Customer Success Specialist

About the role

With a minimum of two years of relevant experience in customer success, support, account management, client services, onboarding, or service delivery, you will help customers adopt and sustain XieTech solutions. As a bridge between customers and product, engineering, operations, and business development, you will own communication, coordinate issues responsibly, and turn feedback into better outcomes.

What you'll do

• Coordinate customer onboarding, setup, training, success goals, and early adoption checkpoints
• Provide product-usage education and practical guidance through clear written and live communication
• Receive customer questions and issues, establish expectations, and coordinate ownership through resolution
• Maintain timely updates, accurate records, next actions, and agreed commitments for customer concerns
• Gather structured feedback, identify adoption barriers and account risks, and surface patterns early
• Share customer insight with product, engineering, operations, and business-development teams
• Support regular customer check-ins and document outcomes, value realized, and follow-up opportunities

What you'll bring

• Minimum of 2 years of relevant experience in customer success, customer support, account management, client services, onboarding, service delivery, or a similar customer-facing role
• Empathetic and concise communication across technical and non-technical audiences
• Ability to learn software products and explain workflows without relying on jargon
• Strong ownership, organization, expectation management, and cross-team follow-through
• Sound judgment in prioritizing issues, escalating risks, and protecting customer information
• Ability to gather useful feedback without promising unapproved features or timelines
• Reliable availability and collaboration within a remote, flexible-time Philippine team

Nice to have

• Experience supporting B2B software, digital services, or Philippine SMEs
• Familiarity with CRM, help desk, knowledge-base, or product-analytics tools
• Experience creating onboarding guides, training materials, or support documentation
• Understanding of software delivery, incident communication, or change management