Customer Success Specialist

Job description

**Who are we?** MyPass Global is a multi-award-winning workforce compliance software company. Our cutting-edge technology helps companies in high-stakes industries reduce risk, save up to 70% on back-office costs, and create safer work environments through our digital workforce solutions. As we rapidly expand with offices worldwide, we are seeking the next generation of innovative MyPassers to join us in shaping the future of our industry. Read more about us [here](https://en-us.mypassglobal.com/about-us) **Position Purpose Statement** The Customer Success Specialist (CSS) ensure a seamless customer onboarding process through proactive communication, problem solving, and collaboration. This role manages a delegated account portfolio to support the Customer Success Managers in delivering day-to-day service to customers — setting up customer portals, mobilising workers, and ensuring customer satisfaction. In the first 90 days, this role is expected to fully ramp on its assigned account portfolio, build working fluency across MyPass's core platform and internal systems, and begin independently managing onboarding, renewals, and retention activity for its owner clients. Longer term, the role manages renewals and retention for long-term success, identifies growth opportunities, cultivates client relationships, and increases platform usage. ### Your Day-to-Day - Manages efficient customer and vendor onboarding, including portal setup, billing, and issue resolution. - Ensures portal functionality and worker mobilisation. - Provides prompt support for onboarding, features, and functionality queries. - Communicates regularly with clients to promote platform use and educates them on features. - Conducts training sessions. - Manages renewals, collections, and retention strategies. - Drives customer advocacy and lead generation, supporting GPI initiatives. - Maintains CRM data and analyses engagement for targeted marketing. - Assists the Implementation Team with vendor onboarding and communicates NPS feedback. - Coordinates with the Lead Customer Success Manager to align onboarding with customer needs. - Takes ownership of certain owner clients' onboarding, engagement, renewal, and retention. - Supports Customer Success Managers on project management, building toward broader customer success capability. ### Our Ideal MyPasser: - At least 3 years of experience in a customer service, customer success, or project implementation role, ideally within a B2B or SaaS/tech environment. - Strong exposure to B2B business models and stakeholder relationships. - Systems agnostic — comfortable learning and working across multiple CRM, portal, and data platforms. - Exposure to the IT or technology industry is highly regarded, though not essential. - Demonstrated ability to manage complex customer onboarding and engagement processes. - Proficiency in CRM tools, data analysis, and communication platforms. - Exceptional written and verbal communication skills, with the ability to build strong relationships and influence key stakeholders. - Ability to deliver engaging product training, webinars, and business reviews, ensuring customers maximise value from the platform. - A proactive, customer-centric mindset with strong problem-solving and conflict resolution skills. - Adaptability to work cross-functionally with sales, marketing, and product teams to enhance customer experience and drive growth. - Strong curiosity and eagerness to stay updated with customer success best practices, emerging technologies, and industry trends. ### Measures of Success - Owner client portfolio onboarded within agreed SLA timeframes. - Renewal and retention targets met for the assigned account portfolio. - Customer satisfaction (CSAT/NPS) scores maintained or improved across the portfolio. - Platform usage/engagement increased across managed accounts.