Customer Success Advocate I

RELX

. Define customer success outcomes, including retention, adoption growth, reduced at-risk accounts, stronger agency references, improved training engagement, and consistent Voice of Customer documentation .

Posted 10/27/2026full-timeManila • PhilippinesJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer success management, focusing on retention, adoption growth, and proactive customer care. Proficient in utilizing data analytics and CRM systems to enhance customer engagement and support business objectives.

Highest-signal resume keywords

Customer Success ManagementData AnalysisCRM Systems (Salesforce)Power BICommunication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer SupportRetention StrategiesProblem-SolvingTraining CoordinationAccount Monitoring

Soft Skills

EmpathyAttention to DetailProactive ApproachTime Management

Tools & Technologies

Power BISalesforceMS Office Suite (PowerPoint, Excel, Teams)AI Tools (MS Copilot)

Industry Keywords

Voice of CustomerCustomer EngagementAgency ReferencesCross-SellingBenchmarking Trends

About the role

Key responsibilities & impact

Define customer success outcomes, including retention, adoption growth, reduced at-risk accounts, stronger agency references, improved training engagement, and consistent Voice of Customer documentation
Define measurable targets and review cadences, including progress reviews, report upload comparisons, reduced cancellations, documented VOC volume, and outreach expectations
Track system usage and/or crash upload frequency for current customers, particularly agencies with 1–40 sworn officers
Identify disengaged or at-risk accounts and apply re-engagement rules, outreach attempts, and follow-up cycles
Monitor account health and usage indicators through Power BI, last-use/upload dates, and adoption signals across BuyCrash, Command Center, and other Coplogic products
Use data to identify current and anticipated customer needs and support proactive customer care after go-live
Collect and analyze customer feedback through surveys, sessions, calls, emails, and Teams meetings
Gather feedback from recently implemented agencies on sales, agreements, implementation, and launch readiness
Coordinate refresher training for current customers using Coplogic products, beginning with BuyCrash and Command Center
Validate adoption enablers, including BuyCrash link placement on agency websites
Identify benchmarking trends to support customer stories, expansion opportunities, cross-selling, RFP responses, and regional sales
Obtain agency references for sales and growth initiatives
Create and maintain a visual map of current Coplogic customers by state
Provide leadership with recurring insights on customer health, adoption trends, Voice of Customer themes, training needs, account risks, and revenue protection opportunities
Partner cross-functionally with Product, Client Engagement, Sales, Implementation, Support, and Coplogic BU leadership

Requirements

What you’ll need

Bachelor's degree holder or completed at least 2 years level in College (no back subjects/incomplete units)
2-3 years relevant experience in customer support and management, retention etc.
Strong verbal and written communication skills, with the ability to explain complex information clearly and in a customer-friendly manner
Excellent problem-solving skills with a proactive approach to resolving customer issues
Ability to handle multiple inquiries and prioritize tasks effectively
Ability to handle standard sales processes with confidence and attention to detail
Familiarity with CRM systems or customer support platforms (e.g. Salesforce)
Proficient in MS tools and applications (PowerPoint, Excel, Teams, etc.)
Familiarity with AI tools and applications (MS Copilot, etc.) to support business objectives
Customer-first mindset, with a high level of empathy and patience
Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives
Internal candidates: must be in current role for 1 year
Internal candidates: must not have received disciplinary action within the past 12 months
Internal candidates: must not have attendance and punctuality issues in the past 12 months
Internal candidates: must have a Successful or above rating in the last Enabling Performance cycle

Benefits

Comp & perks

Country specific benefits (details provided through the location-specific benefits page)