[Hiring] Customer Success Specialist @D2B

Role Description

We're looking for a Customer Success Specialist who loves variety and takes real ownership. You'll be the friendly, capable face of companies for the customers - answering their questions, helping prospects see what's possible, checking in on how members are learning, and telling our story through content.

You'll report to our Head of Customer Success and will often be the person on the spot when a customer needs help. We'll give you thorough training and ongoing support, and as your confidence grows, so will your responsibilities.

Hours: Full time, with flexibility to overlap New Zealand and Australian business hours, and openness to working US West Coast hours as our North America customer base grows.

What you'll do

• Customer support (est. 40% of time)
  • Respond to learner and admin queries by email and our help desk, quickly and warmly
  • Troubleshoot platform questions such as course setup, enrolments, SCORM uploads, reporting and integrations
  • Spot recurring issues and suggest fixes to our help content, processes or product team
• Account management (est. 30% of time)
  • Run new-customer onboarding using companys Time to Value (TTV) process — getting each association from contract to first live course and first learners enrolled as quickly as possible.
  • Run regular check-ins with customers to understand their goals and how they're using the service
  • Monitor usage/health signals in HubSpot and the company's admin dashboards, flag at-risk accounts ahead of renewal, prepare renewal-support material, and log churn reasons.
  • Help customers get more value from the platform, from onboarding through to renewal
  • Keep our CRM (HubSpot) accurate and up to date
• Sales support (est. 15% of time)
  • Run tailored product demos for associations and NFPs
  • Follow up with prospects after demos, answer questions and keep deals moving
• Marketing and content support (est. 15% of time)
  • Help write blog posts, customer newsletters and social media posts
  • Create simple collateral such as guides, case studies and how-to resources
  • Share customer wins and stories that show what associations can achieve with learning

How we work

• This role suits someone who thinks things through before asking for help, and who's always looking for a better way.
• You come with a plan. When a request lands, you look at it from a few angles, weigh up the options and work out the approach you'd take.
• You bring ideas. You don't settle for "that's how it's always been done". If you see a way to do something better, you share your suggestion.
• You know when to ask. You're resourceful and try to find answers yourself first, but you also know when something needs a second opinion.
• You communicate clearly in writing. Good notes and updates keep the whole team in sync.

You won't be on your own. You'll get full onboarding, regular one-on-ones, and a team that's always happy to help. As company grows, this role will grow with you.

Qualifications

• Experience in a customer-facing role such as customer success, support, account management or sales, ideally at a SaaS company
• A track record of working independently
• Excellent written communication, from a clear support reply to an engaging blog post
• Confidence running a video call or demo
• A curious, problem-solving mindset and comfort learning new software quickly
• Strong organisation and follow-through across a variety of tasks

Requirements

• Familiarity with HubSpot
• Experience working for an international company supporting a global audience
• Experience with learning management systems, eLearning or SCORM
• Knowledge of the association, membership or not-for-profit sector
• Experience creating content for social media or email newsletters