Customer Success Specialist

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

📋 Description

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

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

• Discover opportunities for expansion by assisting customers in scaling usage across new workflows and internal teams.

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

• Facilitate post-onboarding training sessions, advanced product refreshers, and best-practice workshops.

• Ensure a seamless transition from initial onboarding to long-term customer success.

• Contribute to user documentation, training manuals, and self-service resources.

• Serve as the primary customer liaison for complex, high-priority, or post-go-live technical challenges.

• Work with Operations, Product, Engineering, and PMO to establish resolution pathways.

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

• Support user adoption and enhance customer experience without managing commercial quotas or contract responsibilities.

• Convert customer insights and product feature deficiencies into structured feedback for the Product and Operations teams.

⛳️ Requirements

• A minimum of 2 years of experience in Customer Success, Customer Experience, Account Management, Solution Consulting, Implementation, or another impactful customer-facing role.

• Extensive experience in B2B SaaS, logistics technology, freight forwarding, marketplaces, or supply chain solutions.

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

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

• Capability to identify churn risks, adoption gaps, and customer experience challenges early on.

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

• Proficient in working cross-functionally with Sales, Account Management, Product, and Operations.

• Comfortable establishing structure in a fast-paced environment where ownership may not always be distinctly defined.

• Possess a strong documentation and process-oriented mindset.

• Exceptional verbal and written communication skills in English.

• Experience engaging with customers across various time zones.

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

• Familiarity with Salesforce, Zoho, Jira, Confluence, support tools, or knowledge base systems is preferred.

• Understanding of APIs, integrations, platform configurations, or customer workflows at a business level is a plus.

• Proficiency in relevant regional languages such as Hindi, Chinese, or Korean is highly advantageous.

🏝️ Benefits

• Experience the flexibility of remote work while engaging with a dynamic and supportive team.

• Annual training budget dedicated to personal and professional growth.

• Equity incentive grants that vest over time.

• Health and accident insurance coverage.

• Join a multicultural global team with opportunities to gain new insights.

• Office located at Baashyaam Willow Square, Guindy, Chennai, with convenient access to metro and railway stations.