About the Role
The specialist will act as the main point of contact for customers, guiding them through onboarding, troubleshooting, and ongoing use of the platform to maximize value and retention.
Responsibilities
- Serve as primary contact for assigned customers throughout their lifecycle
- Onboard new clients efficiently and ensure smooth initial setup
- Monitor customer health metrics and proactively address risks
- Conduct regular check-ins to assess satisfaction and gather feedback
- Identify opportunities to expand product usage within accounts
- Collaborate with support and technical teams to resolve issues
- Document customer interactions and update account records
- Escalate technical problems with clear context and timelines
- Track renewal timelines and support retention efforts
- Deliver training sessions to help customers use features effectively
- Analyze usage patterns to recommend personalized improvements
- Maintain up-to-date knowledge of product updates and roadmap
- Coordinate with sales during upsell or renewal discussions
- Respond to customer inquiries within defined service level agreements
- Manage multiple accounts while maintaining high service quality
- Drive adoption by creating tailored onboarding plans
- Facilitate smooth handoffs between onboarding and ongoing support
- Report on customer success KPIs and team performance
- Advocate for customer needs internally
- Contribute to improving customer-facing processes and documentation
Nice to Have
- Experience in B2B software or technology services
- Background in onboarding complex software solutions
- Exposure to customer success automation tools
- Familiarity with agile or iterative project environments
- Additional language skills relevant to EU markets
Compensation
Competitive salary with performance-based incentives
Work Arrangement
Fully remote within EU timezones
Team
Part of a distributed customer-facing team supporting global clients
What We Offer
- Opportunity to work remotely with flexible hours within EU timezones
- Support for professional development and skill growth
- Inclusive culture that values transparency and collaboration
- Access to modern tools and resources for effective customer engagement
- Regular team syncs and virtual events to stay connected
Application Process
- Submit your resume and a brief cover message
- Shortlisted candidates will complete a screening call
- Next stage includes a role-specific scenario assessment
- Final interview with team members and hiring lead
- Reference checks and offer extended within one week of final talk
Not applicable for remote roles within EU
