Customer Success & Enablement Specialist - Remote

Overview

We are looking for a Customer Success & Enablement Specialist to support our Customer Success organization and drive customer education and enablement. This role will provide tactical support to our CS leads for high-value accounts while also overseeing a portfolio of low-touch customers. Additionally, you will help scale our customer education efforts by developing and managing enablement resources, including help center content, training materials, and self-service support documentation.

In Short

• Provide ongoing tactical support to CS leads for high-touch customers.
• Respond to customer inquiries and support tickets via email and Zendesk, ensuring timely and high-quality responses.
• Track and document customer feedback, trends, and common pain points to inform internal teams.
• Triage and escalate product issues and bugs to the Product team, ensuring clear documentation and follow-through.
• Identify upsell opportunities for low-touch customers and proactively flag them.
• Oversee low-touch customers to ensure retention and satisfaction.
• Create, maintain, and enhance written and video-based help center content, FAQs, and self-service resources.
• Support the development of curriculum and training materials for LMS (Learning Management System).
• Build onboarding and training collateral tailored to different customer segments.
• Collaborate with CS, Product, and Marketing teams to ensure enablement content is up-to-date and aligned with customer needs.

Requirements

• Experience in customer success or customer support roles.
• Strong communication and interpersonal skills.
• Ability to manage multiple priorities and tasks effectively.
• Proficiency with customer support tools, preferably Zendesk.
• Experience in creating educational content and training materials.
• Analytical mindset to track customer feedback and trends.
• Collaborative team player with a proactive approach.

Benefits

• Opportunity to work remotely.
• Access to professional development resources.
• Collaborative and supportive team environment.
• Flexible working hours.
• Health and wellness benefits.