Customer Success Specialist

About the position

The Customer Success Specialist is a key player in ensuring a smooth and successful experience for new and existing URABLE subscribers. This role is primarily responsible for onboarding new users, guiding them through initial setup, and demonstrating the core capabilities of the system. By providing expert support, proactive engagement, and top-tier service, the Customer Success Specialist helps drive greater adoption and long-term customer success. This position requires a customer-focused, tech-savvy individual who can effectively communicate, problem-solve, and create a seamless transition for businesses adopting URABLE. The Customer Success Specialist reports to the Director of Customer Success and works closely with sales, technical support, and product development teams to ensure a world-class user experience.

Responsibilities

• Guide new URABLE subscribers through initial setup, configuration, and data migration from previous systems.
• Conduct one-on-one and group video call demos to help trial users understand URABLE’s core capabilities and best practices.
• Ensure smooth adoption of the system by providing step-by-step guidance and tailored recommendations based on customer needs.
• Monitor customer progress through onboarding and proactively reach out to assist with any obstacles.
• Provide live demonstrations of URABLE’s key features for potential subscribers, helping them understand how the system can streamline their business operations.
• Highlight high-level features and benefits during video calls with trial users to drive engagement and retention.
• Address prospective questions and concerns, working in tandem with sales to support the conversion process.
• Manage URABLE’s Live Chat system, responding promptly to customer inquiries and troubleshooting issues in real-time.
• Escalate technical issues to the development team when necessary and ensure proper follow-up with the customer.
• Maintain an organized knowledge base of frequent customer issues and solutions, continuously improving the support process.
• Create, update, and maintain training materials, user guides, and video tutorials to support customer learning and self-service.
• Regularly refine onboarding and training resources to reflect new features, best practices, and user feedback.
• Contribute to webinars, FAQs, and support articles to enhance the overall customer experience.
• Check in regularly with trial users to ensure ongoing engagement, answer questions, and encourage conversion.
• Track user activity and proactively reach out to customers who may need additional support to fully adopt URABLE.
• Gather feedback from new and existing users to help improve both customer success strategies and product development.

Requirements

• 2+ years of experience in customer success, onboarding, or customer support, preferably in a SaaS or technology-driven environment.
• Strong ability to communicate technical concepts in a clear and accessible manner to non-technical users.
• Experience conducting live product demonstrations and video-based customer interactions.
• Proficiency in customer support tools, CRM systems, and live chat platforms.
• Excellent problem-solving skills with the ability to troubleshoot software-related issues efficiently.
• Detail-oriented with strong organizational skills for managing multiple customers at different stages of onboarding.
• Passion for helping customers succeed and a proactive approach to engagement and support.