perfect CRM hygiene by logging every interaction and update within HubSpot
- Actively drive accounts toward activation and expansion while collecting daily customer testimonials
Requirements:
- Proven experience in a high-volume outbound calling environment (30+ calls/day)
- Previous experience in Customer Success, SaaS onboarding, or Sales Development (SDR)
- A "speed-to-action" mindset with the ability to work independently without micromanagement
- Exceptional discipline in CRM management (HubSpot experience is a significant advantage)
- Ability to troubleshoot technical software issues and guide non-technical users through setup
- Availability to work during US Pacific Standard Time (PST) hours
- 3+ years of experience in a B2B SaaS environment
- Demonstrated track record of managing and converting trial users to paid accounts
- Familiarity with the restoration industry or franchise models (e.g., SERVPRO)
Benefits:
- Competitive compensation with room for growth
- Performance-based bonuses linked to client retention, account growth, and referrals
- Join a fast-growing company focused on delivering measurable results and exceptional client experiences
- Continuous development through professional mentorship
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