Customer Success Specialist

Job Format:

Full-time | On-site

Introduction to the Role

We are looking for a Customer Success Specialist who will become the key link between our product and customers.

This is not just a support role — it's about driving customer experience, product adoption, and measurable business impact.

You will help clients achieve real value from the product, manage their journey end-to-end, and build long-term partnerships.

What you'll do

Onboarding & Implementation

• Lead customers through the full onboarding cycle: setup, integrations, and training
• Drive Time-to-Value and ensure customers reach first success milestones within defined timelines
• Conduct onboarding sessions, demos, and training workshops

Customer Success & Relationship Management

• Act as the main point of contact for customers
• Run regular check-ins and QBRs
• Build strong, long-term relationships and drive engagement and retention

Support & Escalation Management

• Resolve customer issues proactively, not reactively
• Manage escalations and mitigate risks before they impact retention
• Identify early churn signals and take action

Analytics & Performance

• Monitor and manage key metrics: NPS, CSAT, Retention, Churn
• Track product usage, adoption, and overall customer health
• Provide data-driven insights and recommendations

Product Collaboration

• Collect, structure, and prioritize customer feedback
• Work closely with Product & Engineering teams
• Contribute to product improvements and roadmap discussions

Process & Automation

• Build and maintain a Knowledge Base (FAQs, guides, articles)
• Optimize workflows using CRM and Helpdesk tools
• Contribute to scalable Customer Success processes

Who are we looking for?

You're a great fit if you:

• Build trust easily and communicate clearly
• Can explain complex things in simple terms
• Are proactive and take ownership
• Thrive in a fast-paced product environment
• Focus on delivering real value to customers

Must-have

• 1–3 years of experience in Customer Success / Account Management / Onboarding roles
• Experience in B2B SaaS / IT / Fintech / Telecom
• Proven experience managing client relationships (not only support)
• Experience working with customer success metrics (NPS, retention, churn, etc.)
• Experience delivering onboarding sessions, trainings, or demos
• Fluency in Azerbaijani, Russian, and English (high level)

Hard Skills

• Customer onboarding & implementation
• CRM and Helpdesk tools (Jira is a plus)
• Customer data analysis (NPS, CSAT, churn, adoption)
• Basic understanding of IT products (APIs, integrations, user flows)
• Excel / Google Sheets (confident user)
• PowerPoint / Google Slides
• Basic knowledge of BI tools (nice to have)
• Experience with process automation (nice to have)

Soft Skills

• Strong communication and presentation skills
• Structured and analytical thinking
• Ability to handle objections and manage difficult conversations
• Proactiveness and ownership mindset
• Stress resilience
• Flexibility and adaptability
• Influence and argumentation skills

Nice to have

• Experience in Big4 / Consulting / Advisory
• Experience working with high-value / enterprise clients
• Strong product mindset

Why join us?

• Work on a product with real business impact
• Be part of a growing product company with a strong team
• Opportunity to grow into Senior / Lead / CS Ops / Product roles
• Fast-paced environment with real ownership and influence
  

How to join the team?

1. Apply for the vacancy
2. HR will contact you and conduct an interview for 30–45 minutes — we will get to know each other and tell you about the company
3. Interview with the manager (see who you will be working with and how the team lives)
4. Offer (hooray! we are waiting for you in the team

Think you're a good fit? Apply now to join our team!