About this role
Customer Success professional to support Rocket.Chat's customers in onboarding, adoption, and renewal activities within a B2B SaaS environment. You will monitor customer health, coordinate training, and drive renewals/upsells across a portfolio while working with cross-functional teams.
Key Responsibilities
- Manage a portfolio of customer accounts focusing on adoption, satisfaction, renewals, and expansion
- Support go-to-market teams to ensure a seamless customer experience
- Own day-to-day relationships with assigned customers
- Assist customers throughout onboarding and training
- Maintain accurate CRM records and data hygiene
Technical Overview
Role centers on SaaS customer success with CRM tools (Salesforce, HubSpot, Gainsight), onboarding, and technical communications. Requires understanding of APIs, integrations, and product configurations to resolve customer needs and optimize value realization.
Ideal Candidate
The ideal candidate is a junior-to-mid level Customer Success professional with 2+ years of experience in a B2B SaaS environment, strong CRM experience (Salesforce, HubSpot, Gainsight), and ability to manage onboarding, training, and renewals across a portfolio.
Must-Have Skills
Experience in Customer SuccessAccount ManagementCustomer Supportor Technical Support in a B2B SaaS environmentExperience with CRM platforms (SalesforceHubSpotGainsight)Strong technical acumen with APIsintegrationsand product configurationsExperience onboardingtraining sessionsor product demonstrationsAbility to interact with technical stakeholders (developersIT teamssolution architects)Understanding of CS metrics such as NPScustomer health scoreschurnproduct adoptionand engagementExcellent written and verbal communication and presentation skills
Nice-to-Have Skills
Active U.S. Security Clearance (or eligibility to obtain one)Familiarity with open-source technologies
Tools & Platforms
SalesforceHubSpotGainsightCRM platforms
Required Skills
Customer SuccessAccount ManagementCustomer SupportTechnical SupportCRM (SalesforceHubSpotGainsight)APIsIntegrationsProduct configurationsOnboardingTrainingProduct demonstrationsRenewalsUpsellsNPSCustomer health scoresCRM data hygieneCross-functional collaborationCommunicationPresentation skillsRemoteOpen-source
Hard Skills
Customer SuccessAccount ManagementCustomer SupportTechnical SupportCRM (SalesforceHubSpotGainsight)SaaS platformsAPIsIntegrationsProduct configurationsOnboardingTrainingProduct demonstrationsRenewalsUpsellsNPSCustomer health scoresCRM data hygieneCross-functional collaborationCommunication
Soft Skills
CommunicationVerbal communicationWritten communicationPresentation skillsTime managementOrganizationProblem-solvingRelationship buildingTeam collaborationProactiveness
Certifications
Preferred
Active U.S. Security Clearance (or eligibility to obtain one)
Keywords for Your Resume
customer successaccount managementcustomer supporttechnical supportcrmSalesforceHubSpotGainsightNPScustomer health scoresAPIsintegrationsproduct configurationsonboardingtrainingproduct demonstrationsrenewalsupsellscommunicationpresentation skillsremoteopen-source
Deal Breakers
US citizenship required, Lack of experience with CRM platforms (Salesforce/HubSpot/Gainsight)
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