The Role
Manages customer and vendor onboarding, portal setup, worker mobilization, training, support, renewals, collections, retention, and account engagement. Maintains CRM data, analyzes customer usage, coordinates with implementation and customer success teams, and identifies growth opportunities. The role owns elements of assigned client portfolios while improving customer satisfaction, platform adoption, renewals, and retention.
Summary Generated by Built In
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 us here
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 satisfaction. In the first 90 days, this role is expected to fully ramp on its assigned account portfolio, build working fluency across MyPass's 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 110,000.00.
* 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
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.
Skills Required
- At least 3 years of experience in customer service, customer success, or project implementation
- Experience with B2B business models and stakeholder relationships
- Ability to learn and work across multiple CRM, portal, and data platforms
- Experience managing complex customer onboarding and engagement processes
- Proficiency in CRM tools, data analysis, and communication platforms
- Strong written and verbal communication skills
- Ability to deliver product training, webinars, and business reviews
- Customer-centric problem-solving and conflict-resolution skills
- Ability to work cross-functionally with sales, marketing, and product teams
- Experience in the IT or technology industry
- Curiosity and interest in customer success practices, emerging technologies, and industry trends
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The Company
What We Do
MyPass™ is a multi-award-winning technology company that empowers workers to manage their training and competency information through a digital Skills Passport. MyPass™ is simplifying the compliance management process for organisations in highly regulated industries by removing compliance gaps. For our clients, this is about two things: reducing risk by accessing real-time compliance data, and reducing back-office costs by up to 70% through more streamlined processes. In short, we are creating a global worker credentialing platform designed to save time, and reduce risk in the workplace
