Customer Success Specialist

About Vimmi

Vimmi is a leading video commerce SaaS platform that helps brands, marketplaces, and enterprises turn videos into powerful sales channels. Our technology enables live shopping, shoppable videos, and social commerce experiences across storefronts and social networks, helping clients drive engagement, conversions, and new revenue streams.

We’re expanding our Customer Success function to ensure our growing base of SaaS customers receive exceptional onboarding, proactive support, and measurable success with the Vimmi platform.

Position Overview

The Customer Success Specialist is responsible for ensuring that every client realizes the full potential of the Vimmi platform. This role combines customer onboarding, account support, and business growth through identifying upsell opportunities.

You’ll work cross-functionally with Sales, Product, and Operations, serving as the primary technical contact for customers.

Key Responsibilities:

• Customer Onboarding: Lead customers through the onboarding process, including setup, product training, and best-practice guidance;
• Customer Engagement: Monitor customer activity and usage patterns within the platform to identify potential issues or opportunities. Proactively reach out to guide customers through product activation, resolve challenges, and ensure successful, consistent usage;
• Technical Account Management: Build and maintain long-term relationships with customers, ensuring satisfaction and platform adoption;
• Growth Opportunities: Identify and qualify upsell and cross-sell opportunities based on customer needs and platform usage;
• Customer Insights: Gather feedback and share actionable insights with internal teams to improve product features and user experience;
• Documentation: Keep customer data and activity logs up to date in CRM and internal systems.

Requirements:

• 2+ years of experience in Customer Success, Account Management, or Client Support roles within a SaaS and e-commerce environment;
• Proven success managing B2B accounts independently;
• Deep understanding of e-commerce workflows, metrics, and customer lifecycles;
• Strong interpersonal and communication skills in English with a customer-first mindset;
• Highly organized and able to manage multiple accounts and priorities autonomously;
• Proficiency with CRM and customer success tools;
• Bachelor’s degree or equivalent professional experience.

Preferred Qualifications:

• Background in e-commerce and SaaS technology platforms;
• Experience onboarding and training customers in a SaaS environment;
• Ability to translate technical concepts into clear, business-focused value.
   

What We Offer:

• Competitive compensation package;
• Fully remote role with flexible schedule;
• Opportunity to shape the customer success function at a growing global SaaS company;
• Collaborative culture and direct exposure to cutting-edge video commerce technology.