Customer Success Specialist – CET Shift

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

📋 Description

• Facilitate customer onboarding and success discussions, assisting teams in setting up and realizing the value of iClosed.

• Reach out to accounts that have been canceled or are at risk, identify underlying issues, and strive for effective resolutions.

• Proactively follow up on failed and overdue payments to prevent unnecessary account disruptions.

• Guide customers through inquiries regarding their plans, potential expansions, and add-ons like Multi-Booking.

• Recognize recurring obstacles and collaborate with Support and Billing teams.

• Ensure that all customer follow-ups are progressing smoothly.

• Keep precise account notes to ensure continuity for the next representative.

• Assist new customers in experiencing significant value from iClosed at an early stage.

• Make certain that at-risk and canceled accounts receive prompt, considerate responses and a clear path forward.

• Support customers in utilizing plans and add-ons that align with their sales processes.

⛳️ Requirements

• Minimum of two years of experience in SaaS Customer Success, Account Management, or a similar customer-facing position.

• Comfortable on live calls, with fluent and natural English skills, both written and spoken.

• Able to engage in challenging conversations regarding churn, pricing, unmet expectations, or overdue payments.

• Capable of grasping new software workflows, asking insightful questions, and articulating the next steps without overwhelming clients with technical jargon.

• Possess commercial awareness coupled with sound judgment: focused on retaining and expanding accounts rather than pressuring customers.

• Strong commitment to following through on customer obligations.

• Experience with high-ticket sales funnels, sales operations, booking systems, or sales teams.

• Familiar with CRM tools and automation platforms, including HubSpot, Close, Pipedrive, Zapier, Make, and Stripe.

• Proven experience in conducting onboarding demonstrations or developing retention strategies.

• Proficiency in French is an advantage.

• Must be available for full shifts during CET hours.

• A short 2–3 minute Loom video is required as part of the application process.

🏝️ Benefits

• A fully remote position with a flexible working atmosphere.

• Performance-based bonuses.

• Opportunities for professional growth.

• Competitive salary.

• Potential for long-term collaboration.