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Customer Success Specialist
Job Location:
Job Location:
Cebu - Philippines
Monthly Salary:
Not provided by the employer
Monthly Salary:
Posted:
24 September 2026 (3 days ago)
Posted:
Application Deadline:
22 December 2026
Application Deadline:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
Who are we
MyPass Global is a multi-award-winning workforce compliance software company. Our cutting-edge technology helps companies in high-stakes industries reduce risk save up to 70% on back-office costs and create safer work environments through our digital workforce solutions. As we rapidly expand with offices worldwide we are seeking the next generation of innovative MyPassers to join us in shaping the future of our industry.
Read more about ushere
Position Purpose Statement
The Customer Success Specialist (CSS) ensure a seamless customer onboarding process through proactive communication problem solving and collaboration. This role manages a delegated account portfolio to support the Customer Success Managers in delivering day-to-day service to customers setting up customer portals mobilising workers and ensuring customer the first 90 days this role is expected to fully ramp on its assigned account portfolio build working fluency across MyPasss core platform and internal systems and begin independently managing onboarding renewals and retention activity for its owner clients. Longer term the role manages renewals and retention for long-term success identifies growth opportunities cultivates client relationships and increases platform usage.
Your Day-to-Day
- Manages efficient customer and vendor onboarding including portal setup billing and issue resolution.
- Ensures portal functionality and worker mobilisation.
- Provides prompt support for onboarding features and functionality queries.
- Communicates regularly with clients to promote platform use and educates them on features.
- Conducts training sessions.
- Manages renewals collections and retention strategies.
- Drives customer advocacy and lead generation supporting GPI initiatives.
- Maintains CRM data and analyses engagement for targeted marketing.
- Assists the Implementation Team with vendor onboarding and communicates NPS feedback.
- Coordinates with the Lead Customer Success Manager to align onboarding with customer needs.
- Takes ownership of certain owner clients onboarding engagement renewal and retention.
- Supports Customer Success Managers on project management building toward broader customer success capability.
Our Ideal MyPasser:
- At least 3 years of experience in a customer service customer success or project implementation role ideally within a B2B or SaaS/tech environment.
- Strong exposure to B2B business models and stakeholder relationships.
- Systems agnostic comfortable learning and working across multiple CRM portal and data platforms.
- Exposure to the IT or technology industry is highly regarded though not essential.
- Demonstrated ability to manage complex customer onboarding and engagement processes.
- Proficiency in CRM tools data analysis and communication platforms.
- Exceptional written and verbal communication skills with the ability to build strong relationships and influence key stakeholders.
- Ability to deliver engaging product training webinars and business reviews ensuring customers maximise value from the platform.
- A proactive customer-centric mindset with strong problem-solving and conflict resolution skills.
- Adaptability to work cross-functionally with sales marketing and product teams to enhance customer experience and drive growth.
- Strong curiosity and eagerness to stay updated with customer success best practices emerging technologies and industry trends.
Measures of Success
- Owner client portfolio onboarded within agreed SLA timeframes.
- Renewal and retention targets met for the assigned account portfolio.
- Customer satisfaction (CSAT/NPS) scores maintained or improved across the portfolio.
- Platform usage/engagement increased across managed accounts.
Life at MyPass:
* Accessible and friendly office in Cebu IT Park
* Celebrate You - Anniversary gifts as early as your first work anniversary!
* Be Healthy - Wellbeing policy with a strong focus on whatever makes you feel good from the inside out and a company-sponsored Healthcare Insurance worth PHP 110000.00.
* Work-Life Balance - Enjoy the right to disconnect with our 16 Paid Time Offs and 8 Compensatory Time Offs!
* Fuel Your Growth Journey - Unlocking your potential with a blend of in-person and online learning and development opportunities
* Get Rewarded and Recognized - Your impact to the business is seen and recognized through our Monthly Value Awards
* Be Comfortable - Casual Friday every day!
* We Love to Have Fun - Team outings weekly lunches team events the list goes on
* Generous Employee Referral Program - Rewards for referring top talent
Feel valuable
Were big on culture. So much so that the team weve carefully curated are not only high-performers theyre also excellent humans. We foster an environment that is open respectful and collaborative where the status quo is challenged and both success and failure are celebrated.
MyPass champions diversity at all levels of the company and we live by our core values that set us apart. We cultivate an inclusive culture and do not discriminate based on race religion color national origin gender sexual orientation age marital status veteran status or disability status. We are dedicated to creating a workplace where everyone feels valued respected and empowered to bring their authentic selves to work. Our mantra is to make things happen every single day.
Our company values:
Bring out the best- We connect and empower people to build a safer future. We strive to create a positive and enduring impact no matter how small.
Challenge the norm- We pursue innovation by practising curiosity and always asking why. We challenge assumptions by seeking opportunities for growth and improvement.
Treat people well- We treat our customers employees and partners as equals. We foster meaningful relationships through trust compassion and respect.
Walk the walk- We are accountable for our goals actions and collective vision. We work with integrity and are true to our word.
We may use artificial intelligence (AI) tools to support parts of the hiring process such as reviewing applications analyzing resumes or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed please contact us.
Required Experience:
IC
About Company
MyPass Global is award-winning workforce management software. Join 100's of organisations to reduce costs & simplify compliance, resourcing & recruitment.
