Customer Success Specialist - PLG B2B SaaS

About the Role

We're looking for a technically-savvy problem solver to join our B2B SaaS team. If you're the type who gets energized by helping customers succeed, can jump on a call to troubleshoot integrations, and genuinely cares about making people's workflows better - this is for you.

What You'll Actually Do

Customer Engagement & Growth

• Guide customers through onboarding, integration setup, and advanced features
• Conduct live demos and troubleshooting sessions via Zoom
• Proactively reach out to users showing engagement opportunities or early warning signs
• Identify expansion opportunities and help customers unlock more platform value

Support & Escalations

• Handle all customer success conversations (email, live chat)
• Take escalations from our AI support agent (FIN) during morning times 
• Resolve non-technical escalations from the support team (advanced integration setup, automations/workflows)

Product & Process Improvement

• Manage FIN improvement process: review low CX score conversations, identify patterns, help train the AI
• Document common workflows and solutions for customers and team
• Feed product insights back to the team based on customer conversations

Who We're Looking For

Must Have:

• 3-5 years of experience in Customer Success, Support at a B2B SaaS company
• Hands-on experience with no-code automation platforms (Make, n8n, Zapier, or similar)
• Fluent English (written and spoken) - you'll be on customer calls regularly
• Excellent communication skills - able to explain technical concepts to non-technical users

Big Advantage:

• Experience with CRM integrations (HubSpot, Pipedrive, Salesforce)
• Built real automation workflows for business use cases
• Previous work in product-led growth companies
• Advanced experience with Intercom, customer.io & Posthog

To Apply: Please include a brief note about your experience with no-code automation tools and any specific integrations you've worked with.