Customer Success Specialist

Responsibilities:

Customer relationship management and growth:

• • • • managing relationships with mid-market Customers and building long-term partnerships,
      • acting as the first point of contact for Customers and ensuring a high level of satisfaction,
      • conducting status meetings, training sessions, and ongoing communication with Customers,
      • monitoring Customer needs, satisfaction, and engagement, analyzing feedback, and proactively responding to potential risks,
      • identifying opportunities to expand cooperation and increase platform adoption,
      • documenting cooperation progress, arrangements, and key Customer-related information,
      • supporting the renewal process and activities related to Customer growth.

    Onboarding and implementations:

    • • co-leading Customer onboarding processes – both in terms of training and implementation project coordination,
      • planning, delegating, and coordinating tasks carried out by internal and external teams, as well as verifying results.

    Support and cross-team collaboration:

    • • supporting the first-line support team with more complex Customer issues and topics,
      • cooperating with product, support, and development teams while providing Customer feedback and suggesting improvements.

    Documentation and materials:

    • • creating, developing, and updating onboarding documentation and best practices,
      • preparing materials supporting platform usage, such as instructions, guides, presentations, and tutorials,
      • co-creating materials and standards supporting the work of the Customer Success team.

We are looking for you if:

• • • • you have at least 2 years of experience in the Customer Success field,
      • you can independently manage Customer relationships and build long-term partnerships,
      • you are able to analyze Customer needs and problems and translate them into practical solutions
      • you communicate confidently with Customers and can lead conversations regarding results, priorities, and next steps,
      • you understand the basic concepts related to Customer Success,
      • you have experience creating documentation and educational materials for Customers (e.g., instructions, presentations, guides),
      • you can coordinate onboarding-related activities and collaborate with different teams,
      • you are highly organized, responsible, and able to prioritize tasks effectively,
      • you are fluent in Polish and comfortable communicating in English, both spoken and written,
      • you are proactive and willing to suggest process and product improvements.

Nice to have:

• • • • experience conducting Customer training sessions, workshops, or webinars,
      • familiarity with tools such as HubSpot, Canva, Figma, or Synthesia,
      • experience in internal communication, employee engagement, or HR-related areas.

We offer:

• • • • cooperation based on an employment contract or B2B contract – the choice is yours,
      • on-site work from our office in Białystok, Monday to Friday, 8:00–16:00,
      • full support during the onboarding process – we’ll guide you step by step through the product, processes, and tools we use,
      • the opportunity to work with well-known clients from various industries, including Żabka, PKO BP, T-Mobile, Decathlon, and Canal+,
      • a real impact on the development of client relationships and Customer Success processes,
      • opportunities for professional development,
      • access to modern tools supporting everyday work, including AI tools,
      • employee benefits fully covered by the company (Medicover, Multisport).