Customer Success Specialist (Contract) - Remote

Overview

The Customer Success Specialist will work with various organizations to ensure they have access to Wikimedia content, advocating for customers and helping them achieve their business goals.

In Short

• Join the Wikimedia Enterprise Operations team as a Customer Success Specialist.
• Work with technology, academic, and non-profit organizations.
• Build strong customer relationships from onboarding to renewals.
• Respond to customer requests within SLAs and SLOs.
• Track adoption and usage of APIs for accounts.
• Collaborate with Product Managers and Engineering to resolve customer issues.
• Support data-driven reporting and customer success metrics.
• Work in a remote-first organization with a diverse team.
• 40 hours per week, with some flexibility required.
• One-year contract with the possibility of extension.

Requirements

• At least 3 years of experience in customer success or technical account management.
• Excellent communication skills in English.
• Proven track record of managing customer accounts.
• Familiarity with customer success tools like Zendesk.
• Ability to collaborate across functions.
• Experience in a remote globally distributed team.
• Ability to troubleshoot technical issues.
• Understanding of the Wikimedia ecosystem is a plus.

Benefits

• Competitive and equitable salary.
• Work in a remote-first environment.
• Opportunity to contribute to knowledge equity and open access.
• Flexibility in work hours.
• Supportive team culture.