Customer Success Specialist at SupportNinja Inc.
About This Position
We’re obsessed with growth!
From enabling companies to flourish, to helping careers bloom.
SupportNinja was founded in 2015 to help companies solve for scale and connect them with a wider world of talent. Our vision is to show the world a better way to outsource by developing the best people, implementing cutting-edge technology, and challenging the status quo.
We change the game by prioritizing fun in our workplace. By joining our team, you’ll have the opportunity to provide world-class service to our customers through various channels while also working in our fun-forward culture.
What does a day in the life of a Senior Customer Success Specialist look like?
Respond to inbound account-related questions directly in Gladly—blending support with light-touch CSM work.
Own a portfolio of SMB accounts—conducting check-ins to reinforce value, address questions, and deepen relationships.
Monitor customer health and product usage trends (including Sidekick adoption) to proactively identify risks to retention.
Use Salesforce case alerts to flag and follow up on drops in usage, re-engaging customers with guidance and resources
Track customer sentiment through channels, support interactions, and informal check ins to ensure customers feel supported and confident in Our value
Become an expert in the Gladly platform and guide customers to best practices and new capabilities.
Trigger strategic, timely outreach to surface product recommendations and educational resources.
Partner closely with Support, Education, Customer Success, Sales, and Marketing to ensure a seamless, connected experience throughout the customer lifecycle
What are the required qualifications for a Senior Customer Success Specialist?
2+ years in a customer-facing role, preferably in SaaS
Highly organized and able to manage multiple conversations at once
Strong written and verbal communicator with a customer-first mindset
Curious, proactive, and eager to learn
Having these qualifications are helpful, but not required
Previous experience in the call center environment
Experience in the SaaS industry
Experience supporting customers via phone calls, chat and email
Familiar with CRM systems and practices
Ninja Perks and Benefits
Competitive compensation
Beautiful facility & Free Meals for onsite positions
Adherence to government-mandated benefits
Retirement Savings Program with Company Matching
Life Insurance
HMO on day 1
Paid time off, birthday leave
Opportunities for skills training and personal and professional development
Experience infinite fun so you can have infinite growth. Discover A Better Way to Grow! Are you ready?
If you are interested, you can access your instant interview here: https://alpharun.com/i/BTGXwDinxqEgvicLb9FPO
Disclaimer:
The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.
SupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.
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