Customer Success Specialist

This is a fully remote position, open to applicants in Florida.

📋 Description

• Manage the post-go-live lifecycle for assigned regional accounts to enhance user adoption and maximize platform value.

• Track account health to proactively detect low-usage patterns, friction points, and potential churn risks.

• Discover expansion opportunities by facilitating customer scaling across new workflows and internal teams.

• Collaborate with Sales and Account Management by sharing updates on client health, risks, and growth indicators.

• Conduct post-onboarding training sessions, advanced product refreshers, and workshops focused on best practices.

• Ensure a seamless transition from initial onboarding to sustained customer success.

• Contribute to user documentation, training materials, and self-service content.

• Serve as the primary point of contact for customers regarding complex, high-priority, or post-go-live technical issues.

• Coordinate with Operations, Product, Engineering, and PMO to establish resolution paths.

• Provide timely and clear updates to customers during significant requests and critical escalations.

• Promote adoption and enhance customer experience without holding commercial quotas or contracts.

• Convert customer insights and product feature gaps into well-structured feedback for Product and Operations teams.

⛳️ Requirements

• Minimum of 2 years of experience in Customer Success, Customer Experience, Account Management, Solution Consulting, Implementation, or a high-impact customer-facing role.

• Significant experience with B2B SaaS, logistics technology, freight forwarding, marketplaces, or supply chain solutions.

• Experience in managing enterprise, mid-market, or strategic customers.

• Strong comprehension of the post-go-live customer lifecycle, encompassing adoption, enablement, customer health, retention, and value realization.

• Capacity to identify churn risks, adoption gaps, and customer experience challenges at an early stage.

• Excellent communication, stakeholder management, and problem-solving capabilities.

• Ability to collaborate effectively across functions with Sales, Account Management, Product, and Operations.

• Comfortable establishing structure within a fast-paced environment where ownership may not always be clearly delineated.

• Strong focus on documentation and process development.

• Proficient verbal and written communication skills in English.

• Experience working with customers across different time zones.

• Proficiency in Spanish is a significant advantage.

• Preferred: experience in freight forwarding, logistics, air freight, ocean freight, procurement, rate management, or digital freight platforms.

• Preferred: familiarity with Salesforce, Zoho, Jira, Confluence, support tools, or knowledge base systems.

• Preferred: ability to grasp technical subjects such as APIs, integrations, platform configurations, or customer workflows at a business level.

🏝️ Benefits

• Paid Holidays

• Unlimited Paid Time Off

• 100% Company-paid Health Insurance

• 401K enrollment eligibility after 90 days

• Company match available after one year of employment