Customer Success Specialist

Job description

Essential Job Functions: - Meet defined SLAs for all support inquiries during business hours. - Perform live troubleshooting or white-glove onboarding assistance as needed. - Maintain and grow client and internal facing help content including FAQs, how-to guides, and release summaries in collaboration with product. - Design and produce instructional and feature walkthrough videos to reduce repetitive support requests and empower self-service. - Proactively monitor client engagement and identify opportunities to drive adoption and reduce friction. - Collect, organize, and synthesize feedback and bring forward product improvement suggestions backed by real data. - Manage a running log of recurring issues and work with product to close systemic gaps. - Support demo and UAT environment prep so sales and implementation teams are always equipped. - Track and report on support metrics and client health on a regular cadence. - Other duties as assigned Other Skills & Abilities: - Experience supporting a SaaS or technology platform preferred - Familiarity with support and ticketing tools such as Jira or similar platforms - Strong written and verbal communication skills - Comfortable navigati...