Customer Success Speclst

About the position

About Boatyard: Boatyard is an innovative SaaS company dedicated to modernizing the marine service industry. Our powerful platform equips marine businesses with the digital tools they need to streamline service operations, enhance customer communication, and drive revenue growth. From scheduling and dispatching to automated service reminders and digital payments, Boatyard simplifies the entire service process—allowing businesses to focus on delivering exceptional customer experiences. Overview: The Customer Success Specialist will provide hands-on support to our marine business customers, helping them maximize the value of the Boatyard platform.

Responsibilities

• Respond promptly to customer inquiries via phone, email, and chat, providing friendly and knowledgeable support.
• Guide new Boatyard SaaS customers through the onboarding process to ensure a smooth transition.
• Develop Customer Success Strategies - Work proactively to create strategies that drive customer adoption, retention, and expansion of Boatyard's platform.
• Customer Health Monitoring - Regularly analyze customer usage data and identify at-risk accounts to take proactive steps in preventing churn.
• Customer Advocacy & Case Studies - Identify and cultivate customer advocates who can provide testimonials, case studies, or referrals to help grow Boatyard's brand.
• Upsell & Cross-Sell Opportunities - Identify and communicate potential upsell or cross-sell opportunities that align with customer needs, collaborating with the sales team.
• Host Webinars & Training Sessions - Conduct live training sessions, webinars, and knowledge-sharing events to help customers maximize their use of Boatyard's platform.
• Support Renewals & Contract Retention - Assist in renewal processes by maintaining strong relationships with customers, ensuring continued satisfaction and contract renewals.
• Competitive Analysis & Market Insights - Gather insights from customer feedback and industry trends to provide recommendations for product improvements and competitive positioning.
• Assist in Customer Community Engagement - Foster engagement in customer forums, online communities, or user groups to strengthen relationships and knowledge-sharing.
• Coordinate Onboarding Check-Ins - Conduct follow-up calls with recently onboarded customers to ensure they are successfully using the platform and address any concerns.
• Enhance Self-Service Resources - Continuously update knowledge base articles, video tutorials, and other self-service materials to empower customers.
• Other duties as assigned.

Requirements

• 2+ years of customer success, support, or account management experience.
• High attention to detail and strong organizational skills.
• Excellent independent research and problem-solving abilities.
• Strong verbal and written communication skills, with a customer-first mindset.
• Self-starting team player who thrives in a fast-paced, entrepreneurial, and dynamic work environment.
• Experience with HubSpot or similar CRM platforms.
• Knowledge of boating or the marine industry is a plus.