We are looking for a proactive Customer Success Specialist to help onboard new clients, provide platform training, and ensure a seamless user experience. You will play a key role in driving platform adoption, assisting clients with setup, and offering low-level technical support. Additionally, you will track customer engagement, identify areas for improvement, and contribute to refining the overall user journey.
Responsibilities:
* Guide new clients through the platform setup process and deliver Super User training.
* Ensure strong platform adoption among both new and existing users.
* Develop a deep understanding of customer workflows and advise on best practices.
* Analyze customer usage data to identify opportunities for engagement and flag customers at risk of churn.
* Identify and escalate recurring technical issues that impact the user experience or sales process.
* Build relationships with engaged users to create referrals and case studies.
* Provide basic technical support to existing clients.
Required Skills & Experience:
* Previous experience in a technical support, sales, or customer success role, ideally in a SaaS business.
* Strong IT literacy and ability to learn new software quickly.
* Excellent communication skills, with the ability to empathize with clients and explain technical concepts clearly.
* Experience or knowledge of the legal or accountancy sector (preferred but not essential).
* Professional and well-presented, with strong verbal and written English skills.
* Willingness to take on varied responsibilities as the team continues to grow.