{"id":3538242,"url":"https://alion.io/job/levelup-customer-success-specialist","title":"Customer Success Specialist","company":{"id":38906,"name":"LevelUp","domain":"levelup.com","url":"https://alion.io/company/levelup-com","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"inferred_payroll_markers","remote_working_hours":{"label":"CST","utc_offset_min":-6,"utc_offset_max":-6},"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["PH"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Salesforce","optional":true}],"status":"closed","first_seen_at":"2026-10-30T11:26:24Z","employer_posted_date":null,"last_verified_at":"2026-11-04T13:15:25Z","board_verified":false,"closed_at":"2026-11-04T13:15:25Z","days_open":5,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":5},"description":"Company Overview\nLevelUp is a specialist agency that provides outsourcing solutions to agencies, software vendors, and website owners. For over seven years, we have successfully collaborated with a variety of companies, providing valuable technical, operational, and back-office support. We have a large team of skilled and passionate professionals who are committed to delivering high-quality work for our clients.\n\nPosition Overview\nThe Customer Success Specialist is a key member of our team, responsible for managing the commercial execution and retention of high-volume accounts. This role focuses on the end-to-end renewal process, contract administration, and fostering strong customer relationships to ensure high revenue retention. Working in North America Central Time, the specialist will collaborate closely with Customer Success Managers (CSMs) to provide a unified and exceptional customer experience. This position requires a proactive, agile, and highly accountable individual who thrives in a collaborative, fast-paced environment and is committed to maintaining impeccable data integrity and driving performance against key metrics.\n\nWork Configuration & Benefits\n\n• Work Schedule: Monday to Friday, 10:00 PM to 7:00 AM PHT (8:00 AM to 5:00 PM CST). Absolute adherence to scheduled hours is required.\n\n• Setup: Fully remote position with a standard 40-hour fixed-schedule work week. Equipment is provided.\n\n• Benefits: HMO coverage and 13th-month pay.\n\n• Culture: A company culture focused on the well-being of its team members, promoting a good work-life balance and a respectful work environment.\n\nReference: 2644-128605\n\nKey Responsibilities\n\nRenewal Management: Own the end-to-end renewal process for assigned high-volume accounts, ensuring timely contract execution and maintaining high Gross Revenue Retention (GRR).\n\nContract Administration: Manage the administrative side of the customer relationship, including processing amendments, handling billing inquiries, and ensuring CRM data integrity.\n\nDowngrade Management: Assess, process, and accurately execute customer downgrade requests in alignment with policy, ensuring retention risks are identified, properly documented, and addressed through appropriate internal escalation or value-based conversations.\n\nSpecial Projects & Initiatives: Contribute to special projects and customer-facing initiatives such as targeted customer campaigns, process pilots, or operational programs designed to support retention, efficiency, and evolving business priorities.\n\nLive Customer Engagement: Facilitate customer calls and virtual meetings to support commercial execution and address customer needs as part of the renewal and retention lifecycle.\n\nCSM Partnership: Work daily with a team of CSMs to provide a unified experience. The CSM team will focus on adoption and value programs.\n\nEscalation Support: Act as the first line of defense for commercial escalations within the squad, coordinating with Finance and Legal to resolve obstacles to renewal.\n\nData Integrity: Maintain a high bar for CRM hygiene. Ensure all renewal dates, contact information, and commercial notes are updated in real-time to support accurate executive forecasting.\n\nProcess Improvement: Actively identify bottlenecks in the high-volume renewal process and propose automation or workflow changes to increase the squad's efficiency.\n\nKPI Performance: Drive relentless execution against team-based KPIs, including Net Revenue Retention (NRR), On-Time Renewal Rate, and Task Completion Speed.\n\nQualifications\n\nExperience: 1-2 years of experience in a customer-facing role such as Account Management, Sales, Support, or Customer Success.\n\nCommunication: Exceptional written and verbal communication skills; ability to manage high-volume email and chat correspondence with a professional executive presence.\n\nKey Skills: Experience in retention and escalations; comfortable holding live customer calls.\n\nReliability: Absolute adherence to scheduled hours (North America Central Time).\n\nPreferred Experience: Prior Customer Success experience is highly preferred.\n\nIndustry Knowledge: Background in a B2B SaaS or tech environment is a plus.\n\nTools: Experience using CRM tools like Salesforce and CS platforms such as Gainsight; proficient in Google Suite.\n\nMore Information\n\nThis is a fully remote position with a standard 40-hour fixed-schedule work week.\n\nThe exact work schedule depends on the client that you are assigned to but is often an afternoon or night schedule and so having flexibility when it comes to schedule is important.\n\nWe have a company culture that focuses on the well-being of its team members, with a good work life balance and respectful work environment.\n\nFully remote work arrangement\n\nHMO\n\n13th- month pay\n\nEquipment provided\n\nWork Schedule: Mon-Fri, 10pm to 7am PHT or 8am to 5pm CST\n\nCompensation\nAdditional Information","description_format":"text","description_chars":4889,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"Philippines","iso":"PH","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Gaming","PC Games"],"lifecycle":[{"event":"open","at":"2026-10-30T18:23:50Z"},{"event":"close","at":"2026-11-04T13:15:25Z"}],"visa":[],"liveness":null,"pay":null,"html_url":"https://alion.io/job/levelup-customer-success-specialist","json_url":"https://alion.io/job/levelup-customer-success-specialist.json","meta":{"generated_at":"2026-11-04T13:54:30Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":21012,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-05T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":38906},"rest":"https://alion.io/mcp/rest/get_company?id=38906"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Flevelup-customer-success-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Flevelup-customer-success-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Flevelup-customer-success-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/levelup-customer-success-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Flevelup-customer-success-specialist"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3538242}},{"tool":"search_jobs","arguments":{"company":"levelup.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3538242},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); 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Docs: https://alion.io/developers"}}