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Customer Success Specialist (Remote)

Remote   |   Full Time

We're looking for a customer success specialist for a full-time position.


About us

COING is a unicorn, product-based software company, with offices in California and Europe.

We are focused on creating products that are used by millions around the world. Some of our products include Clockify (time tracking app), Pumble (team chat app), and Plaky (project management app).

Clockify is the world's #1 time tracker, used by millions of people, from individuals to big companies like Hewlett-Packard Enterprise, American Express, Amazon, etc.

 

About the position

We're looking for a Customer success specialist who will work closely with our customers to understand their business model, current challenges, and goals then communicate how our products and features will add value to their business.


Your primary focus is on customer retention and onboarding. This means you will be responsible for training enterprise clients to use our products effectively. Also, your job will be to anticipate risk of churn and react proactively by monitoring usage metrics and employ retention strategies.

Responsibilities

  • Develop and conduct onboarding/training sessions for our client base
  • Act as subject matter expert to customers to ensure they’re using our products effectively
  • Monitor and identify usage trends to uncover churn risks and lead proactive efforts to improve retention rates
  • Perform business review calls or meetings to maintain customer health and strengthen the customer relationship (occasionally in US time zone)
  • Collaborate with our Sales, Support, Marketing, and Product teams to ensure customer needs are being met and to provide feedback

Requirements

  • Excellent presentation, written, and verbal skills with perfect English
  • 1+ years of experience in customer success, account management, customer support, or sales (in SaaS)
  • Tech-savvy - strong ability to understand technical concepts and problem solve
  • Ability to organize, analyze and effectively communicate data via email or video/phone-based meetings (internally and externally)
  • Experience with onboarding customers to technology platforms
  • Fluent in Ex-Yu languages (Serbian, Bosnian, Croatian, Montenegrin)

Nice to haves

  • Experience with building processes on CRM tools
  • Experience working in a SaaS company

What we provide

  • Working in a product-based company with talented experts in the domain
  • Remote-first company (full remote, hybrid model, or onsite)
  • Work-life balance (because your family and spare time matter)
  • A supportive, healthy, and transparent work culture that encourages innovation and growth
  • Private health insurance
  • Private dental insurance
  • In-house learning program (social/soft skills workshops, leadership training, tech lectures, knowledge sharing, and tech clubs)
  • Two big team building activities, many small gatherings, and parties
  • Fresh fruits, soft drinks
  • Breakfast in office
  • Home office equipment: laptop, multiple screens, desk, chair, and office supplies

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