Customer Success Specialist (CSS)

Overview:

WiredPeople is seeking a Customer Success Specialist (CSS) to support a portfolio of small to mid-sized customer accounts and help ensure they remain engaged, confident, and prepared in their use of the SaaS platform. This role focuses on ongoing customer support, refresher training, usage reinforcement, and follow-through. The CSS will work directly with assigned customers to maintain strong relationships, encourage consistent platform usage, and ensure customers are operationally ready when they need the system most.

In addition, this role will support our Strategic Account Manager (SAM) with coordination and follow-up tasks related to enterprise accounts and implementation initiatives. This is an execution-focused, relationship-driven role for someone who is organized, proactive, and comfortable working directly with customers. Ideal candidates must be open to working this schedule, Monday-Friday, 10AM-7PM EST time. This is to be able to support customers on the West Coast.

What You'll Do

• Small Account Management
• Serve as the primary point of contact for assigned small and mid-sized customers
• Conduct regular check-ins to understand usage patterns and needs
• Reinforce best practices and encourage consistent platform adoption
• Document customer goals, feedback, and action items in CRM systems
• Support basic renewal readiness in partnership with leadership
• Refresher Training & Usage Reinforcement
• Conduct refresher training for existing customers
• Walk customers through workflows and practical system usage
• Answer usage-related questions and clarify functionality
• Identify common areas of confusion and escalate trends internally
• Enterprise & Implementation Support
• Assist the Strategic Account Manager with follow-up and action tracking
• Help coordinate internal requests tied to enterprise customer needs
• Prepare reports or usage summaries when requested
• Track milestones and ensure commitments are documented and followed through

What You'll Need (Required Qualifications)

• 1–3 years of experience working in a SaaS or technology environment.
• Strong communication and relationship-building skills
• Ability to manage multiple customer relationships at once
• Highly organized and comfortable with follow-up and documentation
• Comfortable learning and working within new software platforms

Bonus Points (Preferred Qualifications):

• Experience working in a customer-facing SaaS role
• Familiarity with CRM or customer success platforms (e.g., HubSpot, Salesforce)
• Basic experience with reporting tools (Excel, Google Sheets)
• Experience supporting customer engagement or adoption initiatives

Success in this role looks like:

• Customers become more engaged in how they use SaaS over time
• Platform adoption improves across assigned accounts
• Customers are better prepared to use a SaaS solution during planning or response scenarios
• Customer goals and usage trends are clearly documented
• Enterprise initiatives are supported with accurate follow-up and preparation

WiredPeople provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, WiredPeople complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.