- Company Name
- Moz
- Job Title
- Customer Success Specialist
- Job Description
-
Job Title: Customer Success Specialist
Role Summary: Deliver proactive, technical support and onboarding for self‑serve SaaS customers, ensuring high satisfaction, retention, and adoption through ticket triage, live chat, video sessions, and subscription management.
Expectations:
• Seamlessly handle high‑volume support tickets while scheduling and conducting video orientation sessions.
• Maintain accurate, step‑by‑step documentation of troubleshooting and feature usage.
• Identify and mitigate churn risk by engaging at‑risk accounts with targeted technical solutions.
• Serve as the liaison between customers and engineering during escalations, keeping communication clear and factual.
Key Responsibilities:
• Manage incoming support tickets (email, chat) focused on product functionality, billing, and technical issues.
• Provide written, detailed troubleshooting guides for platform actions and data management.
• Represent customer impact during technical incidents, outages, and bugs, prioritizing fixes with engineering.
• Conduct video calls to assess cancellation intents, uncover technical blockers, and demonstrate overlooked features to retain accounts.
• Handle subscription changes, account modifications, and billing inquiries.
• Schedule, lead, and document video orientation sessions for new customers, explaining dashboard navigation and feature setup.
• Answer feasibility questions from prospects, clarifying what the tool can do without offering marketing strategy.
• Monitor early‑stage platform usage; proactively reach out when adoption is low to troubleshoot technical understanding gaps.
Required Skills:
• 2+ years in SaaS technical support, customer success, or onboarding roles.
• Advanced time‑management ability to juggle ticket queues and scheduled video sessions.
• Expertise in ticketing and issue‑tracking tools (e.g., Zendesk, JIRA).
• Comfortable explaining software functionality on camera; able to conduct concise troubleshooting sessions via video conference.
• Calm under pressure, skilled at turning churn conversations into solution-focused dialogues.
• Deep understanding of Moz Pro & Moz Local product suite, including data accuracy and feature capabilities.
• Analytical ability to review technical performance data, identify trends, and recommend usability improvements.
Required Education & Certifications:
• Bachelor’s degree in a related field (e.g., Computer Science, Information Systems, Business).
• Certifications in customer success or technical support (e.g., Certified Customer Success Manager, Zendesk Support Specialist) preferred but not mandatory.