Customer Success Specialist - Remote

Overview

We are looking for a Customer Success Specialist to support our Customer Success organization and drive customer education. 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 resources, including help center content, training materials, and self-service support documentation.

This is a high-impact, hands-on role where you'll play a critical part in customer success by ensuring customers have the resources, knowledge, and support they need to fully leverage our platform.

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 content is up-to-date and aligned with customer needs.

Requirements

• Experience in customer success or customer support roles.
• Strong communication skills, both written and verbal.
• Proficiency in using support tools, preferably Zendesk.
• Ability to analyze customer feedback and identify trends.
• Experience in creating training materials and educational content.
• Strong organizational skills and attention to detail.
• Ability to work collaboratively across teams.

Benefits

• Competitive salary and benefits package.
• Opportunities for professional development and career growth.
• Work in a dynamic and supportive team environment.
• Flexible work arrangements.
• Access to resources and tools to support your work.