Customer Success Specialist (EMEA)

$85,272 - $85,272/Yr

Float.Ag - New York, NY

Full-time - Mid Level

Remote - New York, NY

11-50 employees

Professional, Scientific, and Technical Services

About the position

The Customer Success Specialist (EMEA) at Float is a vital role focused on enhancing client satisfaction and retention by providing tailored support to self-serve clients. This position involves onboarding new clients, delivering training, and collaborating with the Customer Success Management (CSM) team to ensure clients are effectively utilizing Float's software. The specialist will leverage both AI and human support to address customer inquiries, manage client relationships, and create resources that empower customers to maximize their use of the product.

Responsibilities

• Become a Float Product Expert by gaining deep knowledge of Float's features and best practices.
• Understand customer needs by learning about their workflows and resource management challenges.
• Provide video call support to customers, enhancing their experience with personalized assistance.
• Resolve customer issues by managing conversations from initial contact to resolution across email, chat, and video.
• Collaborate with Customer Success Managers to share insights from customer interactions and inform product improvement.
• Own client relationships by building and nurturing meaningful connections to support long-term success.
• Create customer success content, including training materials and rollout timelines to empower customers in using Float.
• Onboard qualified SMBs, leading the onboarding process to ensure a smooth introduction to Float.

Requirements

• Proven experience supporting SMB and mid-market customers in a B2B SaaS environment.
• Previous Customer Success Manager (CSM) or onboarding experience is preferred.
• Proficient in CRMs and helpdesk tools such as HubSpot, Intercom, Metabase, Gong, Zoom, and Calendly.
• Strong written and live communication skills that showcase empathy and understanding.

Nice-to-haves

• Experience in software troubleshooting.
• Familiarity with asynchronous communication tools like Slack, Loom, and Linear.

Benefits

• Competitive salary of $85,272 per year.
• Fully remote work environment.
• Opportunity to work with a diverse global team.
• Commitment to employee well-being and work-life balance.