Senior Customer Success Specialist, SaaS

• Manage SaaS customers throughout their ongoing use of the platform
• Conduct onboarding, training, and structured implementation for new customers
• Analyze technical and process-related customer issues
• Build and optimize help and onboarding structures
• Create FAQs, guides, and internal playbooks
• Identify recurring issues and translate them into product improvements
• Collaborate closely with Product and Development
• Test new features from the customer’s perspective
• Build scalable Customer Success processes
• Act as the liaison between customers, Product, and processes

• Experience in Customer Success, SaaS Support, or a software-related environment
• Genuine interest in digital products and processes
• Strong technical understanding, particularly of web apps, tools, and system logic
• Structured and independent working style
• Ability to analyze problems rather than simply solve them
• Strong communication skills and clear, concise language
• Experience with software and SaaS tools
• Understanding of how digital processes work
• Ability to understand and navigate complex systems
• Experience in SaaS Customer Success or Tech Support is a plus
• Experience with onboarding and training is a plus
• Interest in product development or automation is a plus
• Affinity for AI, such as AI tools, workflows, and automations, is a plus

• Genuine responsibility beyond simply processing tickets
• Direct influence on the product and customer processes
• Close collaboration with the founders and Development
• Significant opportunity to shape processes and solutions
• Modern SaaS environment
• Flexible working hours
• Remote work available