Customer Success Specialist

TL;DR

Customer Success Specialist (SaaS): Managing relationships with customers, ensuring their adoption, satisfaction, and retention with an accent on system functions, features, and ROI. Focus on strategic advising for clients, gathering feedback for product improvement, and identifying upsell opportunities.

Location: Must be based in the New York area.

Salary: $70,000 – $90,000. Actual compensation may vary depending on factors such as location, experience, qualifications, and other business considerations.

Company

hirify.global prioritizes people, fostering a relaxed yet dynamic atmosphere with an international team.

What you will do

• Be a strategic advisor for clients, continuously driving product value and ROI.
• Lead regular account reviews with clients to ensure proper system usage and maintain communication on updates.
• Gather client feedback to help prioritize projects and shape product roadmap.
• Anticipate and monitor dissatisfied accounts and ensure problems/issues are dealt with swiftly and appropriately.
• Identify opportunities for upsell and cross-sell and nurture them through to handover to the sales team.
• Complete all client follow-up training and adoption activities as well as system updates and changes.

Requirements

• Bachelor’s degree or equivalent experience in business, or related field.
• Minimum 2 years previous experience in Customer Success or On-boarding.
• Ability to perform within a fast-paced, multi priority setting.
• Customer-first mentality; ability to empathize and build customer loyalty.
• Strong technical aptitude and ability to learn new technologies quickly.
• Excellent time management and communication skills.

Nice to have

• Experience working in the Fashion, Luxury or Beauty industry.
• Exposure to global customers and an understanding of international markets is desirable.
• Previous experience with technical integrations preferred.
• Experience with delivering on-site training and webinars and/or pre-sales demonstrations strongly preferred.

Culture & Benefits

• Autonomy empowers team members, allowing them to make a substantial difference.
• Access to growth and advancement possibilities.
• Learning and development allowance.
• Benefits package tailored to each location.
• Flexible work arrangements, along with support for establishing your home office and other perks.

Hiring process

• Intro Call
• Meet & Greet
• Skills Assessment
• Culture Fit Interview
• Leadership Interview