Customer Success Specialist (Canada / Remote / Central Time Zone)

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Requirements:

• 2+ years of experience in customer onboarding, success, or account management, ideally in a SaaS environment.
• Familiarity or background in the construction industry.
• Exceptional communication skills to explain technical concepts to non-technical users.
• Strong organizational skills and attention to detail for managing multiple projects.
• Proactive problem-solving mindset focused on exceptional customer experience.
• Experience with customer success tools like Intercom and CRM platforms such as HubSpot or Salesforce.
• Self-starter attitude suitable for a fast-paced startup environment.

Responsibilities:

• Manage and execute trial kick-off meetings for customer success.
• Lead onboarding processes including training sessions, account setup, and product walkthroughs.
• Enhance onboarding experience from free trial to paid customer.
• Provide initial technical product support during onboarding.
• Monitor customer success metrics like retention and engagement.
• Ensure effective customer communication through tools like Intercom.
• Create and maintain onboarding resources such as FAQs and video tutorials.
• Identify success stories with customers to develop case studies.
• Collect customer feedback for product improvements.
• Maintain updated records of customer interactions in CRM.
• Collaborate with sales, customer success, and product teams for cohesive customer experience.