Customer Success Specialist (SaaS) (TOD) (Remote LATAM) - 49530765157

Location: Remote

As a Customer Success Specialist, you will be the primary point of contact for a portfolio of our customers. You are not just "support"; you are a strategic partner and trusted advisor. Your goal is to drive product adoption, ensure customer satisfaction, and minimize churn by helping users realize the full value of our platform.

You will guide customers from their initial onboarding through their lifecycle, proactively identifying opportunities to improve their workflow and solving pain points before they become problems.

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  Onboarding & Training: Lead new customers through the implementation process, conducting virtual training sessions to ensure they get set up for success immediately.

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  Drive Adoption: Proactively monitor customer health scores and usage data. Reach out to "at-risk" or low-usage customers to re-engage them and provide best-practice coaching.

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  Relationship Management: Build strong, long-lasting relationships with stakeholders. Act as the "voice of the customer" within our internal teams.

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  Retention & Renewals: Work to secure subscription renewals by demonstrating ongoing value. 

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  Issue Resolution: Serve as the escalation point for complex customer issues, working closely with Technical Support and Product teams to resolve challenges quickly.

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  Product Feedback: Gather user feedback and feature requests, organizing them to help shape our product roadmap.

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  Content Creation: Assist in creating help articles, video tutorials, and webinar content to scale customer education.

• Experience: 1–3 years of experience in Customer Success, Account Management, or a client-facing role, preferably within a B2B SaaS environment.

• Communication: Exceptional written and verbal communication skills. You can explain complex technical concepts to non-technical users with ease.

• Empathy: You have a genuine passion for helping people solve problems and patience when dealing with frustrated users.

• Tech-Savvy: You are comfortable learning new software quickly. Experience with CRM tools (e.g., HubSpot, Salesforce) and CS platforms (e.g., Gainsight, ChurnZero) is a plus.

• Organization: Ability to manage a high volume of accounts without letting details slip through the cracks.

• Remote Readiness: Proven ability to work independently in a remote environment with a reliable internet connection and a dedicated workspace.