Customer Success Specialist

We are looking for a Customer Success & Implementation Specialist who can support customers across their full lifecycle - from onboarding and implementation to ongoing support, training, documentation, and light sales assistance. This is a customer-facing role that requires strong communication, technical understanding, and the confidence to deliver demos and training sessions.

Role Overview

The Customer Success Specialist will guide new customers through onboarding and provide ongoing support. You’ll work closely with our support, product, and development teams to ensure customers have a smooth experience from start to finish.

This is a customer-facing role with a mix of sales, onboarding, technical support coordination, relationship management, and training.

Key Responsibilities

Onboarding, Implementation & Training (40%)

• Lead onboarding calls and guide new customers
• Assist with template configuration, workflow setup, permission structures, and best

practices.

• Build or help configure simple templates, workflows, or document automations as needed.
• Track onboarding milestones and ensure timely customer progress.

Customer Success & Account Management (25–30%)

• Serve as the primary point of contact for assigned customers.
• Understand each customer’s goals and ensure adoption of features.
• Conduct check-ins to monitor account health, usage, and satisfaction.
• Encourage usage of new features or workflow improvements.
• Support renewal conversations with account insights and status updates.

Customer Support & Troubleshooting (20%)

• Triage and respond to Freshdesk support tickets.
• Troubleshoot issues related to templates, workflows, permissions, or integrations.
• Collect detailed information and escalate technical issues when appropriate.
• Identify recurring issues and update documentation.

Training & Documentation (10%)

• Create and update user guides, knowledge base articles, and training videos.
• Deliver scheduled or on-demand training sessions via Microsoft Teams
• Provide internal documentation for workflows, issues, and product updates.
• Maintain CRM with notes, updated customer info, calls, etc.

Sales Support – Demos, Renewals & Expansion (5–10%)

• Conduct live demos for prospective customers.
• Follow a structured demo flow and clearly explain benefits and workflows.
• Answer basic technical questions and handle common objections.
• Identify upsell opportunities such as additional user licenses or feature upgrades.
• Log leads in the CRM and follow up with prospects as needed.
• Relay qualified opportunities to the sales team for further follow-up.
• Maintain updated demo materials as new features are released.

Qualifications

Required

• Based in India and able to work U.S. business hours.
• Strong English fluency (spoken and written).
• Excellent communication and customer service skills.
• Experience in Customer Success, Sales, Implementation, or Technical Support.
• Familiarity with SaaS platforms, web applications, or integrations.
• Familiarity with MS Office Suite, HubSpot, FreshDesk, Slack, etc
• Strong attention to detail and ability to follow structured processes
• Highly organized with strong documentation habits and attention to detail.

Preferred

• Experience with document automation, workflow tools, or project management systems.
• Prior experience in Customer Success, Implementation, or Technical Support.
• Basic understanding of workflow automation, cloud permissions, or template logic.
• Exposure to Blackbaud (FENXT, RENXT, CRM) or other similar platforms.
• Experience working with U.S.-based clients and/or in a B2B SaaS environment.

What Success Looks Like

• Customers are onboarded quickly with accurate and complete configurations.
• Support tickets are handled efficiently with clear communication.
• Demos lead to qualified opportunities and conversions.
• Customer adoption, engagement, and retention remain strong.
• Documentation and processes improve continuously.