Why ClearSource?
ClearSource is hiring a Customer Success Specialist to support an exciting new partnership with a US-based B2B startup serving the dental industry. Our client works directly with dental practices across the United States, offering a platform that helps dentists deliver added value to their patients.
As the first point of contact after a dental practice sign on, the Customer Success Specialist is responsible for guiding new dentist offices through onboarding, setting them up on the platform, integrating the product into their day-to-day workflows, and making sure every new merchant feels confident and supported from day one. This role is equal parts project manager, trainer, and relationship builder, and is a critical driver of customer activation and long-term retention.
This is a high-visibility role with significant growth potential as the client scales its operations.
What will you do as a Customer Success Manager:
Onboarding & Activation
- Own the end-to-end onboarding experience for new dental practices, from welcome call through full platform adoption.
- Schedule and conduct onboarding sessions (video calls, screen shares, and walkthroughs) with dentists, office managers, and front-desk staff.
- Configure merchant accounts in the client's platform, including practice details, product setup, user permissions, and integrations.
- Guide practices through the installation, setup, and testing of the product so it is fully operational within target timelines.
- Track onboarding progress against defined milestones and time-to-activation SLAs.
- Deliver clear, engaging system training tailored to non-technical users in busy dental offices.
- Create and maintain onboarding resources such as quick-start guides, FAQs, and short training videos in partnership with the client.
- Coach merchants on best practices for positioning the product to their patients.
Customer Relationship Management
- Serve as the dedicated point of contact for newly onboarded practices during their first 30–90 days.
- Build strong, trust-based relationships with dentists and office staff through proactive communication.
- Identify and escalate at-risk accounts early and collaborate with the client's CS and Sales teams to keep merchants engaged.
- Gather feedback from merchants and surface insights to help the client improve the product and onboarding experience.
Operations & Reporting
- Maintain accurate records of all merchant interactions in the CRM (e.g., HubSpot, Salesforce, or equivalent).
- Track key onboarding KPIs — activation rate, time-to-first-value, onboarding NPS, and early churn indicators.
- Contribute to process improvements, playbooks, and documentation as the program scales.
- Coordinate with ClearSource leadership and the client team on daily handoffs, weekly reviews, and performance reporting.
Required Qualifications
- Minimum 2 years of experience in customer success, account management, merchant onboarding, implementation, or a similar client-facing role, ideally supporting US-based clients or customers.
- Bachelor's degree in business, Communications, Marketing, or a related field (or equivalent work experience).
- Excellent English communication skills, both written and verbal, with a clear, neutral accent suitable for US customer interactions.
- Strong phone and video-call presence; comfortable running live onboarding sessions and small-group trainings.
- Proven ability to manage multiple accounts and onboarding projects simultaneously without letting details slip.
- Tech-savvy and quick to learn new SaaS platforms; comfortable with CRMs, ticketing tools, video conferencing, and basic reporting.
- High level of empathy, patience, and professionalism, especially when working with non-technical users.
- Willingness and ability to work full-time US business hours (night shift in the Philippines).
- Willingness to transition from work-from-home to an onsite work arrangement
- Reliable home internet a quiet work environment, and a backup power source during the WFH phase.
ClearSource offers a competitive salary as well as opportunities for career growth and professional development. We have an inclusive culture that values diversity and the contributions our employees make to the organization’s success.
We also offer:
- Competitive salary – Get paid for doing what you love!
- Medical and dental insurance (with free dependent coverage!).
- Group life insurance for peace of mind.
- Paid time off (PTO) – Because work-life balance matters.
- Outstanding career growth opportunities – Learn, advance, and develop your career.
- A fun, innovative, and energetic team culture – Be part of a company that values its employees
- Skills and leadership development to help you reach your full potential.
- Free meal for onsite employees
At ClearSource, our mission is simple: Making Lives Better—for our employees, our clients, and their customers. Our culture is built on a strong foundation of core values that shape everything we do:
- Customer First – We are obsessed with delivering an exceptional customer experience.
- Personal Accountability – We do the right thing and own our actions.
- Humble Courage – We embrace feedback, seek growth, and push ourselves to improve.
- Hungry – We bring passion, energy, and drive to everything we do.
- Happy & Healthy – We believe in balance, well-being, and a positive workplace.
Office Address: 10th Floor Rockwell Business Center, Tower 1, Ortigas Avenue, Pasig City
What We Do
ClearSource at its core is a customer experience company. We help our partners optimize the customer journey from initial acquisition to throughout the lifecycle of each customer. Our mission is to drive customer loyalty and engagement by creating an exceptional experience at every touchpoint. Our services include outsourced customer care, technology including artificial intelligence/machine learning, and consulting services.
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