SaaS Customer Success Specialist

Job description

We are seeking an enthusiastic and highly organized SpendHound Customer Success Specialist to join our team. As a Customer Success Specialist, you will play a crucial role in ensuring our customers achieve maximum value from the SpendHound platform. Your primary focus will be to engage with customers, guide them through important platform activities, and ensure their ongoing success with our solutions. In this role, you’ll gain experience in: - Customer Engagement and Platform Adoption: After a customer is onboarded, you will take charge of their ongoing success, becoming the main point of contact. Your goal is to build and maintain strong relationships with your customers, ensuring they are actively using the platform, updating critical data like app renewal dates, and consistently adopting key features. - Proactive Problem Solving: You will proactively address customer issues and roadblocks, helping them overcome challenges in using the platform. This involves anticipating customer needs, offering guidance on best practices, and turning satisfied customers into promoters of SpendHound. - Driving Customer Outcomes: You will focus on ensuring that customers update their App Catalog with crucial details, including assigning app owners, tagging vendors, and maintaining accurate renewal dates. Your efforts will directly contribute to the customer’s ability to manage their vendor relationships effectively and receive timely renewal reminders. You are likely to succeed if: - You’re proactive in addressing customer needs: You actively address stakeholder changes, offer guidance on platform usage, and keep a close eye on risks and opportunities within your customer accounts. You don’t wait for issues to escalate; instead, you tackle them as they appear, ensuring your customers are always on the path to success. - You’re comfortable driving customer outcomes: You will regularly interact with stakeholders at your customers' organizations, ensuring they are fully leveraging the platform. Being confident in discussing strategic elements and providing actionable advice is crucial for building trust and fostering strong relationships. - You enjoy collaborating with large, cross-functional teams: As a Customer Success Specialist, you will work closely with various internal teams, including product development, data engineering, and renewal experts. Your ability to collaborate effectively with these teams will be key to delivering a fantastic customer experience. - You thrive in a fast-paced environment: Our industry moves quickly, and customer engagement is critical. As such, you must thrive in a fast-paced environment, be able to prioritize tasks efficiently, and meet deadlines to ensure customers are always progressing towards their goals. - You’re extremely organized: With numerous customers at various stages of engagement, staying organized is vital. You should be skilled in managing multiple customer relationships simultaneously, ensuring each customer receives the attention and support they need to succeed. At a glance, we are looking for folks with… - 3+ years of relevant Customer Success experience - Near-native to Native English skills - Availability to work US East Coast hours (approximately 9am - 5pm EST) - Experience interacting with customers over the phone and Zoom - Eagerness to scale with a growing company, managing a dozen customers and growing to manage 100+ - Attention to detail, as you will be responsible for ensuring customers are correctly utilizing the platform. - Tech-savviness or a willingness to learn tech skills - Being based in Colombia is a MUST. Benefits: - Fully remote from Colombia - $75.00 monthly heath an wellness stipend - Company Macbook - Annual Team Meetup in Medellin Colombia We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal-opportunity employer.