This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Success Specialist based in United States. This role manages a portfolio of SaaS customers across onboarding, adoption, engagement, and renewal. You will serve as a trusted day-to-day contact, helping customers realize measurable and continued value from the platform. The position combines relationship management, customer education, problem-solving, and proactive account health monitoring. You will deliver onboarding and training, translate product capabilities into practical workflows, and recommend relevant features and best practices. You will collaborate closely with Sales, Support, Implementation, Product, and other internal teams to create a seamless customer experience. The role also provides an opportunity to influence product improvements by bringing customer feedback and usage insights back to internal stakeholders. This is a fully remote opportunity suited to an organized, customer-focused professional who thrives in a collaborative SaaS environment. Accountabilities - Manage a portfolio of customer accounts throughout onboarding, adoption, engagement, and renewal while developing strong day-to-day relationships with key contacts. - Serve as the primary point of contact for assigned customers, answering routine questions and resolving common issues directly. - Triage customer requests, escalate complex issues to the appropriate internal teams, and follow through until resolution. - Monitor customer health, product usage, and engagement levels to identify opportunities and potential risks early. - Partner with Account Managers on renewal activities and support strategies designed to strengthen retention and reduce churn. - Deliver product onboarding and training in accordance with customer service-level agreements.
- Help customers incorporate the platform into their daily workflows by sharing best practices, tailored recommendations, and practical guidance. - Translate customer pain points into relevant product recommendations and demonstrate how new features can address their needs. - Coordinate with Implementation teams to ensure smooth transitions from implementation into ongoing customer success. - Gather customer feedback, usage trends, and recurring needs and communicate meaningful insights to Product, Support, and other internal teams. - Advocate for the customer perspective in internal discussions and account planning. - Identify potential expansion and upsell opportunities and connect customers with the appropriate Sales contact. - Maintain accurate customer records, activity notes, health information, and account data in CRM and customer success platforms. - Follow established customer success playbooks while contributing ideas that improve processes, workflows, and the overall customer experience. - Coordinate across Sales, Support, and Implementation to ensure account information, responsibilities, and next steps remain aligned. Requirements - Bachelor's degree in Education, Communication, Business Administration, or a related field, or an equivalent combination of education and relevant experience. - 2–4 years of experience in customer success, account management, customer support, or a comparable customer-facing role supporting SaaS products. - Strong communication and relationship-building abilities, with confidence working across customers and multiple internal teams. - Excellent organization and time-management skills, with the ability to manage multiple accounts, priorities, and deadlines simultaneously. - Strong problem-solving abilities and sound judgment regarding when to resolve customer issues independently and when to involve specialized internal resources. - Demonstrated ability to connect customer goals and challenges with broader business opportunities through strategic thinking and cross-functional collaboration.
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