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.
Position Purpose Statement
The Customer Success Specialist-Enterprise (CSS-E) serves as a proactive partner for a portfolio of high-touch strategic accounts, driving customer outcomes, platform adoption, and business value. This role is pivotal in building long-term customer relationships, acting as the primary point of contact to coordinate internal resources, resolve escalations, and deliver exceptional customer experiences. The CSS-E will play a critical role in supporting the retention, expansion, and advocacy efforts of the CSM, leveraging data and insights to proactively address customer needs.
Your Day-to-Day
1. Customer Success & Retention
2. Develop and maintain trusted advisor relationships with strategic customers, understanding their business objectives and aligning the platform to support their goals.
3. Contributing to the overall customer success plans developed by the CSM.
4. Proactively engage customers through Quarterly Business Reviews (QBRs), strategic planning sessions, and regular check-ins.
5. Identify and mitigate churn risks through data-driven health scoring, usage monitoring, and early intervention strategies.
6. Drive the annual renewal processes including coordinating internal teams to meet outcomes.
7. Take note of expansion opportunities and partner with internal teams to drive upsell and cross-sell motions.
8. Customer Engagement & Adoption
9. Lead and support the Customer Success Manager in delivering tailored platform training sessions and best practice workshops for customer stakeholders.
10. Analyse platform usage data to segment users and develop targeted adoption campaigns.
11. Drive customer advocacy by identifying champions, securing testimonials, and encouraging community engagement.
12. Escalation Management & Issue Resolution
13. Act as the primary escalation point for strategic customer support issues.
14. Coordinate internal teams across Support, Product, and Engineering to drive timely issue resolution.
15. Provide regular updates to customers on incident progress, ensuring transparency and customer satisfaction.
16. Identify recurring issues (ticket trends) and partner with internal teams to improve product quality and customer experience.
17. Strategic Insights & Reporting
18. Deliver QBRs with insights on platform usage, business outcomes, and future opportunities.
19. Conduct regular account audits to identify revenue leakage, billing accuracy, and adoption gaps.
20. Leverage customer health scores, NPS data, and feedback to inform customer success plans.
21. Provide input on product enhancements based on customer feedback and usage patterns.
22. Collaboration & Internal Coordination
23. Partner cross-functionally with Sales, Marketing, Product, and Support teams to deliver seamless customer experiences.
24. Actively contribute to internal process improvements to enhance customer success delivery.
25. Participate in internal stand-ups and account planning sessions.
Our Ideal MyPasser
1. Minimum 5 years of experience in customer success, account management, or strategic customer engagement in a SaaS environment.
2. Proven experience managing a small portfolio of high-touch strategic or enterprise accounts.
3. Exceptional relationship management, negotiation, and influencing skills.
4. Strong analytical skills with the ability to interpret customer data and translate insights into action.
5. Experience with CRM systems (HubSpot preferred) and customer health scoring frameworks.
6. Excellent written and verbal communication skills, with experience delivering QBRs and customer presentations.
7. Ability to collaborate cross-functionally and coordinate internal resources to deliver customer outcomes.
8. Proactive, customer-centric mindset with strong problem-solving capabilities.
Measures of Success
1. Customer Retention Rate (CRR) > 100% for strategic accounts.
2. Net Revenue Retention (NRR) > 110% through renewals and expansions.
3. Customer Health Score improvement across portfolio.
4. NPS score improvements for assigned accounts.
5. Timely resolution of escalated issues within SLA.
6. Number of customer advocates and testimonials secured.
7. Accuracy and completeness of CRM data.
8. Contribution to process improvements and internal knowledge sharing.
Development Objectives
1. 0-3 Months
2. Complete onboarding and training on the platform, processes, and internal tools (HubSpot, CRM, reporting systems).
3. Shadow senior CSMs on QBRs and customer calls.
4. Develop deep understanding of assigned strategic accounts, including business objectives, platform usage, and key stakeholders.
5. Establish initial relationships with assigned customer contacts.
6. Gain proficiency in customer health scoring and internal escalation processes.
7. 3-6 Months
8. Own customer check-ins and QBR delivery for assigned accounts.
9. Lead customer training sessions and platform walkthroughs.
10. Begin identifying customer expansion opportunities and collaborate with Sales on strategic account planning.
11. Actively monitor and act on customer health score data.
12. Take ownership of managing escalations and coordinating internal teams.
13. 6 – 12 Months
14. Fully own the customer lifecycle for assigned accounts, including renewals and expansion opportunities.
15. Deliver insights-based QBRs with strategic recommendations.
16. Drive measurable improvement in customer health scores and NPS.
17. Build a pipeline of customer advocates and secure testimonials.
18. Contribute to internal process improvements and knowledge sharing.
Life At MyPass
1. Accessible and friendly office in Cebu IT Park.
2. Celebrate You - Anniversary gifts as early as your first work anniversary!
3. 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 110,000.00.
4. Work-Life Balance - Enjoy the right to disconnect with our 16 Paid Time Offs and 8 Compensatory Time Offs!
5. Fuel Your Growth Journey - Unlocking your potential with a blend of in-person and online learning and development opportunities.
6. Get Rewarded and Recognized - Your impact to the business is seen and recognized through our Monthly Value Awards.
7. Be Comfortable - Casual Friday every day!
8. We Love to Have Fun - Team outings, weekly lunches, team events, the list goes on…
9. Generous Employee Referral Program - Rewards for referring top talent.
Feel valuable
We’re big on culture. So much so that the team we've carefully curated are not only high-performers, they're 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.
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