Customer Success Specialist

This is a fully remote position, open to applicants in Colombia, +2 more countries.

📋 Description

• Oversee the comprehensive onboarding process for new clients, managing timelines, deliverables, and communication with stakeholders from kickoff to go-live.

• Act as the main point of contact during the onboarding phase, establishing clear expectations and proactively identifying any risks or obstacles.

• Create and maintain organized onboarding resources, project trackers, and documentation intended for client use.

• Collaborate across departments including Sales, Product, and Support to guarantee a smooth transition and a consistent client experience.

• Lead tailored training sessions and walkthroughs based on each client's specific use case and technical proficiency.

• Address technical onboarding steps tactically when necessary.

• Contribute to the ongoing enhancement of onboarding procedures, playbooks, and templates.

• Keep precise records of client interactions, milestones, and follow-ups within internal systems.

⛳️ Requirements

• A minimum of 3 years in a customer-facing position, preferably within SaaS, MarTech, or a similarly dynamic tech environment.

• At least 3 years of prior experience in managing or developing an email program.

• Outstanding written and verbal communication skills — capable of composing clear, professional emails and conducting organized, effective meetings.

• Excellent organizational abilities; adept at managing multiple clients and workstreams without oversight.

• Strong work ethic; thrives in a fast-paced and agile environment.

• Proficient and confident in using Bootcamp, Google Suite (Docs, Sheets, Slides, Calendar), and Slack as essential daily tools.

• Ability to simplify intricate concepts for non-technical audiences.

• A proactive and ownership-driven approach — you initiate follow-ups without prompting and naturally complete tasks.

• Experience working collaboratively with Sales, Product, or Support teams.

• Quick to adapt to new technologies and platforms.

🏝️ Benefits

• Remote work