Customer Success Specialist - MerusCase

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Requirements:

• 2+ years of experience in Customer Success or Customer Service.
• 2+ years of experience in a SaaS environment.
• Experience in a client-facing, support, or technical role.
• Proven ability to lead initiatives in a team environment.
• Experience in a high-growth or early-stage startup.
• Knowledge of the legal industry is advantageous.
• Familiarity with tools such as SalesForce, Intercom/Zendesk, JIRA, G Suite.

Responsibilities:

• Become a Subject Matter Expert (SME) to provide personalized service and demonstrate product value.
• Manage a portfolio of clients to foster long-term relationships.
• Onboard and train customers on software use to increase day-to-day efficiency.
• Respond to high-level customer inquiries via email or phone.
• Collaborate with departments to resolve issues and enhance customer experiences.
• Work with Customer Support to flag and escalate account requests.
• Cooperate with Sales for a smooth client transition.
• Collect product feedback from clients for product team discussions.
• Enhance client satisfaction and retention.