Customer Success Specialist

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LevelUp - WordPress Technical Support & Outsourcing

WebsiteLinkedInAll Job Openings

51 - 200 employees

☁️ SaaS

🤝 B2B

🧘 Wellness

SaaS • B2B • Wellness

LevelUp is a company specializing in WordPress technical support and outsourcing services. Founded in 2017, LevelUp provides a range of services aimed at helping WordPress businesses succeed, including technical support and maintenance plans for WordPress sites, one-time fix services, and managed customer support for WordPress theme and plugin developers. They also offer white-label support packages for WordPress design agencies and assistance in building offshore teams to handle WordPress support and development. With a focus on reducing operational overheads, LevelUp helps businesses outsource their technical support needs, offering specialized talent to handle WordPress-related challenges efficiently. The company is based in the UK with a support office in Manila, Philippines.

📋 Description

• Take ownership of the end-to-end renewal process for assigned high-volume accounts, guaranteeing timely contract execution and sustaining a high Gross Revenue Retention (GRR). • Administer the customer relationship, including processing amendments, addressing billing inquiries, and ensuring CRM data accuracy. • Evaluate, process, and accurately execute customer downgrade requests in accordance with company policy, ensuring retention risks are identified, documented, and managed through internal escalation or value-based discussions. • Contribute to special projects and customer-centric initiatives, such as targeted campaigns, process pilots, and operational programs aimed at boosting retention and efficiency. • Lead customer calls and virtual meetings to facilitate commercial execution and address customer requirements throughout the renewal and retention lifecycle. • Collaborate daily with a team of Customer Success Managers (CSMs) to deliver a seamless, unified customer experience. • Serve as the primary point of contact for commercial escalations within your squad, partnering with Finance and Legal departments to overcome renewal obstacles. • Maintain impeccable CRM hygiene by updating renewal dates, contact information, and commercial notes in real-time to enable accurate executive forecasting. • Proactively identify bottlenecks within the high-volume renewal workflow and recommend automation or process enhancements to elevate squad efficiency. • Drive relentless execution to meet and exceed team-based KPIs, including Net Revenue Retention (NRR), On-Time Renewal Rate, and Task Completion Speed.

🎯 Requirements

• 1 to 2 years of proven experience in a customer-facing role, such as Account Management, Sales, Support, or Customer Success. • Demonstrated expertise in handling customer retention and managing escalations. • Strong comfort level and confidence in conducting live customer calls and virtual meetings. • Exceptional written and verbal English communication skills, with the ability to manage high-volume email and chat correspondence displaying professional "Executive Presence." • Strict adherence to scheduled working hours aligned with North America Central Time. • Prior experience in Customer Success and a B2B SaaS or tech environment is highly preferred. • Proficiency with CRM tools (e.g., Salesforce) and Customer Success platforms (e.g., Gainsight) is preferred. • Strong working knowledge of Google Workspace (G Suite). • A proactive, can-do attitude combined with a strong team-oriented, supportive approach. • Genuine passion for problem-solving, customer experience, continuous learning, and self-improvement.

🏖️ Benefits

• 13th month pay • HMO • Equipment provided