Our client is a fast-growing global software company providing connected solutions for modern product sellers. Their platform helps businesses manage inventory, automate workflows, and sell across multiple channels with confidence and scale.
What we’re looking for:
We are seeking a Customer Success Specialist to join a global team supporting over 4,000 SMB customers. The ideal candidate will be detail-oriented, process-driven, and thrive in a fast-paced SaaS environment. This person will manage customer queues, execute digital playbooks, and ensure accurate and timely communication with customers.
You will work closely with Customer Success Managers and Specialists across multiple regions, leveraging tools such as ChurnZero, Zendesk, Salesforce, and other systems to streamline workflows and deliver a consistent, high-quality customer experience.
Responsibilities:
● Customer Queue Management: Manage inbound customer requests (via Zendesk, email, chat, or ChurnZero), ensuring timely routing and resolution of tickets and tasks.
● Administrative Support: Provide operational support to Customer Success Managers, including account updates, activity tracking, scheduling follow-ups, and logging actions in Salesforce or ChurnZero.
● Playbook Execution: un digital playbooks to support health checks, renewals, billing reviews, and engagement campaigns.
● Monitoring and Reporting: Track dashboards and reports, flagging risks, churn indicators, or customer activity trends to the Success team.
● Customer Communication: Handle administrative or low-touch customer interactions, such as billing clarifications, data corrections, and status updates.
● Retention Support: Assist in retention and renewal efforts through data accuracy, proactive task completion, and efficient case management.
● Process Improvement: Identify and suggest process enhancements that improve efficiency, accuracy, and the overall customer experience.
● Cross-Functional Collaboration: Work closely with Operations, Support, and Customer Success leadership to ensure a seamless experience for customers.
Required:
● 1–3 years of experience in a customer-facing or operational support role in a SaaS environment (mandatory)
● Familiarity with CRM, ticketing, or success tools such as Zendesk, Salesforce, ChurnZero, Gainsight, or similar.
● Excellent organizational and time management skills, with the ability to handle high-volume workloads.
● Strong attention to detail and follow-through.
● Excellent written communication skills for clear, professional customer correspondence.
● Analytical mindset and comfort using dashboards, spreadsheets, or reporting tools.
● Positive, proactive, and dependable — with a strong sense of ownership.
● Curiosity and adaptability to work with AI and automation tools.
● Bachelor’s degree or equivalent professional experience.
● English Level: Fluent (C1/C2) is mandatory.
Nice to have:
● Previous experience in Customer Success, Account Management, or similar roles in SaaS environments.
● Basic knowledge of process automation or workflow tools.
● Exposure to data analytics or reporting platforms.
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