Customer Journey Specialist (SaaS)

TL;DR

Customer Journey Specialist (SaaS): Engaging with trial users and existing customers to help them derive value from the platform quickly with an accent on building relationships and guiding users through key setup steps. Focus on capturing feedback, monitoring engagement, and collaborating across teams to enhance customer success.

Location: Remote (Americas)

Salary: $72,000 base + $18,000 variable = $90,000 OTE

Company

hirify.global is a platform that helps over 8,000 companies send billions of automated communications daily.

What you will do

• Engage with trial users to understand their goals and guide them through setup.
• Capture feedback to inform team strategies and improve product offerings.
• Help customers achieve their success milestones with practical advice.
• Identify and support growing accounts to enhance customer satisfaction.
• Collaborate with various teams to ensure a smooth transition from trial to paid users.
• Monitor user engagement and tailor outreach based on data insights.

Requirements

• 1+ years in a customer-facing SaaS role.
• Proven relationship-building skills and understanding of customer needs.
• Experience with CRM and engagement tools.
• Strong written and verbal communication skills.
• Proactive mindset focused on driving measurable impact.

Nice to have

• Experience with SMB or Mid-Market customers.
• Familiarity with customer lifecycle metrics.
• Exposure to marketing automation platforms.
• Fluency in additional languages like Spanish or French.

Culture & Benefits

• Inclusive benefits package with 100% coverage of health insurance.
• 16 weeks paid parental leave and unlimited PTO.
• Stipends for remote work and wellness.
• Professional development budget for growth opportunities.

Hiring process

• 30-minute Zoom call with Recruiter.
• 30-minute Zoom call with Hiring Manager.
• 45-minute Homework Review Call with Team.