CoLab Job Board

Customer Success Specialist
St. John's, Newfoundland, Canada

Introduction

We are a team of problem solvers who are passionate about empowering engineering teams to build the future, faster. We are looking for an awesome Customer Support Specialist to join our growing team!

Company

CoLab helps design and manufacturing teams to streamline their processes and resolve issues faster by enabling real-time collaboration, design reviews, and issue tracking with teams around the world. The world's fortune 500 companies are looking to us to help bring the future to life and we couldn’t be more excited to make it happen.

Position

As a Customer Success Specialist, you will be involved in all aspects of our customer lifecycle - support, account management, and customer education. You will seek to understand how our customers use CoLab by collecting and analyzing data and feedback and use this information to build on-boarding, retention and renewal strategies. You will also provide insight to our product roadmap. While doing all this, you will be surrounded by an incredible team grounded in the values of teamwork, respect, continuous improvement, and hustle. We are in the early stages of building Customer Success at CoLab and there is an opportunity for the role to expand into a leadership position.

You will:

  • Be a product expert and provide support to our customers with issues, usage, and product knowledge gaps
  • Represent the voice of the customer to provide input into product, marketing and sales 
  • Collaborate with the sales team to support renewal and expansion opportunities
  • Serve as the primary contact for onboarding and training new customers
  • Communicate with customers and gather feedback via Zendesk and Drift
  • Gauge customer engagement and satisfaction and provide feedback on product improvements
  • Provide insights to customers to ensure that they get the most out of the platform



Required Skills

You have:

  • 3+ years Customer Success experience within a SaaS company
  • Experience determining appropriate customer success metrics and establishing baselines 
  • Experience supporting large enterprise customers, building and maintaining relationships while working to drive engagement and renewals
  • Empathy for the customer experience and excellent relationship building skills
  • A high level of accuracy and attention to detail
  • Excellent communication and interpersonal skills
  • Flexible approach, able to operate effectively with uncertainty and change
  • Previous experience using Salesforce, Drift, Zendesk or other CRM tools


Know someone who would be a perfect fit? Let them know!