Customer Success

About the Client:

One of our client, who is a modern visitor management platform helping organizations create secure, seamless, and delightful front-desk experiences for employees, visitors, contractors, and guests. We work with businesses across North America and globally to streamline check-ins, improve security & compliance, and elevate workplace experiences with a simple, powerful SaaS product.

Role Overview:

We're hiring a customer-obsessed Customer Success + Sales Support Specialist to work closely with US customers across the journey: pre-sales support, onboarding, adoption, and renewals. If you're a crisp communicator who loves owning outcomes and building relationships, this role is for you.

What you'll do

• Support the US sales process: respond to customer questions, coordinate demos, handle documentation/security requests, and keep follow-ups tight.
• Own onboarding + rollout for new customers: kickoff calls, training, go-live support, and ongoing success check-ins.
• Manage escalations: triage issues, coordinate with engineering, and keep customers informed with clear timelines and updates.
• Drive adoption and expansion: identify upsell opportunities, support renewals, and ensure customers see measurable value.
• Keep everything organized in CRM and shared docs: notes, next steps, action items, and handoffs.

What we're looking for

• 2–3 years of experience in Customer Success / Sales Support / Account Management / Inside Sales. (B2B SaaS preferred)
• Hands-on experience working with US customers. (calls, email, demos, onboarding, renewals)
• Excellent communication skills (spoken + written): confident on calls, clear in email, strong at driving next steps.
• Strong ownership, fast learning, and ability to coordinate across Sales, Product, and Engineering.
• Comfortable using CRM + support tools. (HubSpot/Salesforce, ticketing tools, Zoom/Meet, Slack)

Bonus points

• Experience supporting enterprise customers. (security reviews, procurement, multi-stakeholder rollouts)
• Familiarity with SaaS onboarding, customer health, renewals, and expansion motions.