Job description

About Penbrothers

Penbrothers is an HR & remote talent management partner and one of the fastest growing companies in the Philippines. We provide talented Filipinos with global opportunities in high-growth startups and dynamic companies, from the comfort of their own homes.

About the Client

Our client is a leading B2B SaaS provider for the self-storage industry, serving clients in over 30 countries. They specialize in automating operations for self-storage businesses, including bookings, payments, and inventory management. Their customizable platform helps businesses streamline operations, improve efficiency, and enhance the customer experience. Operating remotely, their global team delivers flexible, results-driven solutions to help clients scale and succeed.

About the Role

Our client is seeking a motivated and experienced Senior Customer Success Manager to join their global team. In this role, you will be responsible for driving the success of their existing clients, helping them grow their businesses and solve problems through their platform. As part of a dynamic Customer Success team, you will collaborate with team members across different time zones and work closely with other departments to ensure clients are receiving the best possible service.

What You’ll Do

Lead product demos via webcam for potential customers.
Manage onboarding calls and training sessions for new clients.
Handle customer support tickets and inquiries with professionalism and empathy.
Maintain expert-level knowledge of the platform to address customer questions effectively.
Troubleshoot and provide creative, efficient solutions to customer problems, often requiring custom approaches.
Test new features, reproduce bugs, and collaborate with the product team to improve the software.
Contribute to creating and improving help articles and training materials.
Identify and implement improvements to the customer support process.
Provide insights to leadership and the product team to enhance software features and business operations.