Customer Success Specialist

Job Description

We're looking for a detail-oriented, people-first Customer Success Specialist to own the onboarding experience for new clients. This role sits at the intersection of relationship management, project coordination, and product enablement, and is ideal for someone who thrives on structure, clear communication, and helping others succeed.

 What You'll Do

• Lead end-to-end onboarding for new clients, managing timelines, deliverables, and stakeholder communication from kickoff through go-live
• Serve as the primary point of contact during the onboarding phase, setting clear expectations and proactively surfacing risks or blockers
• Build and maintain organized onboarding materials, project trackers, and client-facing documentation
• Coordinate cross-functionally with Sales, Product, and Support to ensure a seamless handoff and consistent client experience
• Facilitate training sessions and walkthroughs tailored to each client's use case and technical comfort level
• Tactically take care of the technical onboarding steps when appropriate
• Contribute to the continuous improvement of onboarding processes, playbooks, and templates
• Maintain accurate records of client interactions, milestones, and follow-ups in internal systems

Requirements

• 3+ years in a customer-facing role, ideally in SaaS, MarTech, or a similarly fast-paced tech environment
• 3+ years of previous experience in running or building an email program
• Exceptional written and verbal communication — you write clear, professional emails and run tidy, productive meetings
• Strong organizational skills; you juggle multiple clients and workstreams without dropping a ball
• Strong work ethic; comfortable working in a nimble, fast paced environment.
• Comfortable and confident working in Bootcamp, Google Suite (Docs, Sheets, Slides, Calendar), and Slack as core day-to-day tools
• Ability to simplify complex concepts for non-technical audiences
• A proactive, ownership-oriented mindset — you follow up without being asked and close loops naturally
• Experience working cross-functionally with Sales, Product, or Support teams
• Able to quickly ramp on new technologies & platforms

Benefits

- Remote work