Customer Success Specialist

We are seeking a proactive and customer-focused SaaS Customer Success Specialist to enhance customer satisfaction, drive product adoption, and ensure long-term retention. In this role, you will serve as the primary point of contact for customers, helping them maximize the value of our SaaS platform through onboarding, training, and ongoing support.

Key Responsibilities

Customer Relationship Management.

• Serve as the main point of contact for customer inquiries, providing prompt and professional support.
• Build strong relationships with customers, understanding their needs and challenges to proactively offer solutions.
• Conduct regular check-ins and business reviews to assess customer satisfaction and product engagement.
• Through regular customer follow-ups and Data analysis, identify customer contracts renewal needs, and additional purchase opportunities.

Customer Onboarding & Training

• Guide new customers through the onboarding process, ensuring a smooth transition to our SaaS platform.
• Conduct product training sessions (via webinars, video calls, or in-person) to enhance user adoption.
• Develop and implement customer success plans to help them achieve business goals, and improve customer experience and satisfaction.

Retention & Growth

• Monitor customer health scores and identify at-risk accounts to implement retention strategies.
• Work closely with the sales and product teams to identify upsell and cross-sell opportunities.
• Gather customer feedback and collaborate with the product team to drive feature improvements.

Technical Support & Issue Resolution

• Assist customers in troubleshooting technical issues and escalating complex cases to the appropriate teams.
• In collaboration with the technical team, ensure timely resolution of customer concerns to maintain a high level of satisfaction.
• Track customer interactions in CRM tools.

Qualifications

• Bachelor’s degree in Marketing, Communications, IT, or a related field.
• 2+ years of experience in customer success, account management, or a similar role in a SaaS or tech company.
• Strong communication and interpersonal skills with a customer-first mindset.
• Experience with CRM and customer support tools (e.g., Salesforce, Zoho CRM, Zendesk, Intercom).
• Problem-solving skills and the ability to work collaboratively with cross-functional teams.
• Basic technical knowledge of SaaS platforms, integrations, and APIs is a plus.
• Excellent written and verbal communication skills.
• Ability to work in a fast-paced, data-driven environment.