Customer Success Specialist

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

📋 Description

• Oversee the comprehensive onboarding process for new clients, ensuring effective management of timelines, deliverables, and communication with stakeholders from initiation to go-live.

• Act as the main contact during the onboarding period, establishing clear expectations and actively identifying potential risks or obstacles.

• Develop and maintain well-organized onboarding materials, project tracking systems, and documentation intended for client use.

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

• Conduct training sessions and walkthroughs customized to each client's specific use case and technical proficiency.

• Manage the technical aspects of onboarding as needed.

• Participate in the ongoing enhancement of onboarding processes, playbooks, and templates.

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

⛳️ Requirements

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

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

• Outstanding written and verbal communication skills; you produce clear, professional emails and lead organized, effective meetings.

• Excellent organizational abilities; you efficiently manage multiple clients and projects without oversight.

• A strong work ethic; you thrive in a fast-paced, agile environment.

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

• Capability to distill complex ideas for audiences without technical backgrounds.

• A proactive and ownership-driven approach — you follow up independently and naturally complete tasks.

• Experience collaborating across functions with Sales, Product, or Support teams.

• Ability to quickly become proficient in new technologies and platforms.

🏝️ Benefits

• Remote work