Senior Customer Success and Support

Company Overview: Spikerz is a leading social media security and protection platform dedicated to safeguarding businesses and individuals against online threats. Our platform offers real-time protection from hacking attempts, bot attacks, spam, trolls, and shadowbanning, enabling our clients to focus on their growth without compromising their online presence.

Role Overview: The Senior Customer Success and Support Specialist will play a key role in ensuring our clients are fully protected and satisfied with our services. This role involves directly supporting our customers, managing a team of support representatives, and continuously improving our customer success strategies. We are looking for someone with experience in self-serve SaaS environments and product-led sales motion to drive user engagement and retention.

Key Responsibilities:

• Customer Support: Provide high-level support to customers through email, phone, and SMS, addressing inquiries and resolving issues promptly and effectively.
• Team Coordination: Assist in managing a team of customer success representatives and freelancers, ensuring they are well-trained and motivated to provide exceptional service.
• Customer Engagement: Build strong relationships with customers, understanding their needs and ensuring they are getting the most out of Spikerz’s features and services.
• Feedback and Improvement: Gather and analyze customer feedback to identify areas for product and service improvements, working closely with the product team to implement changes.
• Product Expertise: Leverage experience with self-serve SaaS and product-led sales motion to enhance customer experience and drive product adoption and retention.
• Churn Management: Utilize customer success software like ChurnZero or equivalent to monitor customer health and identify signals of churn risk. Develop strategies and sequences to reduce churn and increase retention by proactively addressing customer needs.
• Signal Detection: Spot signals for a good customer versus a likely-to-churn customer and implement strategies to mitigate churn risks.
• Documentation and Training: Develop and maintain comprehensive documentation and training materials to support both the customer success team and end users.
• Cross-Functional Collaboration: Collaborate with marketing, sales, and development teams to ensure alignment on customer success initiatives and strategies.

Qualifications:

• Minimum of 3 years of experience in a customer success or support role, preferably within the tech or SaaS industry.
• Experience providing customer support through email, phone, and SMS with a strong customer-centric approach.
• Proven experience with self-serve SaaS environments and product-led sales motion.
• Experience working with small to mid-size customers.
• Experience with customer success software such as ChurnZero or equivalent.
• Ability to identify signals of customer health and implement strategies to reduce churn and increase retention.
• Strong communication skills, both verbal and written, with native-level English proficiency.
• Familiarity with CRM tools such as HubSpot, Intercom, email softwares, and SMS communication platforms.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• Passion for technology and a commitment to helping customers achieve success with Spikerz’s solutions.
• Hands-on approach, while coordinating a team