Customer Success Representative and EA
Customer Success Representative and EA
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Customer Success Representative
Location: Remote (South Africa preferred)
Compensation: $/month USD
Industry: SaaS / Educational Technology
Schedule: 40 hours per week Monday-Friday EST
About the Company
Our client is a fast-growing SaaS company revolutionizing how students connect with educational institutions through automated systems and data-driven insights. With a strong mission to simplify and enhance the college admissions journey the company is expanding rapidly and currently serves over 120 partner organizations.
Mission & Impact
As a Customer Success Representative you will be the first line of support for users and clients. You ll play a key role in onboarding engagement and retention ensuring that clients derive maximum value from the platform and have a seamless experience from day one.
Key Responsibilities
- Conduct onboarding calls with new clients to guide them through account setup and data upload processes.
- Monitor and support client data submissions proactively reaching out to resolve issues.
- Deliver outstanding customer service via Zoom email and in-platform messaging.
- Provide ongoing platform support and help clients navigate system features.
- Train users on best practices and answer technical or functional questions.
- Collaborate with the sales and product teams to improve user experience and identify upselling opportunities.
- Build and maintain long-term relationships that promote client satisfaction and platform loyalty.
Must-Have Qualifications
- Excellent verbal and written communication skills.
- Confidence running client calls and demos especially over Zoom.
- 2 years in a customer-facing role ideally in a SaaS or tech-enabled environment.
- Comfortable with CRMs digital tools and data management.
- Strong organizational skills and proactive problem-solving abilities.
Nice-to-Have
- Background in education or experience working with educational tools or platforms.
- Previous work in Customer Success Account Management or Support roles.
KPIs / Success Metrics
- High client satisfaction and engagement scores post-onboarding.
- Volume and accuracy of successful client data uploads.
- Strong client retention rates and low churn.
- Timely response and resolution rates for support requests.
Hiring Process
- Initial screening call
- Technical / situational interview
- Final team interview
Additional Details
- Reports To: Head of Customer Success
- Tools: Client to confirm preferred CRM e.g. HubSpot Salesforce Intercom
- Role Type: Contractor long-term opportunity
- Preferred Start: ASAP
Employment Type
Full Time
