Customer Success Specialist

About Trinka AI

Trinka AI (www.trinka.ai) is an AI-powered writing assistant designed for academic and technical writing. Built by experts in language and AI, Trinka goes beyond basic grammar checks to improve clarity, tone, and word choice. It corrects complex errors, follows academic style guides, and provides intelligent writing suggestions in real time. Trinka offers tools such as AI-assisted writing, a Paraphraser, AI Studio, Consistency Checks, Technical Checks, Language Quality Checks, Citation Checks, and a Proofread File feature to help users create polished, publication-ready documents. Available as a web app, browser plugin, Word add-in, and desktop app, Trinka also provides enterprise solutions with customization, privacy, and integration options.

About the team

We are a bunch of passionate researchers, engineers, product managers, data scientists, and designers who came together to build a product that can revolutionize the way any research-intensive projects are done. Reducing cognitive load and helping people to convert information into knowledge, is at the core of our mission. Our engineering team is building a scalable platform that deals with tons of data, AI processing over the data, and interactions of users from across the globe. We believe research plays a key role in making the world a better place, and we want to make it easy to approach and fun to do!

We are seeking a Customer Success Executive/Manager to join the Trinka AI team and work closely with our customers, sales, product, engineering, and operations teams. In this role, you will be responsible for ensuring customers successfully adopt and derive continuous value from Trinka AI's academic writing, grammar, plagiarism, and AI-detection solutions.

You will act as the primary point of contact for customers for support, onboarding, and usage guidance, while also proactively helping them use Trinka more effectively in their academic and research workflows.

Key Responsibilities

• Own day-to-day customer support via email and chat, ensuring timely, high-quality resolution of product, account, and usage-related issues.
• Triage, troubleshoot, and escalate complex technical issues to Engineering or Product teams while keeping customers informed on progress and timelines.
• Build deep expertise in Trinka AI's features and academic workflows to guide users on best practices and optimal product usage.
• Drive onboarding and early-stage adoption for new individual, B2B, and institutional customers.
• Proactively engage with customers through regular check-ins, guidance, and outreach to ensure they are deriving continuous value from Trinka.
• Proactively monitor usage patterns to identify at-risk or underutilizing accounts and intervene to improve engagement and retention.
• Collect, structure, and share customer feedback, pain points, and feature requests with Product and Engineering teams.
• Coordinate closely with Sales and Operations on account management, upgrades, and customer-related operational requests while ensuring high customer satisfaction.

Customer Success Executive or Manager:

• Success Metrics (KPIs)
• Customer satisfaction (CSAT)
• First response time and resolution time
• Ticket backlog and repeat-issue rate
• Product adoption and feature usage
• B2B and institutional account health
• Customer retention signals

Key Skills:

• 2–5 years experience in Customer Success, Support, or Account Management in a SaaS or tech product company
• Strong written communication skills, especially for professional or academic users
• Comfortable working with AI or software products
• High ownership and customer-first mindset
• Ability to coordinate across Product, Engineering, Sales, and Operations
• Process-driven and detail-oriented