Customer Success Specialist (SaaS)

TL;DR

Customer Success Specialist (SaaS): Supporting the adoption and scaling of the ProtectAdvisr digital product with an accent on onboarding, customer enablement, and feedback synthesis. Focus on bridging the gap between users and the product team to drive product improvements and long-term customer value.

Location: Remote (US). U.S. citizenship is required. Travel is expected for onboarding (approx. 5 days/month) and quarterly visits to CT or RI.

Salary: $61,400 – $92,100 USD

Company

An AEC consulting firm that develops digital tools supporting safety, operations, and emergency management for healthcare, industrial, and commercial clients.

What you will do

• Guide customers through setup, configuration, training, and early adoption of ProtectAdvisr.
• Provide structured engagement through regular outreach, focus groups, virtual trainings, and webinars.
• Manage customer configuration and provide direct product support for key clients and escalated issues.
• Gather and synthesize customer feedback into actionable insights for the product development team.
• Collaborate with Digital, SME, and Business Development teams to support product demos and internal enablement.
• Help define and improve customer success processes as the digital product portfolio scales.

Requirements

• U.S. citizenship (strictly required).
• Strong communication and relationship-building skills for both technical and non-technical audiences.
• Ability to work independently and manage multiple priorities in a growing environment.
• Proactive approach to problem-solving and a willingness to learn new tools and workflows.
• Ability to synthesize complex conversations into clear takeaways and next steps.

Nice to have

• Experience with SaaS or digital products.
• Exposure to onboarding, customer lifecycle management, or renewals.

Culture & Benefits

• Collaborative environment working across cross-functional teams.
• Opportunity to influence product direction through real-world feedback.
• Competitive total rewards package including a retirement plan and healthcare coverage.
• Culture of trust, integrity, and professional growth with Global Employee Networks.