Customer Success Specialist (Saas)

TL;DR

Customer Success Specialist (SaaS): Supporting customers throughout their journey, including onboarding, troubleshooting issues, and enhancing user engagement with the product with an accent on communication using Intercom, documentation of conversations, and feedback analysis. Focus on collaborating within a remote team across Europe, solving problems, and helping users get real value from the product.

Location: Fully remote, mainly across Europe

Company

hirify.global is supporting a B2B SaaS company in hiring a Customer Success Specialist, which builds a cloud-based platform used by marketing, operations and commercial teams across Europe to manage and optimise their daily workflows.

What you will do

• Support customers throughout their journey with the product.
• Onboard new customers, answer questions, troubleshoot issues and help users understand how to use the platform effectively.
• Track conversations, feedback and trends in Intercom.
• Work closely with Sales and Product teams to ensure smooth handovers.
• Surface recurring issues and contribute to improvements in onboarding flows, documentation and help content.

Requirements

• A couple of years experience in customer-facing roles (CS, support, account management or similar).
• Strong communication skills and a service-minded approach.
• Comfortable working with digital tools and systems.
• Structured and reliable, but flexible when needed.
• Enjoys working in a remote, collaborative team.

Nice to have

• Experience working with Intercom.
• Experience from SaaS or tech companies.

Culture & Benefits

• Fully remote, mainly across Europe.
• Global employment and payroll setup, enabling hiring across multiple countries.
• Close collaboration with Sales, Product and Support teams.

Hiring process

• Apply via hirify.global and share a few lines about your experience working with customers.