Job Details

Job Summary:

We are looking for a proactive and customer-focused Customer Success Specialist to join our team. In this role, you will be responsible for building strong relationships with customers, ensuring their satisfaction, and helping them achieve success with our products or services. You will act as a trusted advisor and advocate, supporting onboarding, training, usage optimization, and long-term engagement.

Key Responsibilities:

• Serve as the primary point of contact for assigned customers after onboarding
• Develop a deep understanding of the customer’s business goals and challenges
• Guide customers through product adoption and usage to drive value and success
• Monitor customer health metrics and proactively address issues or concerns
• Support onboarding, training, and implementation processes
• Identify opportunities for upselling, renewals, or referrals and collaborate with sales when appropriate
• Gather customer feedback and advocate for product improvements based on their needs
• Collaborate with support, product, and marketing teams to resolve issues and enhance customer experience
• Maintain accurate customer records and activity logs using CRM tools
• Help build customer success resources such as FAQs, guides, and webinars

Qualifications:

• Bachelor’s degree in Business, Communications, Marketing, or related field
• 1–3 years of experience in customer success, account management, or client support
• Strong communication and interpersonal skills
• Proactive problem-solving and relationship-building abilities
• Comfortable working with data, customer metrics, and reporting tools
• Familiarity with customer success platforms and CRM tools (e.g., Salesforce, HubSpot, Gainsight, Zendesk)
• Empathy, patience, and a genuine desire to help customers succeed

Preferred Skills:

• Experience in SaaS, tech, or subscription-based businesses (if applicable)
• Knowledge of customer success frameworks (e.g., customer lifecycle, success plans, NPS)
• Project management or onboarding experience
• Bilingual or multilingual (based on region or customer base)

What We Offer:

• Competitive compensation and performance bonuses
• Health and wellness benefits
• Opportunities for career growth and development
• A collaborative and customer-centric culture
• Remote or hybrid flexibility (if applicable)

Educational Requirements:

• Bachelor’s degree in Business, Marketing, Communications, or a related field
• Additional certifications in customer success, client relations, or SaaS tools (a plus)

Experience:

• 1–3 years of experience in a customer-facing role such as Customer Success, Account Management, Client Support, or Technical Support
• Experience working in a SaaS or subscription-based business environment (preferred)
• Proven success in building strong customer relationships and driving engagement

Technical Skills:

• Proficiency with CRM tools (e.g., Salesforce, HubSpot)
• Familiarity with customer success platforms (e.g., Gainsight, ChurnZero, Totango)
• Comfortable using data dashboards, reports, and basic analytics to track customer health
• Experience with ticketing systems or support platforms (e.g., Zendesk, Freshdesk)

Soft Skills:

• Excellent verbal and written communication skills
• Strong interpersonal and relationship-building abilities
• Empathetic, patient, and solution-oriented approach
• Active listening and conflict-resolution skills
• Ability to multitask, prioritize, and manage time effectively
• Proactive mindset with a desire to help customers succeed

Other Requirements:

• Understanding of customer success metrics like NPS, CSAT, churn rate, and product adoption
• Ability to work independently and collaboratively in a fast-paced environment
• Willingness to occasionally work flexible hours based on customer time zones (if applicable)
• Bilingual or multilingual skills (a plus depending on the customer base)