B2B SaaS - PLG Customer Success Specialist

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About the Role

Customer Success Specialist (PLG-focused)

You’ll play a critical role in ensuring our self-serve and PLG customers achieve maximum value, stay engaged, and grow with us.

Key Responsibilities

• Drive

  automated email campaigns & lifecycle communications

  to onboard, engage, and retain customers.
• Build and optimize

  customer success workflows / automation journeys

  (onboarding, adoption, renewals, churn prevention).
• Identify upsell and cross-sell opportunities through usage patterns and engagement data.
• Reduce churn by proactively monitoring customer health and usage signals.
• Collaborate with product, marketing, and sales to enhance the customer journey.
• Analyze campaign performance and continuously optimize for growth outcomes.
• Be the voice of the customer internally, sharing feedback to improve product adoption.

Skills & Qualifications

• 1+ years in

  Customer Success / Growth / Retention

  roles, ideally in SaaS (PLG experience preferred).
• Strong knowledge of

  automated CS tools

  (Customer.io, HubSpot, Intercom, Gainsight, or similar).
• Experience in

  email lifecycle marketing, onboarding automation, and customer workflows

  .
• Proven ability in

  upselling/cross-selling

  in a PLG motion.
• Excellent communication skills with a customer-first mindset.
• Analytical and data-driven; comfortable working with metrics like NRR, churn, adoption rates.

Why Join Us?

• Be part of a

  fast-growing SaaS company

  driving PLG excellence.
• Opportunity to build and scale customer success automation from the ground up.
• Collaborative, remote-friendly culture with ownership and growth opportunities.