Customer Success Representative

Location: Philippines (Remote)

Working hours: Sydney, Australia Time (UTC +10/+11), with occasional out of hours work required for customers in the USA.

Compensation: PHP 50,000 - 70,000 per month, based on experience

ChangePlan.co is a fast-growing SaaS start-up with a distributed team across Sydney, the Philippines and the USA. Our platform is trusted by global enterprises like Duracell and Bridgestone to help change managers implement large-scale projects smoothly, ensuring high adoption rates with minimal resistance.

We're looking for an experienced Customer Success Representative based in Manila to support our North American clients. This role operates on Sydney, Australia Time (UTC +10/+11), with occasional out of hours work required for customers in the USA.

Please note: C2 level English + experience in a SaaS customer success role are strict requirements.

Your mission:

1. Help new users onboard smoothly, ensuring a seamless start with ChangePlan.
2. Keep existing users delighted by providing top-tier support and guidance.
3. Drive customer retention and expansion by ensuring clients see ongoing value in our platform.

Responsibilities:

• Deliver engaging onboarding training sessions for new clients.
• Monitor and manage the support inbox, triaging issues and collaborating with the development team for resolutions.
• Draft and send product update emails to keep clients informed.
• Maintain and update the customer support site with relevant resources.
• Track customer health metrics in our CRM to proactively address needs.

Requirements for the role:

• Fluency in English (C2 level required). You'll be communicating with native English-speaking clients.
• Experience in SaaS customer success or a related field. You should be comfortable working with software products and supporting clients.
• Bachelor's degree or equivalent.

Recruitment process (it's simple!):

1. Interviews via video call with our team
2. Receive an offer and start making an impact!

To better understand what we do, we recommend exploring our website before applying.

Best of luck—we're excited to meet you!