Customer Success Specialist

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Summary

We're looking for a proactive and personable Customer Success Specialist to join our growing team. You'll play a key role in supporting customers throughout their journey — from onboarding and training to ongoing support and relationship management. Your strong communication skills, understanding of web-based applications, and knowledge of basic AP/Procurement processes will be crucial in helping our customers succeed.

Summary

We're looking for a proactive and personable Customer Success Specialist to join our growing team. You'll play a key role in supporting customers throughout their journey — from onboarding and training to ongoing support and relationship management. Your strong communication skills, understanding of web-based applications, and knowledge of basic AP/Procurement processes will be crucial in helping our customers succeed.

Responsibilities

• Guide customers through the onboarding process, ensuring smooth setup and adoption.
• Deliver training sessions and product walkthroughs for new and existing users.
• Serve as the primary point of contact for customers, ensuring a positive and productive experience.
• Respond to inquiries via phone, email, and chat with professionalism and clarity.
• Complete enhanced verification of company details and bank account details for the customers' payees
• Identify customer needs and work with internal teams to provide timely solutions.
• Track, manage, and resolve customer issues efficiently.
• Assist in creating user guides, FAQs, and other support documentation.
• Collect customer feedback and advocate for customer needs internally.
  
  

Required Skills & Qualifications:

• Excellent verbal and written communication skills, with strong phone manners.
• Proven experience in a customer-facing role, preferably in SaaS or tech.
• Confidence delivering training and guiding users through software platforms.
• Familiarity with web-based applications and ticketing systems.
• Basic understanding of accounts payable or procurement workflows.
• Strong organizational and problem-solving skills.
• Ability to work both independently and collaboratively.
• A degree or diploma in Business, Communications, or a related field (University or TAFE).
  
  

Nice to Have

• Experience with customer success tools like Zendesk, Salesforce, or HubSpot.
• Exposure to ERP or procurement software.
• Understanding of customer lifecycle metrics (e.g., NPS, churn, onboarding rates).
  
  

Why Join Us?

• Collaborative, supportive team environment
• Opportunities for growth and development
• Flexible working arrangements
• Meaningful work helping customers achieve success

Seniority level

• Seniority levelAssociate

Employment type

• Employment typeFull-time

Job function

• Job functionCustomer Service, Information Technology, and Project Management
• IndustriesAccounting, IT Services and IT Consulting, and Software Development

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