Sr. Customer Success Specialist (WFO)

2-4 years
10 days ago
Job Description

Job Description

Reporting to the Customer Success Lead, the Customer Success Specialists will be working with all new small law firms ( 5 users) who have signed up to the platform on a 30-day trial. The focus is their driving adoption and usage of the platform and converting to paying customers.


  • Being the first point of contact for all small law firms who are a during their first 30 days (sole practitioners)
  • Monitoring customer usage and proactively offer training and support to customers with the goal of increasing adoption and usage.
  • Collaborate with internal teams (Sales, Product, Marketing) to ensure customer feedback is being shared with our team to improve the customer experience.
  • Responding to all inbound support requests via phone, email and chat and escalating complex issues as necessary, ensuring timely resolution and customer satisfaction.
  • Supporting the sales team with converting leads to paying customers.

Qualifications And Requirements

  • Previous experience working at a tech SaaS company is a must.
  • 2-4 years of experience in a Customer Support, Customer Success or Onboarding Specialist role.
  • Excellent verbal and written communication skills
  • Experience using Hubspot, MS Office or similar CRM systems.




Job Source:

Cloudstaff was established in 2005 by Australian Internet pioneer Mr Lloyd Ernst. The company initially focused on software development for Western markets.In 2010, Cloudstaff identified the Philippines as an emerging market for outsourcing services and expanded operations to the region, commencing with a small team of only seven staff. As a result of the successful expansion, the company was able to extend its service offerings and workforce.