Open roleIndividual ContributorOperations & Strategy
Customer Success Specialist
Help customers adopt solutions and resolve concerns with at least two years of relevant customer-facing experience.
People & Operations GroupPhilippinesRemoteFlexible Time
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