Customer Success Guide

About the role

The Customer Success Guide delivers exceptional customer experiences by providing timely support, product guidance, troubleshooting and adoption best practices to global customers. The role combines customer service, technical problem-solving and consultative engagement to help customers maximise the value of enterprise software solutions, driving satisfaction, loyalty, retention and adoption.

Key responsibilities

• Serve as first point of contact for customer inquiries by voice, chat and email, resolving issues at first contact where possible and explaining technical concepts simply
• Guide customers through onboarding, service activation, account access, subscription plans, licenses, upgrades, downgrades and add-ons
• Identify opportunities to improve satisfaction, retention and engagement, and recommend upgrades and complementary solutions
• Build positive relationships and support customer growth and retention objectives
• Document interactions, troubleshooting steps and resolutions in the case management system, monitor open cases and meet SLAs
• Share feedback, feature requests and improvement ideas with internal teams and collaborate on complex cases

Required profile

• Graduate degree or equivalent practical experience in customer success, customer support, IT or a related field; undergraduates with at least 18 months of relevant experience may also be considered
• Previous customer service or customer success experience in a SaaS, enterprise software or technology environment preferred
• Experience handling inquiries, troubleshooting and case management is an advantage
• English at CEFR B2 or higher is mandatory; C1 preferred
• Certifications such as Certified System Administrator (CSA), ITIL Foundation, Customer Success or ITSM/SaaS certifications are preferred

Required skills

• Voice, chat and email support, SaaS and enterprise software support
• Product troubleshooting, onboarding and account, subscription and license management
• Upselling, cross-selling and customer retention
• Case management, ticket documentation, CSAT and SLA management
• Strong verbal and written communication, analytical thinking and empathy